NPAC - SLA Specialist

Job Title: National Accounts Program Specialist
FLSA Status: Salary
Status: Full-Time
Reports to: Manager, National Account Programs

 

Department: National Priority Accounts & Compliance (NPAC) Reports To: Specialist Manager / Director, Service Level Alignment Position Type: Full-Time Location: Remote Position Summary The SLA Specialist supports ATI’s National Priority Accounts by helping ensure projects are managed in accordance with contractual requirements, established service-level agreements (SLAs), client-specific processes, and communication expectations.

 

This position serves as a key liaison between ATI field operations, National Account leadership, and our clients. The SLA Specialist maintains visibility throughout the project lifecycle: from initial loss notification through project completion, invoicing, and collections - while helping ensure required documentation, communications, and deliverables are completed accurately and on time. The ideal candidate is highly organized, comfortable managing a large volume of active projects, able to identify and escalate issues quickly, and confident communicating with both internal teams and external clients.

 

Essential Duties & 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.

 

Key Competencies

Organization & Prioritization

Ability to manage a high-volume portfolio with multiple deadlines, client requirements, and competing priorities.

 

Communication

Strong written and verbal communication skills with the ability to communicate professionally and effectively with clients, field operations, leadership, and crossfunctional partners.

 

Accountability & Follow-Through

Demonstrates ownership of assigned responsibilities and consistently follows issues through resolution.

 

Attention to Detail

Ability to identify missing information, documentation discrepancies, contractual requirements, and potential service-level risks before they impact the client or billing process.

 

Problem Solving & Escalation

Recognizes issues quickly, researches available information, determines appropriate next steps, and escalates when necessary.

 

Adaptability

Comfortable working in a fast-paced environment where priorities, project conditions, and client needs may change quickly.

 

Relationship Management

Builds productive relationships across departments and helps maintain continuity between ATI operations and National Account clients.

 

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.

• 2+ years of experience in account coordination, project coordination, customer/client service, operations, restoration, construction, insurance, property management, or a related field preferred.

• Experience working with contractual requirements, service-level agreements, national accounts, or high-volume project portfolios strongly preferred.

• Strong proficiency with Microsoft Office and Excel.

• Experience with CRM systems, project management systems, client portals, Salesforce, Power BI, or similar platforms preferred. • Strong written communication and documentation skills.

• 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. Measures of Success Success in this role includes:

• Timely and accurate client communications and project updates.

• Consistent adherence to National Account SLAs and contractual requirements.

• Complete and accurate project documentation.

• Timely identification and escalation of projects at risk.

• Reduced delays caused by missing information or documentation.

• Support of timely estimate review, invoicing, and collections.

• Strong collaboration with field operations and National Account teams.

• Positive and consistent client experience throughout the project lifecycle.

 

Role Impact

The SLA Specialist plays an important role in protecting ATI’s National Account relationships by providing consistency and accountability across projects and offices. Through proactive communication, contract compliance, project oversight, and follow-through, this position helps ensure ATI delivers a consistent client experience while supporting operational efficiency, timely invoicing, and collection of outstanding receivables.