Accounts Receivable Customer Support

Position Overview:
We are seeking a customer-oriented Accounts Receivables Support Representative for the Account Receivables Department of a US-Based HOA Company (full-time remote position). This team Member will ensure that residents feel their concerns about assessments and HOA financials are addressed promptly, productively, and positively including assisting Homeowners with questions or concerns about their invoices, payments, and accounts. This support leads to superior customer service, resident appreciation of the HOA, timely dues payments, and protection of property values. The target is to ensure excellent service standards, respond efficiently to resident inquiries, and maintain high customer satisfaction.

Important Qualities Possessed:
- Patient
- Empathetic
- Passionately communicative
- Loves to talk
- Problem-solver
-Confident at troubleshooting and investigating if they don’t have enough information to resolve resident complaints

Key Responsibilities:
1. Resident Communication:
- Act as the first line of communication for inbound resident calls and tickets.
-Exhaust all efforts to resolve questions and concerns without further escalation.
- Update resident contact information (phone, email, mailing address, etc.).
-Respond to all residents promptly and personally.
- Answer phone calls and tickets in a timely manner.
- Return unanswered calls/voicemails the same day.
2. Conflict Resolution:
- Proactively resolve conflicts and explain account balances.
- Provide copies of statements or collection notices.
- Assist residents with online payment processing and creating tickets.
- Process account adjustments (erroneous AR charges, amnesties, settlement agreements,
etc.) and maintain accurate records of changes made.
- Research payment deposits and ensure all notes and attachments are up to date in management software.
- Collaborate with other team members and /or board to gather additional information if
necessary.
3. Action Item Management:
- Close out tickets when all answers are provided.
- Process payment plans, fee waiver requests, account disputes, and returned payments.
- Research and resolve resident account disputes.
- Make outreach calls and emails as requested.
4. Payment Plans and Adjustments:
- Receive and review payment plan requests from residents.
- Check for company authority or communicate with the board liaison for approval or
denial.
- Notify residents of the company/board's decision and set up auto drafts if approved.
- Create appropriate action item(s)
5. Returns and Collections:
- Process returns (NSF/Stop payments/non-CMGT checks)
- Send notices to residents via mail or email, and update action items if the resident is on
a payment plan.
- Notify the board as needed.
6. Training and Compliance:
- Attend all company or departmentally mandated training unless otherwise instructed by
the department supervisor.
- Follow all company standard operating procedures, guidelines, and processes.
7. Additional Guidelines:
- Always verify updated contact information and obtain email addresses to communicate
urgent matters.
- Use "How may | assist you?" instead of "How may I direct your call/email?".
- Reference notes in resident files during conversations to address ongoing issues.
- Return voicemails by the end of the business day.
- Respond to emails and tickets by the end of the day or within 24 hours.
- Prioritize emergency calls and tickets appropriately.
- Encourage residents to participate in phone surveys.

Qualifications:
- At least 2 years of experience as AR support
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- High attention to detail.
- Basic understanding of accounting principles, including journal entries.
- Ability to work 40 hours per week, following US time zone.

Perks:
· Full-time regular employment after 5 months of a probationary period
· HMO
· 13th month pay
· VL and SL leave credits
· Statutory benefits following PH Labor laws

Job Types: Full-time, Permanent
Pay: Php35,000.00 - Php40,000.00 per month

Benefits:
Health insurance
Work from home

Schedule:
8 hour shift
Monday to Friday
Night shift

Supplemental Pay:
13th month salary

If interested, you may submit an application using this link: tinyurl.com/Prime-Application-Link (copy and paste the link into your browser if it's unclickable) and expect an email from our Recruitment team for the next steps! Make sure to indicate the position you're applying for.

Thank you and looking forward to hearing from you.