Dedicated Settlement Workspace Empowers Account Managers with Clear Ownership and Workflow

Context and Problem

Account Managers (AMs) previously managed settlements outside the core Settlement operational workflow, accessing the same board as analysts without a tailored interface. This led to significant inefficiencies:

• Orphan Cases: Operations without an assigned Account Manager lacked centralized visibility, obscuring case counts and origin Property Coaches.
• Kanban Noise: AMs were exposed to the entire settlement pipeline, complicating prioritization and focus on their specific tasks.
• Blurry Permissions: AM responsibilities were ambiguous; AMs needed to manage buyer documentation for assigned deals but were restricted from editing full case files or moving phases.

The absence of a dedicated workspace resulted in slow case assignments, poor traceability of client relationship ownership, and no consolidated project oversight when operations involved multiple units.

The Solution

The introduction of the Account Manager as a native Settlement role integrates the full operational cycle—discovery, self-assignment, case management, and buyer documentation review—directly within the Vistral platform.

Key features include:

• AM Operations Home (/settlement):

  • Unassigned Cases Queue: Consolidated list of cases without assigned AMs, sortable by project type and Property Coach, with search functions and single or bulk assignment options.
  • My Assigned Projects: Personalized book displaying assigned cases with current phase details, blockers (such as pending documentation or mortgage approvals), "new" tags for recently assigned cases, and grouping by operation type.
  • Alerts: Tailored operational notifications excluding analyst or lead-specific workload views.

• Kanban Board Adaptations:

  • Defaults to AM's own cases (filtered by accountManagerIds).
  • Ability to view colleagues’ cases with read-only access to unassigned cases, clearly marked.
  • Direct "Assign to me" action on Kanban cards, with confirmation prompts if cases already have an AM.
  • Toggle between unit-level and project-level views, including project sidebars with phase breakdowns and drill-down capabilities.

• Traceable Multi-AM Assignments:

  • Support for multiple AM assignments per case with timestamped records.
  • Leads and administrators can modify assignments via the Kanban popover.

• Scoped Permissions:

  • AMs cannot move phases or edit full cases.
  • Edit access limited to buyer documents on assigned cases.
  • Other cases visible as read-only until self-assigned.

• Lead Oversight Enhancements:

  • Leads and administrators gain an AM filter on the Kanban board to balance workloads and audit case ownership effectively.

Expected Impact

Area	Before	After
Time to self-assign a case	Manual coordination with lead and ad-hoc searches	Instant self-assignment from home or Kanban; bulk possible
Book visibility	Mixed within entire Settlement pipeline	Dedicated "My projects" home and Kanban filtered to AM's cases
Unassigned cases	No central queue	Dedicated section with count, coach filters, and search
Ownership	Implicit or externally tracked	Explicit, auditable AM per case; multi-AM supported
Multi-unit operations	One card per unit, no project context	Project view with aggregated status and drill-down
Risk of improper edits	AM had analyst-level or no permissions	Scoped role: restrict moves; edit buyer docs only on own cases
Lead oversight	No AM filter	AM filter on Kanban plus full assignment visibility

This implementation transforms the Account Manager role from a peripheral participant on the analyst board to a full operator with an exclusive workspace, precise permissions, and comprehensive visibility. Consequently, it enhances operational efficiency, transparency, and accountability in settlement management.