Supervisor, Accounts Receivable Resident Support

Description

Job Overview :

The Supervisor, Accounts Receivable Support is responsible for overseeing the daily operations of a team that manages incoming requests and inquiries from residents, property teams, association attorneys and other internal and external stakeholders related to resident accounts. This role ensures timely and accurate processing of inquiries, adherence to standard operating procedures, and the protection of sensitive client information. The Supervisor provides general supervision, supports team development, and ensures service levels and departmental goas are consistently met. The position requires strong organizational skills, attention to detail, and the ability to adapt to evolving responsibilities within the Accounts Receivable Resident Support team.

Your Responsibilities :

Essential Duties :

• Administration of Resident Inquiries and Accounts in Collections
• Supervise daily operations related to resident account inquiries, including missed / misapplied payments, account reconciliations, refunds, and transfers via Zendesk.
• Manage ticket assignments and daily task distribution among team members to maintain service levels and ensure operational efficiency.
• Oversee attorney-related inquiries and documentation, including check intake and timely processing, accurate dashboard updates, and secure file maintenance.
• Collaborate with legal partners and external counsel to obtain, organize, and manage required documentation (e.g. blanket agreements, and payment instructions) for accounts in collection status.
• Leadership and Team Management
• Supervise Account Receivable team members, ensuring accurate and efficient execution of daily tasks.
• Monitor performance metrics and provide coaching, training, and evaluations to support team development and accountability.
• Manage personnel actions, such as scheduling time off and tracking absences.
• Collaborate with the Manager on staffing decisions such as hiring, promotions, transfers, disciplinary actions, and terminations.
• Cross-functional Coordination
• Collaborate with property team, operations, and other client accounting teams to resolve resident account inquiries and maintain accurate financial records.
• Provide day-to-day guidance to team members by assisting with escalated issues, ensuring timely resolution, and reinforcing adherence to established procedures through ongoing coaching and training as needed.
• Financial Reconciliation and Reporting
• Oversee Zendesk reporting, analyzing ticket trends and team performance to identify areas of improvement.
• Reconcile processed checks with submitted batches for the Resident Payment Application (RPA) team, ensuring accuracy and completeness, and maintain an accurate daily log of activity.
• Oversee and validate check requests, including transfers, refunds, and payments to third-party collectors, ensuring compliance with internal controls and timely submission to Accounts Payable for processing.
• Manage ad-hoc reporting assignments such as check logs, refund reports and other operational summaries.
• Compliance and Process Improvement
• Monitor team activities to ensure compliance with governing documents, internal controls, regulatory standards, and adherence to standardized operating procedures for consistency and accuracy.
• Identify and recommend process improvements to enhance operational efficiency.
• Communicate policy and regulatory updates to the team under the guidance of the Manager.

Additional Duties :

Skills & Qualifications :

Supervisor : Yes

What We Offer :

As an exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match.

Disclaimer :

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.