Prior Resident Billing & Support Specialist

XCORP AvalonBay Communities Inc.; Virginia Beach (VA); On-site; USD 35,000 - 48,000; Full time

Job summary

Vivmark Residential is seeking a detail-oriented Prior Resident Specialist to join our Partner Services SODA team in Virginia Beach or San Antonio. You will process SODAs, handle billing inquiries, and support both prior residents and internal teams with accurate information and prompt service.

The role requires a high school diploma or GED, at least two years in a call center or fast-paced office, and solid experience with Excel/Word. Remote work demands a wired connection and 25 Mbps speed.

Qualifications

• High school diploma OR equivalent (GED) required.
• Two years’ experience in a contact call center or shared services center or fast paced office operations environment preferred. Computer programs including Excel and Word, general understanding of credits/debits and general mathematics.
• Reads and writes English as demonstrated by clear and concise written and verbal communications.
• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
• Experience with Microsoft Office Suite.
• Exceptional attention to detail.
• Problem solving skills; ability to identify customer concerns, acknowledge with empathy and articulate solution for the concern with a focus on providing a one call resolution.
• Ability to multi-task and perform other administrative tasks.
• Minimum Internet speed of 25MBPS (Uploads and Downloads) requirements and must be hardwired. Must have this network requirements to work remote. Wi-Fi is not acceptable or allowed.

Responsibilities

• Accurately process initial and cancellation Statements of Deposit Activity (SODA), identifying and correcting any incomplete or inaccurate information prior to finalization.
• Handle inbound calls from prior residents and leasing offices professionally and in a timely manner.
• Complete prior resident adjustment items and completing research tasks as assigned.
• Make outbound calls to leasing offices to obtain necessary documentation, clarify discrepancies, or follow up on pending matters.
• Process void and reissue requests for refund checks in accordance with policy.
• Verify and complete pending refund tasks, ensuring all necessary documentation and approvals are obtained and processed within the deadlines required.
• Accurately review and process escalated research tasks.
• Support peers by answering questions in the TEAMs chat and helping with new hire coaching and training.

Skills

Customer service

Communication

Attention to detail

Problem solving

Multi-tasking

English literacy

Education

High school diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Office

Job description

Vivmark Residential is seeking a detail-oriented Prior Resident Specialist to join our Partner Services SODA team in Virginia Beach or San Antonio. You will process SODAs, handle billing inquiries, and support both prior residents and internal teams with accurate information and prompt service.

The role requires a high school diploma or GED, at least two years in a call center or fast-paced office, and solid experience with Excel/Word. Remote work demands a wired connection and 25 Mbps speed.