Manager, Account Resolution & Credit

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: ScottsdaleAre 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.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 manager

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

How we workWe 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; 1-3 years 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 Gmail

Demonstrate ability to lead, coach, develop effective teams

Goal setting [defining and prioritizing specific driving objectives]

Strong communication and presentations skills and follow through

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.