Product Support Agent IV
About The Position
The Property Account Manager (PAM) is a senior, client-facing role responsible for the overall health, performance, and strategic oversight of assigned mid to large‑size Resident Billing Services portfolios. The PAM serves as a primary point of accountability for resident billing execution, partnering closely with property leadership and cross‑functional internal teams—including Implementation, Billing Operations, Compliance, and Submetering—to ensure accurate, timely, and compliant billing aligned with contractual and SLA commitments. This role supports mid to large sized portfolios or more complex clients, requires deep expertise in utility management and resident billing, advanced proficiency with RUM tools and reporting, and a consultative, solution‑oriented approach to client service. The PAM proactively manages complex billing cycles, identifies and mitigates risk, drives resolution of escalated issues, and influences process improvements to reduce defects and improve outcomes at scale. Strong analytical skills, attention to detail, and a service‑oriented mindset are essential, along with the ability to lead customer meetings, present insights, and guide clients through operational and billing decisions that support long‑term success.
Requirements
- Bachelor’s Degree preferred (Business, Finance, Accounting, IT, or related); equivalent industry experience accepted.
- Demonstrates fluency in English with the ability to communicate clearly, concisely, and professionally in both written and verbal interactions with clients, leadership, and internal stakeholders.
- 3-5+ years of experience at the PSR/Resident Billing level or similar billing operations experience.
- 3-5 + years of customer service, billing support, or AP/AR experience.
- Must be dependable, detail‑oriented, able to work in a fast‑paced environment, and comfortable handling multiple workstreams.
- Strong understanding of resident billing operations, including billing rules, adjustments, credits, and delinquency workflows.
- Knowledge of property management environments and billing processes.
- Excellent verbal and written communication skills in English ; able to explain billing concepts clearly.
- Strong analytical thinking: able to identify patterns, resolve recurring issues, and provide recommendations.
- Ability to manage multiple billing tasks, cases, and accounts simultaneously.
- High attention to detail with effective prioritization and time management.
- Proficiency with MS Office (Excel, Word, Outlook)
- Experience with the use of AI productivity and analysis tools, including Microsoft Copilot, Claude, Gemini, and ChatGPT
Nice To Haves
- Experience in property management or multifamily housing environments.
- Familiarity with utility billing regulations and compliance.
- Bachelor’s Degree in Business, Finance, Accounting, or related field preferred (or equivalent work experience).
Responsibilities
- Provide property‑level support for active RUM Resident Billing Services clients/accounts; handle inquiries, clarify billing items, and ensure accurate resident bills.
- Complete training, tools, and reporting tasks related to RBS; ensure accurate execution of assigned tasks related to billing processes.
- Process billing change submissions and monitor approvals and exceptions when SAM is not assigned.
- Conduct credit requests (non‑SLA), including creation, documentation, routing, and follow‑up.
- Execute payment research, resident credit research, disbursement inquiries, and delinquency reporting tasks under RUM Collect/RBR workflows.
- Retrieve and validate monthly utility bills for assigned properties; complete default research and resolve root causes.
- Investigate and coordinate sub‑meter issues, proposal requests, high/low usage concerns, and meter health issues with Read Readiness.
- Assist with PPA/pre‑adjustment/recalculation items and property‑driven billing concerns.
- Manage billing recovery inquiries, and resident billing compliance questions as needed.
- Maintain accurate case notes, documentation, and email management aligned with SLA.
- Attend regular internal and client meetings; communicate updates, risks, blockers, and status reports.
- Forward misrouted client/resident requests and ensure timely coordination with relevant internal teams.
- Ensure Billing Health & Quality, resolving recurring billing issues, excessive defaults, and rejection patterns.
- Assist with submitter issues, proposals, and validation of billing impact when consulted.
- Support customer with regulatory items (e.g., NCUC quarterly reporting) when SAM is not assigned.
- Partner with Implementation during onboarding or account transition activities.
- Coordinate with internal teams on payment issues, billing disputes, and system defects for RUM Collect/RBR clients.
- Provide updates to property teams on changes, billing cycles, adjustments, and account health trends.
Benefits
- Health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Performance-based bonus based on position.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
