Relocation Counselor II
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Job Description
Relocation Counselor managing domestic and global relocation processes for TRC Global Mobility clients. Supporting transferees with housing, home sales, travel, benefits, and service partners.
Responsibilities:
- Serve as the primary contact for customers and clients during domestic and global relocation processes
- Conduct transferee needs analyses and establish rapport
- Consult on and administer relocation benefits according to client policies, expense guidelines, coverage, and timeframes
- Maintain regular positive contact with transferees through verbal and written communication
- Arrange or modify candidate, intern, and relocation travel, including flights, hotels, and cars
- Assist transferees with rental home or apartment searches
- Manage household goods processes, including surveys, packing/loading, delivery, and claims
- Facilitate property management services
- Provide home marketing assistance
- Manage transferee expenses within allocated budgets and escalate exceptions
- Facilitate expense reimbursements and service-partner payments
- Meet or exceed service metrics and revenue-capture expectations
- Escalate issues in partnership with Account Managers and TRC management
- Follow SMART system workflows to ensure timely billings
- Maintain accurate relocation files, actions, uploaded documents, and notes
- Recommend cost savings and efficiency opportunities
- Discuss home sale processes and required documentation
- Negotiate home sale contracts and buyouts with transferees, listing agents, and title companies
- Review and analyze appraisals and home inspections
- Develop and execute home marketing strategies
- Coordinate permanent housing searches using preferred partners
- Manage service-partner relationships and resolve escalations
- Review and approve leases for international transferees
- Assist international transferees with visa requirements
- Perform other duties as assigned
Requirements:
- High school diploma or equivalent
- 5+ years of experience in customer service
- 2+ years of experience in relocation or related industries
- Bachelor’s degree preferred
- CRP and/or GMS certification strongly preferred
- Excellent verbal and written communication skills
- Ability to work under minimal direction, stay organized, and prioritize commitments and projects
- Attention to detail, accuracy, and ability to follow data entry/department standards
- Critical thinking and problem-solving ability
- Persistence and tact in resolving issues
- Strong customer relations skills with discretion and integrity
- Conflict resolution and negotiation skills
- Highest level of professionalism in appearance and behavior
- Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel
- Strong work ethic
- Off-hours flexibility
- Ability to travel as needed to meetings and training events
Benefits:
- Off-hours flexibility
- Travel as needed to meetings and training events
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