Property Support Associate – Payment Support
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Remote,
Property Support Associate – Payment Support | Remote
This is a remote/WFH position; however, you must live in one of the states where we currently operate.
DESCRIPTION:
The Resident Payment Support Associate fulfills onsite responsibilities including, but not limited to payment processing, proactive financial audits, resident inquiry routing and response. Working remotely, the PSA will handle these functions for multiple properties in a Region/Regions, thus providing improved property performance and reduced onsite operating expenses. Their general role is to help ensure that the operations in place for the resident payment support team are as effective, consistent, and efficient as possible, following all Company policies and procedures ensuring that the business operates in a way that meets the needs of their customers effectively. They will embody our values of being courageous, accountable, inclusive, and energizing.
RESPONSIBILITIES:
- Responding to resident and property employee queries in a timely and accurate means, via phone, email, or chat.
- Coordinate and process all assigned tasks and inbound resident and property requests in a timely, consistent, and accurate manner in accordance with all local and state regulations as well as in compliance with company policies and procedures.
- Expert in Property Manager and Assistant Manager responsibilities including, but not limited to onsite financial analysis, housing authority payment applications, payment method management, resident and onsite inquiries.
- Responsible for ledger adjustments, returned payments, exception requests, and payment related support tickets.
- Escalates concerns to the Resident Payment Support Manager as it pertains to difficult or sensitive resident complaints and requests for information from residents and property staff.
- Assists with Delinquency Support Associate responsibilities as needed.
- Build and maintain relationships with customers, including residents and property associates, driving standardization and compliance.
- Proactively identify residents' needs or challenges and collaborate with the property team and leadership team to resolve.
- Contribute to departmental improvements, with intentions to further improve resident payment support functions.
- Maintain established team Key Performance Indicators on response time, quality, and accuracy of the resident payment support team member responsibilities.
- Other duties as assigned.
REQUIREMENTS:
- Bachelor's degree (B. A.) from four-year college or university; or three to five years related experience and/or training preferably in property management/customer service; or equivalent combination of education and experience.
- Experience working in a real estate environment and/or property management operations, financial administration, and knowledge of YARDI and Microsoft Office preferred.
- Experience working onsite preferred.
- Must demonstrate strong administrative, communication, and customer services skills, both written and verbal.
- Strong problem solving and analytical skills.
- Understanding of database concepts, resident ledgers, and workflows.
- Excellent organization and time management skills.
- Familiar with multi-family software solutions. Yardi experience preferred.
- Compassion for the end user experience.
- Capable of prioritizing multiple tasks and meeting deadlines.
- Strong analytical skills and a good understanding of human behavior.
COMPENSATION:
Hourly: Starting at $28 or $58,240 annually. The full range is $28 - $33 depending on years of experience, tenure, and location.
Bonus: A 10% bonus potential with experience and may vary according to location.
BENEFITS:
- This position is also eligible for bonus and benefits. For more information, visit: Benefits!
- 1 hour of paid sick and safe time for every 30 hours worked, 10 days of paid vacation time accrued bi-weekly, 6 weeks of paid parental leave, 10 paid holidays annually, and up to 3 floating days.
Windsor Property Management Company is an Equal Opportunity Employer