Team Lead - ACAM Central (PTX2024-7405) - RealManage

Overview

RealManage is a national Inc. 5000 firm with clients and operations in 26 states from California to Florida and from Texas to Illinois that delivers services to homeowners’ associations (HOAs), condominium associations, cooperatives, luxury high-rises, municipal utility districts, and master-planned communities. RealManage also serves nationally recognized developer/builder clients.

As one of the largest (#3 out of 5,000+ firms) and fastest-growing companies in the community management industry, RealManage offers exceptional solutions provided at competitive prices with the best people, best practices, and best technology of cloud-based and mobile apps. The RealManage mission is to provide comprehensive and innovative solutions; exceed the expectations of our customers; provide visibility and transparency in all that we do for our clients who place their trust in us; measure our performance and improve at the fastest rate possible; create a work environment that encourages professionalism, growth, and diversity; and grow a financially strong organization which will enable us to provide industry leading innovations apart from our competition.

RealManage is a values-based company with the following values as our guiding principles:

• Integrity: we always do the right thing.
• Respect: for our customers, employees and company; mutual respect is the cornerstone for every RealManage relationship.
• Selflessness: more than teamwork; we are part of something special and much larger than any of us.
• Personal Relationships: we are a professional services company; people do business with people they like.
• Always Improving: never satisfied, always learning and always growing; one is either getting worse or getting better...never staying the same. At RealManage, we are always getting better.

RealManage is rapidly growing and has numerous exciting opportunities for customer service professionals to join our Shared Services team in servicing community associations. You will have the opportunity to perform in a technology-driven environment using our internally developed world-class community management software. The customer service positions provide a unique opportunity to learn multiple facets of the business. Our large and growing Shared Services team provides opportunities for career advancement into other "back-office" and accounting support positions as well as "front-office" community management support positions. 

Our Customer Service Center operates from 7:30a - 7:00p M-F which allows for flexible work hours, and includes part-time schedules. RealManage provides a 2-week training program consisting of a week of classroom training and a week of on-the-floor training.

Responsibilities

As the Team Lead for the ACAM Central team, you will play a crucial role in overseeing and managing the processes associated with ACAM Central to ensure accuracy and timely completion of tasks.

Your responsibilities will include tracking reports, conducting training, and engaging with internal clients on a regular basis. You will also act as a liaison between the department and market/branch staff, addressing questions and concerns related to ACAM Central.

Key Responsibilities:

● Process Oversight: Manage and oversee the ACAM Central processes to ensure that all tasks are performed accurately and deadlines are met.

● Reporting and Tracking: Track and analyze reports related to ACAM Central operations. Identify and address any issues or discrepancies.

● Training: Develop, update, and deliver training materials for ACAM Central. Ensure that all team members and relevant staff are trained effectively.

● Client Engagement: Meet regularly with internal clients to address their needs and concerns related to ACAM Central. Provide solutions and support as necessary.

● Onboarding and Support: Handle the organic onboarding, maintenance, and transition of organic communities to ACAM Central. Provide ongoing support to local CAMs and DCAMs, and manage internal tasks associated with these processes.

● Material Updates: Regularly update ACAM Central training materials and contact lists for each market to ensure they are current and accurate.

● Audit and Feedback: Conduct audits of ACC submissions by individuals and provide constructive feedback to improve performance and accuracy.

● Additional Tasks: Perform other work-related tasks as assigned by management

Qualifications

• Education equivalent to a 2 Year Associate’s Degree, or equivalent in related work experience.
• Excellent communication skills, both written and verbal
• Positive, customer friendly and helpful demeanor
• Previous experience assisting with customer billing and account issues a plus
• Previous experience providing basic technology help desk support a plus
• Bilingual language skills is a plus

Pay and Benefits:

$20.75 to $21.00, depending on education and experience.

Benefits include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life and Disability Insurance
• HSA (Required High Deductible Medical Plan to be eligible)
• FSA 
• Education Reimbursement 
• 401K matching 
• Employee Assistance Program (EAP)
• 11 paid Holidays