Senior Account Resolution Specialist at Realtor.com®

Location: Scottsdale

Are you a problem solving, collections expert? Are you looking to bring value to the collection department and provide exceptional service within a high contract value account portfolio? 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 Senior Collections Specialist and help change the world of real estate, one home at a time.

What you’ll do:

• Research, analyze and implement the required specialized procedures associated with the assigned high value account cases, prior to initiating contact to collect past due balances.
• Perform account analysis and take a proactive approach to accounts that present a potential risk and bring that to the attention of management, with a proposed solution, to mitigate risks.
• Ability to professionally communicate with and handle the concerns of high value accounts by thoroughly reviewing the account and collaborating with the appropriate internal departments to resolve.
• Handle extensive research requirements for more complex account discrepancies and customer inquiries, as assigned by management.
• Serve as a resource to assist other collectors with difficult or complex accounts and situations.
• Support the Collections Supervisor and manage special projects as designated.
• Oversee the collections policies and processes located in the Knowledge Library to ensure the most up to date descriptions are accurate.
• Coordinate with the supervisor to manage training of all new employees in all aspects of collector day-to-day responsibilities.
• Willingness to assist in training as needed with new department processes
• Work with supervisors to prioritize process improvements and to keep collectors abreast of development and changes related to our daily function.
• Review and respond to customer inquiries in multiple queues.

How we work

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. This is a hybrid role in our Scottsdale office three times each week.

What you’ll bring: 

• Minimum of High School Diploma or equivalent.
• 3+ years’ experience in Business/Corporate Collections.
• Proficient in Microsoft Products: Excel and Word.
• Resourcefulness, ability to proactively identify opportunities for improvement, and ability to leverage available resources efficiently to overcome challenges and achieve goals.
• Knowledge of Billing and Collections procedures.
• Excellent time management skills with acute attention to detail. 
• Critical thinker with an ability to independently make decisions and exercise authority within established guidelines and limits. 
• Strong interpersonal skills and willingness to adapt to rapid change.