Purpose of Job
To effectively lead assigned customer service team to counsel, monitor, and support the business administration of assigned MMI clients. Assists with team training and accounts for growth and customer satisfaction through the following essential functions"
Essential Job Functions
Supervise the performance of Associate Counselors, Counselors I, and Counselors II. Acts as the primary training leader for new team members by providing both hands-on and documented training materials. Recommends amendment to training procedures as needed.
Assists in the preparation of Performance Reviews for assigned team members and, as required, with manager approval, initiates corrective actions when team member(s) are not in compliance with procedures or policies.
Ensures proper backup procedures are in effect when team members are absent and assigns additional backup assistance from other team members when appropriate/necessary.
Provides direction and clarification to team inquiries regarding client relocation benefits. Ensures assigned team members are responsive to all inquiries.
Ensures assigned team members are in compliance with regard to updates and communications such as: initial contact with transferee, estimate approval, insurance letters, storage letters, Billing Release Authorization Forms, and system data integrity.
Provides assistance to client, transferee and/or carrier during escalation scenarios. Advise manager/supervisor of issue and resolution when appropriate.
Administers and approves time off requests to ensure adequate service coverage.
Provides backup/support in the absence of another Team Leader.
Performs functions and duties of a Move Management Counselor II for a caseload of between 200 and 250 transferees for assigned client(s).
Education: Bachelors degree in business administration or equivalent experience
Experience: Minimum of 3 - 4 years as a Move Counselor II or industry equivalent
Licenses/Certifications/Specialized Training: proficient in MS Word, Excel, and Access with knowledge of internet functions and components.
Graebel Companies, Inc. is an Equal Employment Opportunity employer.
Graebel provides equal employment opportunities (EEO) to all of our employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.