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 Subject matter expert for billing methodologies, base fee reviews and all variance research typesReview and research assigned issues through company issue tracking software (NWP Focus - CRM) dailyPerform daily research of variances and billing issuesPerform daily logging of each variance or issue researchedPerform daily submission of issues for external department reviewMake phone calls and research to external entities for verification of utility billing issuesIdentify the escalation of issues to appropriate contacts for resolution, prior to billingPerform Special Handling Audits, setup of special handling templates / recurring tickets, and processing of special handlings where requiredPerform support duties in other areas of Operations: Utility Bill Entry, Operations Research Requests, Billing Breakdowns, and RecalculationsPerform Base Fee AuditsPerform Utility Alert Management researchResponsible for the research, escalation, and suggestions to Client Services for the Expense Versus Recovery programProcess monthly audit reports to ensure configuration is error free and a standard methodology is applied to ensure product offerings are charged properlyBecome business process expertGain thorough understanding of system capabilitiesMake suggestions for process/business improvementsEnsure billing exceptions get researched and resolvedProvide guidance to analytical / billing ops research that is requestedTrain other members in the organization regarding area of specializationPREFERRED 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 quicklyStrong research and troubleshooting skillsHighly detail-oriented w/commitment to deadlinesMust be comfortable working in an environment where managing the follow up and tracking of multiple tasks is a daily requirementMust have excellent organizational skillsFirmly committed to achieving deadlinesFast learnerStrong verbal and written communication skillsStrong attention to detailsAbility to manage multiple projects/assignments at one timeDependableTeam PlayerExperience in the multi-family billing services industryMust be capable to train others and serve as subject matter expert to other roles at RealPageKnowledge of technologies for tools (T-SQL, Access, CRM, Open-cIS)Knowledge of Data-Exchange Technology/Formats (XML, XSL, Excel, CSV)Strong finance / mathematical backgroundMinimum of 2 years' Utility Billing experience or supporting RUM products and services requiredCustomer or client services experience requiredTOP QUALIFICATIONS Knowledge of Data-Exchange Technology/Formats (XML, XSL, Excel, CSV)2 years of solid finance / mathematical backgroundMinimum of 2 years' Utility Billing experience or supporting RUM products and services required2 years of customer or client facing experience requiredStrong data mining and automation skills of 2 yearsIntermediate skills using MS Products (Excel, Access, Word and PowerPoint)Highly analytical and keen to details
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