NPAC - SLA Specialist

Summary

ATI Restoration, LLC is a restoration services company. The NPAC - SLA Specialist supports National Priority Accounts by monitoring projects for compliance with contractual requirements, service-level agreements, and client-specific processes. The role coordinates project communications, documentation, invoicing, collections support, issue resolution, and client account requirements throughout the project lifecycle.

Responsibilities

• Manage and monitor an assigned portfolio of active National Account projects to ensure compliance with client-specific SLAs, contractual requirements, and established processes
• Coordinate new loss intake and communicate with field teams to obtain required project information, including project contacts, scope, start details, estimates, schedules, and other client-required documentation
• Provide timely and accurate project updates to clients and designated distribution lists in accordance with established communication requirements
• Maintain visibility into projects from FNOL/new loss through completion, invoicing, and closeout
• Monitor required project milestones and proactively follow up with field teams when information, documentation, estimates, change orders, approvals, or updates are outstanding
• Review projects for adherence to National Account requirements, including contracted pricing, rates, documentation, invoicing requirements, and client-specific procedures
• Support estimate and invoice readiness by identifying missing documentation or outstanding requirements that could delay billing or payment
• Partner with Project Directors, Project Managers, offices, National Account leadership, estimating, billing, and other internal teams to resolve project issues and maintain client expectations
• Monitor aging accounts receivable for assigned National Accounts and assist with collection efforts by identifying outstanding documentation, client questions, payment barriers, and required follow-up
• Support client portals, including required uploads, status updates, documentation, and other account-specific requirements
• Maintain accurate project information within ATI systems, client portals, shared mailboxes, reporting tools, and other applicable platforms
• Identify projects at risk of missing contractual or client service requirements and escalate concerns to appropriate leadership
• Assist with client onboarding and implementation of new National Account requirements, workflows, SOPs, and communication standards
• Participate in account reviews, internal meetings, training, and process improvement initiatives as needed
• Provide cross-coverage for other National Accounts and team members based on workload and business needs
• Maintain a strong understanding of assigned client requirements and serve as an internal resource for questions related to those accounts

Skills

• High school diploma or equivalent
• Strong proficiency with Microsoft Office and Excel
• Strong written and verbal communication skills with the ability to communicate professionally and effectively with clients, field operations, leadership, and crossfunctional partners
• Ability to manage a high-volume portfolio with multiple deadlines, client requirements, and competing priorities
• Demonstrates ownership of assigned responsibilities and consistently follows issues through resolution
• Ability to identify missing information, documentation discrepancies, contractual requirements, and potential service-level risks before they impact the client or billing process
• Recognizes issues quickly, researches available information, determines appropriate next steps, and escalates when necessary
• Comfortable working in a fast-paced environment where priorities, project conditions, and client needs may change quickly
• Builds productive relationships across departments and helps maintain continuity between ATI operations and National Account clients
• Ability to independently prioritize and manage a significant volume of active projects
• Ability to work effectively across multiple departments and levels of an organization
• Comfortable identifying gaps, requesting missing information, and escalating issues when service expectations are at risk
• Associate or bachelor's degree
• 2+ years of experience in account coordination, project coordination, customer/client service, operations, restoration, construction, insurance, property management, or a related field
• Experience working with contractual requirements, service-level agreements, national accounts, or high-volume project portfolios
• Experience with CRM systems, project management systems, client portals, Salesforce, Power BI, or similar platforms
• Strong written communication and documentation skills

Qualifications

Must Haves

• High school diploma or equivalent
• Strong proficiency with Microsoft Office and Excel
• Strong written and verbal communication skills with the ability to communicate professionally and effectively with clients, field operations, leadership, and crossfunctional partners
• Ability to manage a high-volume portfolio with multiple deadlines, client requirements, and competing priorities
• Demonstrates ownership of assigned responsibilities and consistently follows issues through resolution
• Ability to identify missing information, documentation discrepancies, contractual requirements, and potential service-level risks before they impact the client or billing process
• Recognizes issues quickly, researches available information, determines appropriate next steps, and escalates when necessary
• Comfortable working in a fast-paced environment where priorities, project conditions, and client needs may change quickly
• Builds productive relationships across departments and helps maintain continuity between ATI operations and National Account clients
• Ability to independently prioritize and manage a significant volume of active projects
• Ability to work effectively across multiple departments and levels of an organization
• Comfortable identifying gaps, requesting missing information, and escalating issues when service expectations are at risk

Nice to Haves

• associate or bachelor's degree
• 2+ years of experience in account coordination, project coordination, customer/client service, operations, restoration, construction, insurance, property management, or a related field
• Experience working with contractual requirements, service-level agreements, national accounts, or high-volume project portfolios
• Experience with CRM systems, project management systems, client portals, Salesforce, Power BI, or similar platforms
• Strong written communication and documentation skills

Benefits

• Full-time position
• Remote work arrangement