Resident Accounts & Billing Specialist

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

Benefits offered by this job

Health insurance

401(k) with company match

Paid vacation and holidays

Tuition reimbursement

Employee stock purchase plan

Apartment discount

Job summary

AvalonBay Communities, Inc. is seeking a detail-oriented Prior Resident Specialist to join our Partner Services SODA team. You will process SODA, refunds, and inquiries from prior residents and internal teams via the phone queue, ensuring accuracy and compliance.

The role emphasizes clear communication, problem solving, and timely task completion. The position is based in our Virginia Beach or San Antonio Customer Care Centers, with a focus on accuracy, empathy, and cross-team collaboration.

Qualifications

• High school diploma or GED required.
• Two years’ experience in a contact call center or fast-paced office environment preferred.
• Proficiency with Excel and Word; basic math and credits/debits understanding.
• Strong communication, accuracy, and compliance focus.

Responsibilities

• Process initial and cancellation SODA activities accurately and finalize data.
• Handle inbound calls from prior residents and leasing offices professionally.
• Complete adjustment items and conduct research tasks as assigned.
• Make outbound calls to leasing offices for documentation and follow‑ups.
• Process refund voids/reissues per policy and meet deadlines.
• Review escalated tasks and support teammates in Teams chat and training.

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Problem solving

Team collaboration

Empathy

Microsoft Office

Education

High school diploma or GED

Tools

Excel

Word

Microsoft Office Suite

Job description

AvalonBay Communities, Inc. is seeking a detail-oriented Prior Resident Specialist to join our Partner Services SODA team. You will process SODA, refunds, and inquiries from prior residents and internal teams via the phone queue, ensuring accuracy and compliance.

The role emphasizes clear communication, problem solving, and timely task completion. The position is based in our Virginia Beach or San Antonio Customer Care Centers, with a focus on accuracy, empathy, and cross-team collaboration.