Manager, Customer Accounts

Manager, Customer Accounts

Position : Manager, Customer Accounts

Compensation : Pursuant to Colorado regulations, if this job is performed in Colorado, the salary range $60,000- $70,000 plus bonus potential. Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts.

Reports To : Director, Centralized Operations

Summary : As a Customer Accounts Manager, you are primarily responsible for overseeing a team of Specialists focused on rent collection, delinquency notices, resident communications, and accounts payable for an assigned group of 5 to 8 conventional and student housing communities within the Cardinal Group portfolio, while supporting 1-3 communities directly. This role is part of Cardinal Group's new centralized services team, and work may be performed remotely or at our HQ office in Denver, CO. Although your role may be remote and reports to the centralized services leadership team, you will work closely with team members to provide consistently excellent customer service to our future and current residential customers.

Essential Responsibilities (Including but not limited to) :

• Lead a team of 4 - 7 Customer Accounts Specialists on the Centralized Services team.
• Populate and convey the results of monthly KPIs reporting of managed Customer Accounts Specialists to focus on ongoing monthly service efforts.
• Provide monthly performance reports and perform routine check-ins with the Operations leadership of serviced communities.
• Manage the automated issuance of rent reminders and delinquency notices to residents at all assigned communities.
• Initiate phone and email communications with delinquent residents and any co-applicants or guarantors.
• Support future and current residents with ledger discrepancies and the posting / removal of charges as directed by the Community or Portfolio / Regional Manager.
• Provide resources for payment plans and rental assistance programs where applicable.
• Issuance of move-out statements to vacating residents.
• Processing of community accounts payable and accounts receivable, including the posting of all purchase orders and invoices for assigned communities.
• Oversee the vendor credentialing process for new and unregistered vendors through our credentialing platform, OpTechnology.
• Submission of expense reclassifications and accruals as directed by the property accounting team for monthly financial reporting.
• Assist community teams with lease and charge audits.
• Offer efficient and courteous responses to all resident and community requests.
• Pursue educational opportunities and developmental growth opportunities
• Other responsibilities as assigned or required based on the needs of the business.
• Participates in Cardinal U training as required.

Preferred Qualifications :

Work Environment / Physical Demands :

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions. Incumbents primarily work in an office environment but may also have frequent exposure to areas outside apartment buildings and throughout all areas of the property, including amenities. They also have frequent exposure to outside elements, where temperature, weather, odors, and / or landscape may be unpleasant and / or hazardous.

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, type, handle, or feel objects, and to talk or hear. The employee is regularly required to stand, walk, reach with hands and arms, and perform tasks that involve climbing, stooping, or squatting. The employee is often required to sit for extended periods. Incumbents must be able to physically access all exterior and interior parts of the property and its amenities. They must be able to work both inside and outside in all weather conditions, including rain, snow, heat, hail, wind, and sleet. The employee must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Routine local travel may be required to attend training classes, client visits, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position. Overnight travel is required to attend company functions, training sessions, property visits, and other situations necessary for the completion of special projects that may be assigned from time to time.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform any other related duties, as assigned by their supervisor.