Senior Collections Specialist

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.
Are you a collections professional? Are you excited by research and looking to flex your analytical and critical thinking skills?
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 Sr. Collections Specialist and help change the world of real estate, one home at a time.
Our ideal candidate possess a sense of ownership with the ability to work independently and use judgment to resolve issues. Let your expertise shine through prompt and efficient handling of incoming and outgoing customer emails and calls related to settling past due balances.
What you'll do:

• Review, investigate and assess canceled accounts for outside collections (OCA) eligibility.
• Ensure balances represented in Salesforce are accurate (the final bill has been invoiced, and all appropriate credits have been issued) by reconciling accounts that have disputes or inaccuracies.
• Create applicable finance cases as required.
• Prepare and maintain a tracking schedule of canceled accounts to maintain reasonable SLAs for OCA tasks.
• Prepare and maintain a schedule of canceled accounts to send the Pre-Outside Collections Agency (OCA) letters.
• Process customer payments.
• Prepare a monthly file of canceled accounts to have the sub status for below threshold accounts updated via a bulk upload.
• Manage internal and external customer inquiries, questions or complaints via delegated email box.
• Primary liaison with OCA, responding to inquiries, providing account updates and delivering supporting documentation as requested.
• Maintain weekly statistical reporting of OCA activities for metrics measurements.
• Reconcile monthly reports from OCA to ensure all payments and account activity match in applicable spreadsheets and RDC's software platform.
• Update case owner, status, sub status in Salesforce as account dynamics change.
• Support collectors in resolving customer inquiries.
• Partner with Manager on general tasks, assignments, reporting and special projects.

How we work:
We balance accelerated creativity and innovation on a foundation of in-person collaboration and flexibility, from inside and outside of our office walls. For most roles, our employees work three days of their choice in our offices and the remaining two days from home. To be considered for this role, you must reside within 50 miles from our Scottsdale, AZ office.
What you'll bring:

• Minimum of a High School diploma or equivalent
• 3+ years of experience in collections, collecting on accounts 90+ days past due
• Highly articulate with excellent communication skills, written and oral.
• Excellent time management skills with acute attention to detail.
• Strong interpersonal skills and willingness to adapt to rapid change.
• High aptitude and tolerance for engaging with potentially dissatisfied clients.
• High agility and tolerance to shift focus from task to task, or from one sub-segment of clients to another.
• Working knowledge in various computer applications (Google Docs, Gmail, Google Calendar, Google Chrome, Google Sheets, etc.)
• Intermediate Excel skills required (pivot tables, VLookup, conditional formatting, etc.)

Do the best work of your life at Realtor.com
Building your career? Build it better 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.