Relocation Counselor

Job Description

Job Description

The Relocation Counselor is responsible for overseeing the relocation process

Job Summary:
Relocation Horizons, Inc. is Howard Hanna Company’s Full Service Third Party Relocation Management Company.
Providing global relocation management services for corporations all over the world. With over 50 years of experience in the industry, Relocation Horizons understands the importance of the entire relocation process and is committed to providing quality service to customers that is cost-effective without compromising the employee's level of service. 
In this role, you will be the liaison facilitating the full relocation of our corporate clients transferring employees. You will guide them through the entire process of their relocation, conducting needs assessments, coordinating services and serving as a valuable resource to them throughout the process.  This position leverages customer service skills to ensure our clients are happy with their experience with us.

Global Full-service Relocation Management | Relocation Horizons

Essential Job Responsibilities:

• Develop rapport and maintain regular and positive contact with transferring employee using verbal and written communication 
• Relocation policy consultation - review and explain client relocation policies, procedures and benefits to transferees; manage policy components to assure compliance; manage policy exceptions as directed by the client.
• Relocation services – assess transferee needs and provide services and resources to meet those needs; manage and coordinate services and benefits to include temporary living, home marketing and home sale (BVO), mortgage resources, home purchase, rental-departure and destination, household goods move.
• Realtor management – ensure the assigned agents perform all necessary tasks related to the sale and purchase; review and analyze agent BMAs and marketing plan.
• Expense management – enter/code transferee’s relocation expenses and submit for payment and reimbursement. Track relocation allowances and provide monthly expense reporting to corporate clients.
• Monthly relocation reporting- provide monthly drill down reports using the Erelocation software as well as track each employee’s relocation and provide monthly updates to the corporate clients.  Ensure data integrity in the system for tracking purposes.
• Relocation estimates – prepared relocation estimates for corporate client to utilize in the offer process for new hires and internal transfers
• Other – Home Sale: order title, review title commitment, generate listing paperwork, review & sign off on agreement of sale, order and review appraisals and home inspections, prepare acquisition agreements and equity disbursement instructions, ensure wire are sent and received.
• Relocation Policies: maintain a working knowledge of corporate client policies and administer client relocation policies; Accounting: processing and preparing referral fees for deposit; reviewing/entering/submitting all transferee expenses for reimbursement/payment. File Management: entering RHI referrals into Profit Power, eRelo, ReloXchange databases.
• If there is a need beyond the client policy, work with the Operations or Business Development team to determine if an exception can be approved by the client and document a necessary
• Escalate issues as appropriate, partnering with the Operations and Business Development team to ensure on-going client/customer satisfaction
• Maintain a transferee satisfaction rate of no less than 95% on transferee survey responses
• Maintain files in a timely and accurate manner in erelocation or applicable tracking system including updating actions, document uploads, data entry and applicable note for each relocation
• Recommend opportunities for cost saving and efficiencies to manager, client and account manager or transferee
• Recognize and identify cross-selling opportunities based on transferee needs to generate new sources for revenue
• Participate in desk coverage as needed
• Able to maintain regular and predictable attendance
• Assist with other job duties as needed

Minimum Requirements

• 3+ years of experience in customer service
• Relocation or real estate industry experience, a plus

Other Qualifications

• Excellent verbal and written communication skill and the ability to develop appropriate correspondence both internally and externally
• Be organized and have the ability to prioritize commitments and projects
• Demonstrate attention to detail, accuracy and ability to follow data entry/department standards
• Demonstrate 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
• Demonstrate highest level of professionalism in both appearance nad behavior
• Proficient in Microsoft Office
• Strong work ethic with some need to be able to travel to meetings and training events

 

HowardHanna.com

Hanna Holdings, Inc. affiliates and assigns are committed to providing equal employment opportunity to all employees and applicants for employment regardless of such factors as race, color, religion, sex, national origin, age, veteran's status or disability. The Company abides by all local, state and federal laws and regulations affecting the hiring of employees.

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