Resident Account Supervisor

Embark; Bengaluru; Hybrid; INR 1,400,000 - 2,400,000; Full time

Job summary

Embark in Bengaluru is seeking a Senior Resident Account Supervisor to lead a Bengaluru-based team of Resident Account Specialists, ensuring accurate receivables processing, timely payments and compliant account administration across the portfolio.

You will oversee workload, coaching, and performance metrics, coordinate with US-based Operations and Finance, and maintain procedures while working in a hybrid Bengaluru office aligned with US hours.

Qualifications

• Bachelor’s degree in business, accounting, finance, commerce or related field; equivalent relevant experience may be considered.
• 8+ years in accounts receivable, collections or resident accounting.
• 4+ years supervising or leading a team.
• Strong AR/collections knowledge including payment application, reconciliation, delinquency management and exception resolution.
• Experience in high-volume, multi-property shared services or centralized operations.
• Experience with MRI or similar property-management platforms.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal business English; ability to work across time zones.
• Proficiency in Microsoft Excel and Outlook.
• Experience in student housing / multifamily housing is preferred.

Responsibilities

• Lead day-to-day resident account activities across the portfolio, ensuring accurate receivables processing and related transactions.
• Develop Bengaluru-based Resident Account Specialist team with coaching and training.
• Monitor productivity, service levels and metrics like reconciliations, delinquency and refunds.
• Provide escalation guidance to residents, guarantors and stakeholders.
• Oversee collection and delinquency processes, notices and third-party activity.
• Oversee reconciliations, refunds, charges and final balances.
• Maintain knowledge of lease requirements and local rules affecting payments and evictions.
• Collaborate with US leadership on portfolio performance and escalated matters.
• Maintain procedures, training materials and documentation; drive process improvements.
• Staffing, capacity planning and hybrid-setup with Bengaluru office and US hours.

Skills

Accounts receivable

Collections

Team supervision

Financial systems

Excel

Education

Bachelor’s degree in business, accounting, finance, commerce or related field

Tools

MRI

MS Office / Excel

Job description

We are seeking a Resident Account Supervisor to lead a Bengaluru-based team of Resident Account Specialists responsible for supporting the accuracy, collection and administration of applicant, resident and former-resident accounts across an assigned portfolio.

The Resident Account Supervisor leads the team in delivering accurate and timely account processing, effective delinquency management and resolution of resident-account exceptions, while ensuring strong service to property teams, residents and other stakeholders.

The Resident Account Supervisor serves as the primary day-to-day point of accountability for the offshore team, including workload management, escalation support, productivity monitoring, training and process execution. The role requires strong knowledge of resident account policies, lease requirements, collections processes and applicable operating procedures, while driving consistent and scalable practices across the portfolio.

Primary Role

Lead the day-to-day execution of resident account activities across the assigned portfolio, ensuring accurate and timely processing of receivables, payments, refunds, credits, collections activity and related account transactions.

Lead and develop the Bengaluru-based Resident Account Specialist team, establishing clear performance expectations, allocating workload, providing coaching and training, and ensuring consistent execution of established processes.

Monitor team productivity, service levels and key operating metrics, including account reconciliations, collections activity, delinquency, refunds, unresolved exceptions and other measures of execution quality and timeliness.

Provide escalation guidance and support to Resident Account Specialists, property teams, residents, guarantors and other stakeholders, helping resolve complex account issues in a timely and service-oriented manner.

Oversee collection and delinquency processes for the assigned portfolio, including payment arrangements, required notices, third-party collection activity and coordination of eviction-related account support in accordance with established procedures.

Oversee daily and recurring account reconciliation processes, ensuring payments, returns, refunds, charges and other resident-account transactions are complete, accurate and appropriately supported.

Review and support execution of Final Statement and move-out account processes, ensuring refunds, charges and final balances are handled accurately and within applicable deadlines.

Maintain strong working knowledge of lease requirements, resident account policies and applicable state and local requirements affecting payment timing, late fees, refunds, collections and eviction-related processes.

Partner closely with US-based Operations and Finance leadership on portfolio performance, delinquency trends, escalated resident-account matters and other issues requiring coordinated resolution.

Maintain and improve team procedures, training materials and process documentation, ensuring the team follows consistent practices across assigned properties.

Identify opportunities to improve resident account workflows, collections effectiveness, system utilization and team productivity, and support systems enhancements, testing and deployments.

Collaborate with Collections, Resident Management Systems, Accounting and other internal teams to maintain account integrity, resolve recurring issues, and oversee targeted account audits and reviews, including weekly, monthly, quarterly and annual audits. Coordinate documentation preparation, ensure records are reviewed for accuracy and completeness, evaluate discrepancies, and ensure timely follow-up and completion of corrective actions.

Manage a limited portfolio of resident accounts directly as needed to maintain familiarity with processes, provide coverage and support team execution.

Partner with US-based leadership and the India-based team on staffing, hiring, performance management and team development to ensure appropriate capacity and capability.

Work from the Bengaluru office under the hybrid working model, with working hours aligned to provide meaningful daily overlap with US business hours. Flexibility is expected during turn, month-end closing, peak collections periods and other high-volume operating cycles.

Requirements

• Bachelor’s degree in business, accounting, finance, commerce or a related field is preferred; equivalent relevant experience may be considered.
  

• 8 or more years of experience in accounts receivable, collections, resident accounting, property operations or another related transactional finance or customer-account role.
  

• Prior 4yrs of experience supervising, coaching or providing day-to-day direction to a team is strongly preferred.
  

• Strong understanding of accounts receivable and collections processes, including payment application, account reconciliation, delinquency management, refunds and exception resolution.
  

• Experience working in a high-volume, multi-property, shared-services or centralized operations environment is preferred.
  

• Experience using property management, resident accounting or financial systems is required; experience with MRI or similar property-management platforms is preferred.
  

• Strong analytical and problem-solving skills, with the ability to review account activity, identify exceptions and resolve or elevate issues appropriately.
  

• Working knowledge of internal controls, approval requirements and documentation standards applicable to resident-account and receivables processes.
  

• Strong organizational and time-management skills, with the ability to manage multiple properties, team deliverables and competing deadlines.
  

• Strong written and verbal communication skills in business English, with the ability to work effectively with US-based property teams, residents, guarantors and internal stakeholders across time zones.
  

• Demonstrated customer-service orientation while maintaining appropriate account, collection and policy discipline.
  

• Proficiency in Microsoft Excel, Outlook and other standard Microsoft Office applications.
  

• Experience in student housing, multifamily housing, property management or another high-volume residential environment is preferred.