Relocation Counselor II

Position Overview

The Relocation Counselor II (RC II) is the primary contact for our customers and clients in the domestic and global relocation processes. A RC II must combine highly refined interpersonal skills with a strong knowledge of domestic and/or global relocation processes in order to achieve a high degree of satisfaction with clients and customers (transferees) and to operate within fiscal parameters.

Essential Job Functions

A Relocation Counselor II is expected the meet the Essential Job Functions of a RC I, in addition to the Essential Job Functions of a RC II:

RC I

• Conduct a needs analysis with the transferee to develop a strong understanding of his/her requirements and to establish a strong rapport.
• Consult on and administer relocation benefits according to client policies; adhering to expense guidelines, policy coverage, and timeframes.
• Maintain regular and positive contact with transferee using verbal and written communication.
• Arrange or modify candidate, intern, and relocation travel (flight, hotel & car) in a timely and professional manner.
• Assist transferee in finding a rental home/apartment by providing a referral to rental agent, online resources, etc.
• Manage the household goods process including survey, pack/load, delivery, and claims.
• Facilitate and conduct property management services on behalf of the transferee.
• Provide home marketing assistance (HMA) in a professional and timely manner.
• Manage transferee to allocated budget for expenses; escalate exceptions to client and manager.
• Facilitate expense reimbursements to the transferee and payments to service partners.
• Meet or exceed service metrics and revenue capture expectations; ensure collection of destination referral fees.
• Escalate issues as appropriate-partnering with Account Managers and TRC management to ensure on-going client/customer satisfaction.
• Follow all work-flows in the SMART system to ensure timely billings.
• Maintain file in a timely and accurate manner in the tracking system including updating actions, document uploads, and important notes for each relocation.
• Recommend opportunities for cost savings and efficiencies to manager, client, account manager, or transferee.

RCII

• Discuss home sale process with the transferee and explain the required documentation and the roles of TRC and the title company.
• Negotiate home sale contract and buyout with transferee, listing agent, and title company.
• Review and analyze appraisals and home inspections to ensure accuracy and comprehensiveness of information presented.
• Develop, present, and execute effective home marketing strategies to reduce list to sale cycle times.
• Coordinate the permanent housing search in destination location, leveraging referrals to TRC’s preferred partners.
• Manage designated service partner relationships and facilitate resolution of service escalations in an effective and timely manner.
• Review and approve leases for international transferees.
• Assist international transferees with Visa requirements.

Other duties as assigned.

Minimum Requirements

• High school diploma or equivalent
• 5+ years of experience in customer service
• 2+ years of experience in relocation or related industries

Educational, Experience, and Licensing Preferred Requirements

• Bachelor’s degree
• CRP and/or GMS certification strongly preferred

Other Qualifications

• Excellent verbal and written communication skills with the ability to develop appropriate correspondence both internally and externally
• Work under minimal direction, organized, and have the ability to prioritize commitments and projects
• Demonstrated attention to detail, accuracy, and ability to follow data entry/department standards
• Demonstrated ability to think critically and problem solve
• Act with persistence and tact in resolving issues both internally and externally
• Strong customer relations skills that include the ability to work with discretion and integrity
• Demonstrated conflict resolution and negotiation skills
• Demonstrate highest level of professionalism in both appearance and behavior
• Proficient in Microsoft Office (Outlook, Word, PowerPoint and Excel)
• Strong work ethic with off-hours flexibility and able to travel as needed to meetings and training events

Physical Requirements 

This position is considered light duty with frequent phone and computer use.