SUMMARY 

An Operations Research Analyst is highly knowledgeable in RealPage billing practices, products, and business processes.  They work closely with the ORA Team Lead and should identify and escalate issues, as necessary. The ORA is also responsible for researching billing variances, ensuring products are configured accurately, Expense Versus Recovery research and analytics as well as base fee rate assurance.

PRIMARY RESPONSIBILITIES 

The following functions have been provided as examples of the types of work performed by an associate assigned to this job classification.  Management reserves the right to add, modify, change, or rescind the work assignments of different positions:

Subject matter expert for billing methodologies, base fee reviews and all variance research types Review and research assigned issues through company issue tracking software (NWP Focus - CRM) daily Perform daily research of variances and billing issues Perform daily logging of each variance or issue researched Perform daily submission of issues for external department review Make phone calls and research to external entities for verification of utility billing issues Identify the escalation of issues to appropriate contacts for resolution, prior to billing Perform Special Handling Audits, setup of special handling templates / recurring tickets, and processing of special handlings where required Perform support duties in other areas of Operations: Utility Bill Entry, Operations Research Requests, Billing Breakdowns, and Recalculations Perform Base Fee Audits Perform Utility Alert Management research Responsible for the research, escalation, and suggestions to Client Services for the Expense Versus Recovery program Process monthly audit reports to ensure configuration is error free and a standard methodology is applied to ensure product offerings are charged properly Become business process expert Gain thorough understanding of system capabilities Make suggestions for process/business improvements Ensure billing exceptions get researched and resolved Provide guidance to analytical / billing ops research that is requested Train other members in the organization regarding area of specialization

PREFERRED KNOWLEDGE/SKILLS/ABILITIES 

Must be self-motivated, eager to accept challenges and have a desire to work in a fast-paced atmosphere where priorities and responsibilities change quickly Strong research and troubleshooting skills Highly detail-oriented w/commitment to deadlines Must be comfortable working in an environment where managing the follow up and tracking of multiple tasks is a daily requirement Must have excellent organizational skills Firmly committed to achieving deadlines Fast learner Strong verbal and written communication skills Strong computer skills – MS Office Excel, Word, Outlook, Access Strong attention to details Ability to manage multiple projects/assignments at one time  Dependable  Team Player Experience in the multi-family billing services industry Must be capable to train others and serve as subject matter expert to other roles at RealPage Knowledge of technologies for tools (T-SQL, Access, CRM, Open-cIS) Knowledge of Data-Exchange Technology/Formats (XML, XSL, Excel, CSV) Strong finance / mathematical background Minimum of 2 years’ Utility Billing experience or supporting RUM products and services required Customer or client services experience required

TOP QUALIFICATIONS

Knowledge of Data-Exchange Technology/Formats (XML, XSL, Excel, CSV) 2 years of solid finance / mathematical background Minimum of 2 years’ Utility Billing experience or supporting RUM products and services required 2 years of customer or client facing experience required Strong data mining and automation skills of 2 years Intermediate skills using MS Products (Excel, Access, Word and PowerPoint) Highly analytical and keen to details