Residential Support Specialist

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance SCHEDULE: Mon - Fri 11:00 PM-8:00 PM EST (Subject to change based off of business needs) PRIMARY PURPOSE To coordinate and manage lease extensions and ongoing housing support needs for displaced policyholders in a fast-paced, service-driven environment. This role is responsible for ensuring continuity of housing by proactively managing extensions, resolving in-stay service issues, and maintaining strong communication between insureds, adjusters, and landlords. The Housing Support Specialist serves as both a client advocate and operational coordinator blending empathetic customer support, strategic vendor coordination, and detailed lease management to ensure uninterrupted, comfortable housing while delivering an elevated service experience with urgency, accountability, and professionalism. professionalism. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Support and promote Sedgwick’s mission, strategic vision, and value proposition to adjusters and policyholders. Serve as a key point of contact for adjusters and landlords during the insured's relocation, ensuring consistent communication, clear expectations, and empathetic support during extensions and ongoing service needs. Manage the full lease extension process including requesting and securing approvals from adjusters, coordinating updated lease terms with landlords and vendors and communicating timelines and expectations to policyholders. Proactively monitor upcoming lease expirations to prevent service interruptions and ensure seamless housing continuity. Coordinate and resolve in-stay service requests including furniture exchanges, add-ons, and maintenance-related concerns. Collaborate with landlords, property managers, and vendors to execute timely service solutions and extension agreements. Investigate and resolve issues related to property conditions, damages, and vendor performance. Maintain accurate financial and operational records, including: updating client ledgers for billing accuracy, tracking extension costs within ALE guidelines, manage move-out coordination when applicable, including vendor pickups, lease terminations, and security deposit reconciliation. Document all communication, updates, and actions in internal systems with a high level of accuracy and timeliness. Identify risks, delays, or service failures early and **escalate** appropriately with ownership and urgency. Maintain a high-touch service model for all clients, including VIP or complex claims requiring elevated coordination. Handle multiple claims simultaneously while meeting service level expectations and deadlines. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Supports the organization's quality program(s). QUALIFICATIONS Education & Licensing High school diploma or GED required. Experience Two (2) years' experience in hospitality, customer service, property management, or account management. Previous experience in insurance, temporary housing, property management, or real estate strongly preferred. Skills & Knowledge Exceptional verbal and written communication skills with the ability to manage sensitive client situations with professionalism and empathy. Strong organizational skills with the ability to manage high volume of extensions, deadlines, and service requests simultaneously. Detail-oriented with a focus on billing accuracy, lease documentation, and system updates. Strong problem-solving and critical-thinking abilities, especially when resolving housing or vendor-related issues. Proficiency in Microsoft Office (Word, Excel) and ability to quickly learn internal systems and CRM platforms. Ability to work independently in a fast-paced environment with shifting priorities. Strong coordination and relationship management skills when working with vendors, landlords, and adjusters. Solutions-oriented mindset with a proactive approach to preventing service disruptions. High level of accountability, urgency, and ownership in managing assigned claims. Bi-lingual English/Spanish a plus. WORK ENVIRONMENT When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking NOTE: Credit security clearance, confirmed via a background credit check, is required for this position. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles. Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com #J-18808-Ljbffr