Key Responsibilities

• Proactive Case Management: Actively monitor and follow up on open cases to ensure timely progression, resolution, and adherence to service level agreements.
• Property Coordination & Communication: Initiate outbound calls to properties to gather status updates, verify action items, and facilitate next steps.
• Draft and send targeted follow-up emails to ensure accountability and maintain communication flow.
• Track ongoing renovations, equipment installations, and other site-specific requirements to completion.
• Case Advancement & Escalation: Identify and document clear next steps for each case to prevent stagnation; collaborate with internal teams to resolve blockers impacting case progression; and escalate critical issues appropriately to ensure swift resolution.
• Documentation & Reporting: Maintain comprehensive, accurate, and timely case notes documenting all follow-...