Associate Director Fulfillment

Utility Billing

Lehi, UT

Job Description: 

As an Associate Director you will be responsible to oversee the operations of the ResidentUtility, Utility Expense Management and Invoice Processing products.  You will manage a team and ensure that their daily tasks are being completed in an accurate and timely manner.  You will be responsible to ensure your team is meeting monthly metrics and KPI’s, while working to improve processes.  Strategically coordinating with other teams and departments to deliver the best client experience with the utility suite of products will be your key driver for success.


Job Responsibilities:

Personnel and Team Management

  • Engage with team members to discuss performance, provide coaching and maintain team goals

  • Engage in the employee life cycle of team members including hiring, training, developing, coaching, and taking disciplinary action if/when necessary

  • Educate and assist team members with processes, procedures, client workload and client communication


Metrics, Goals and KPI’s

  • Hold team members accountable for team-specific goals and metrics

  • Manage the team’s workload to consistently meet department metrics and KPIs

  • Understand and review department and company metrics and KPI’s to ensure your team is consistently meeting and/or exceeding these goals


Product Knowledge

  • Maintain expert level knowledge of the RU, UEM and IP products and systems 

  • Identify and improve internal deficiencies with Product and Development teams

  • Create new workflows as needed, and monitor and maintain existing workflows 

  • Incorporate opportunities across the department to gain efficiencies, automate processes, and mature the service offering


Customer Interaction

  • Act as the first point of contact for customer escalations related to team members or concerns over the service provided

  • Collaborate with Implementation Consultants, Utility Service Managers, Customer Success Managers, and other involved parties to ensure client needs are met

  • Manage a portfolio of clients, complete all assigned tasks for those clients, as needed


Desired Qualifications:

  • Strong sense of leadership and accountability; ability to lead, train and develop team members

  • Basic understanding of provider billing, legal processes and industry best practices

  • Basic understanding of general accounting practices

  • Ability to deliver quality results with strict deadlines

  • Ability to evaluate processes and find areas for improvement

  • Excellent communication skills, both verbal and written

  • Excellent problem solving skills and attention to detail

  • Self-motivated without supervision; a healthy desire to constantly succeed

  • Organizational skills needed to balance workload and team management to achieve optimal results

  • Basic computer skills and experience with Office products, specifically Microsoft Excel

  • Property management experience is a plus


Base Wage/Salary:

  • Annual Salary, DOE
  • Benefits Package
  • 401k with matching
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance 
  • Flexible Spending Account
  • Short-term and long-term disability
  • On-site gym

Physical Demands: 

The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this job.

Occasionally required to stand; walk; sit; use hands and fingers to
handle or feel objects, tools, or controls; reach with hands and arms;
climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear,
and taste or smell.

The employee must occasionally lift or move up to 20 pounds.
Specific vision abilities required by the job include close vision,
distance vision,

Entrata is the largest portal and online payment provider in the
U.S., servicing over 3.5 million apartment residents nationwide.
Founded in 2003, Entrata is a uniquely positioned B2B PaaS
company serving the multi-family industry. Our suite of technology
solutions enables our customers to manage all aspects of the
critical functions necessary to run a multi-family management
company, from property-level operations all the way up to corporate
management and marketing. Our vision is to enable more
efficiency and productivity for our clients through the development,
distribution, and support of world-class software.

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