Job Description • Coordinate and manage lease extensions and ongoing housing support needs for displaced policyholders in a fast-paced, service-driven environment. • Ensure continuity of housing by proactively managing extensions, resolving in-stay service issues, and maintaining strong communication between insureds, adjusters, and landlords. • 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. Requirements • Bachelor's degree or equivalent from an accredited college or university preferred. • 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. • 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. Benefits • Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development opportunities