At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.
Manager, Account Resolution & Credit at Realtor.com ®
Location: Scottsdale
Are you an account resolution expert? If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Manager, Account Resolution & Credit and help change the world of real estate, one home at a time.
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In this role, you will lead and manage the day-to-day operation and overall performance of their staff through coaching and training. Your team includes account resolution, credit and chargeback specialists. The ideal candidate will have a solid understanding of ERP and accounting systems as well as process flows. This position is responsible for hitting specific activity metrics and performance targets. This department is very customer service orientated. We are on the front line speaking to customers to discover why they are not paying their invoice, to identify if there is anything internally we need to resolve or they just cannot pay. This position will ensure continuous process improvement throughout the operation by providing leadership, direction and motivation to the workforce. This position reports to the Director, Finance.
What you'll do:
- Provide and demonstrate effective leadership in managing their team, ensuring the attainment of goals and performance metrics
- Assist in escalated customer issues and following through to complete resolution
- Oversee, monitor, develop and guide staff
- Review chargeback process and establish procedures to ensure they are handled appropriately and in a timely manner
- Develop management reporting around chargeback metrics
- Develop and maintain relationships with third-party vendors
- Evaluate credit risk for customers as needed
- Direct and manage day to day operations of staff as part of the finance department
- Provide regular and ad hoc reporting to management
- Monitor delinquent accounts for monthly deactivation
- Coordinate with internal departments to resolve application of cash, credit memos and cancellations of contracts issue.
- Review current processes and develop recommendations to increase metrics and efficiency while providing excellent customer service
We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.
What you'll bring:
- Bachelor's degree from four-year college or university preferred
- 5 year experience in finance, billing or customer service; 2+ supervisory/management experience preferred
- Experience with chargeback process and follow up
- Proficiency in financial software required, Salesforce experience preferred
- Excellent understanding of ERP systems and flows
- Proficiency in Microsoft Office Excel and GSuite
- Demonstrate ability to lead, coach, develop effective teams
- Goal setting [defining and prioritizing specific driving objectives]
- Strong communication and ability to work effectively with internal teams
- Strong communication and presentation skills and follow through
- Ability to take an idea and run with it
- Results oriented with ability to manage change while creating a positive environment
Do the best work of your life at Realtor.com®
Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation-the core that drives us passionately forward. At Realtor.com®, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
Diversity is important to us, therefore, Realtor.com® is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, Realtor.com® will provide reasonable accommodations for otherwise qualified disabled individuals.