SUMMARY

The Payment Operations Specialist II primary responsibility is to perform tasks associated with a specific team such as Credit Rent Reporting (CRR) but could include other teams within Screening and/or Payments.  The basic duties of an Payment Operations Specialist II is to manage the flow of a process and optimize day-to-day activities. The role involves tasks like responding to customer requests, updating customer information, cancelling services, and maintaining reporting, which require detail-oriented people with the ability to look at the bigger picture.

PRIMARY RESPONSIBILITIES

Assist in day-to-day Operations tasks, such as: processing customer requests, which may include changing payment information, updating customer information, updating payment information, cancelling services, answering general questions. Provide documentation for internal audits Must be able to work with customers that call into the contact center The ability to review and respond to e-OSCAR disputes as a provider of credit data. Build on the process knowledge continuously and scale up to handle at least more than 2 tasks apart from Primary Task Report daily, weekly and monthly to management as needed Responsible for resolving problems of low complexity Report daily, weekly and monthly to management as needed Assist in onboarding, mentoring and training activities Additional duties as required

QUALIFICATIONS 

Required:

2 years of college education Prior screening or payment experience with a demonstrated responsibility for exercising judgment and decision making is desired Basic to intermediate knowledge of MS Office Suite (Word, Excel, PowerPoint, Outlook) Verbal and written communication skills Must possess good organization, time management skills and strong attention to detail Ability to work with little supervision, but knowing when to escalate problems to management Ability to recognize and escalate situations as deemed necessary Demonstrate consistent judgment Ability to work after regular business hours as needed to guarantee deliverables are met Ability to work US business hours Reliable and dependable Ability to adapt to change

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Required:

Preferred Bachelor’s Degree majoring in Accounting, Computer Science, Finance, Information Science, Business Management, or similar field required. Relevant experience in a contact center Relevant BPO (Business Process Outsourcing) experience Experience with Salesforce, SharePoint, and MS Teams Experience within the multifamily industry is desired

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.