NPAC - SLA Specialist

About the role

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.

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.

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