Role ResponsibilitiesThe responsibilities of the role will include: Contacting the insured family and confirming information to book a hotelExplaining the abatement and payment process to ensure thorough comprehensionSearching for a hotel or rental using Hotel Database/Rental Websites/Internet/Direct Connect & confirm with family if the hotel or presented rental is acceptableNotifying the NAM if approval is needed by an adjuster for hotel rates or additional fees/requests from the insured familyCalling the hotel directly or using online booking tools to secure a reservation for families, negotiating rates when necessaryInforming the hotel of (if any) needed involvement in the abatement payment processAdding our travel agent number (IATA/ARC #) to every bookingUpdating ACT with details of hotel reservationsE-faxing Rate Agreement to the hotel and the THA for the insured to signEnsuring the insured pays the abatement directly to ALE Solutions using our CCAFCalling the insured family with the confirmation number and confirming the hotel is bookedCalling the Hotel to confirm that the hotel received the necessary paperwork for check-inUpdating ACT with all necessary notes regarding conversations with hotels and insured families; updating all tabs to reflect the current status of the insured family's fileEnsuring that Rate Agreements and THA's are signed and returned in a timely manner and noted in ACT receivedEnsuring abatement payments are received and processed in accordance with the Abatement tab in ACTCalling Hotels and confirming check-in and check-out statuses of all families assignedSetting up the E-File cabinet for each insured family booked in a hotelE-Filing all necessary paperwork for the fileSetting tasks for yourself in regard to check-out, paperwork, extensions, folios, and abatement follow-upPerforming all necessary file maintenance such as extensions, relocation requests, call-aheads, etc.,Handling and calculating deductibles and low limits, along with abatementsHandling upset or sensitive escalations, including unique situations (i.e., bed bugs, insured being asked to leave, police activity etc.)Assisting in answering the Hotel Department phonesPerforming other duties as assigned. High school diploma or equivalent preferred2+ years of job-related experience preferredComputer proficiency in Microsoft Office Excel, Word, and OutlookACT program experience is a plusExcellent verbal & written communication skills, be very organized, have strong problem-solving skills, be able to multitask, and be a team playerAttention to detail and accuracy are critical skills for this positionExhibits strong business acumen and sound judgmentAble to establish and maintain healthy working relationships among team members in the course of workAbility to assist coworkers with tasksHospitality industry experience is highly encouraged.