Entrata
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Responsibilities
Review and analyze criminal records to assess applicant eligibility and mitigate risks for clients.
Develop expert knowledge of screening software and maintain compliance with Fair Credit Reporting Act (FCRA) regulations.
Manage and respond to inquiries from clients and consumers via phone and email.
Provide guidance to clients and consumers on the next steps in the screening process.
Deliver accurate and timely updates on open tasks to relevant stakeholders.
Assist peers and co-workers with workload management and problem resolution.
Participate in ongoing training sessions and team meetings.
Essential Functions
Analyze and review background check data with accuracy and efficiency.
Communicate effectively with clients and consumers regarding screening results and processes.
Maintain compliance with legal and regulatory guidelines, including FCRA requirements.
Work within strict deadlines and service-level agreements.
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
Maintain professional interaction with internal and external stakeholders
Ability to work in a fast-paced and high-stress environment
Minimum Qualifications
Strong attention to detail and ability to work in a fast-paced environment.
Quick adaptability to new processes and procedures.
Excellent verbal and written communication skills.
Ability to follow established rules and regulations.
Professional attitude with the ability to collaborate effectively.
Capability to manage and de-escalate high-stress conversations over the phone.
Willingness to learn and accept coaching.
Preferred Qualifications
Experience handling sensitive information preferred.
Previous experience managing difficult conversations and delivering unfavorable decisions preferred.
Experience in the multi-family housing industry preferred.
Bachelor’s degree preferred.
AI Operational Fluency
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Ready to apply?
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The Senior Payments Specialist serves as a skilled subject matter expert in Merchant Services, responsible for managing complex reconciliations, resolving escalated disputes, and overseeing ACH, Check 21, and settlement adjustment processes. This role applies deep expertise and independent judgment to resolve high-impact issues, optimize workflows, and ensure compliance with banking regulations and organizational policies. The Senior Payments Specialist also acts as an informal team leader, mentoring colleagues, supporting cross-functional initiatives, and contributing to process improvements that enhance operational efficiency and client satisfaction.
*For this role, we are considering candidates located in Arizona, Utah, Wyoming, Idaho, Texas, North Carolina, or Florida.
Responsibilities
Perform complex account reconciliations and lead the resolution of high-priority discrepancies.
Handle escalated chargeback disputes, reversals, and adjustment requests with minimal supervision.
Provide expertise in ACH and Check 21 return processes, ensuring compliance with regulatory requirements.
Identify trends in failed payments and settlement distributions; recommend and implement solutions to reduce reoccurrence.
Collaborate with clients, banking partners, and internal stakeholders to resolve critical or sensitive issues.
Contribute to process improvement initiatives, leveraging expertise to enhance accuracy, efficiency, and compliance.
Serve as a mentor and resource to less experienced team members, providing guidance and training as needed.
Essential Functions
Independently resolve complex reconciliations, chargebacks, and adjustment cases.
Apply judgment and initiative in managing escalated payment issues and client inquiries.
Communicate effectively with external and internal stakeholders on high-impact matters.
Drive process improvements that enhance the efficiency and accuracy of payment operations.
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
Maintain professional interaction with internal and external stakeholders
Ability to work in a fast-paced and high-stress environment
Minimum Qualifications
Deep knowledge of banking operations, payment processing workflows, and accounting principles.
Advanced proficiency with spreadsheets, reporting, and data analysis tools.
Strong problem-solving and decision-making skills with the ability to anticipate risks.
Excellent communication skills with experience managing escalated client or partner issues.
Proven ability to balance multiple priorities while leading or supporting projects.
Demonstrated leadership qualities, including mentoring and training team members.
Education and Experience Requirements
High school diploma or equivalent required; associate or bachelor’s degree in business, finance, or related field preferred.
Typically requires 4–6 years of related experience in banking, payment processing, or accounting.
Proven track record with credit card chargebacks, ACH, Check 21, and international payments.
Experience working with SQL or other query/reporting tools preferred.
AI & Operational Fluency
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Ready to apply?
Apply to Entrata
The Senior Technical Support Engineer provides advanced technical assistance to customers utilizing a suite of property management solutions. This role involves troubleshooting, diagnosing, and resolving complex software-related issues while maintaining a high level of professionalism and customer service. The Senior Technical Support Engineer applies substantial knowledge and expertise to handle a wide range of tasks, contributes to process improvements, and mentors junior team members.
Responsibilities
Provide technical support and troubleshooting via telephone, ticketing systems, and chat, handling more complex and escalated issues.
Develop deep subject matter expertise in core technologies and multiple specialized technology areas.
Maintain ownership of assigned incidents from initial report through resolution, ensuring thorough communication and timely updates.
Educate customers on software functionalities, best practices, and product updates, while offering proactive solutions.
Identify, document, and report software issues, design concerns, and reliability challenges to appropriate internal teams.
Act as a resource for junior support engineers, providing guidance and mentorship.
Participate in team meetings, contribute to knowledge base documentation, and support continuous improvement initiatives.
Assist with special projects and other duties as assigned.
Essential Functions
Analyze and troubleshoot complex technical issues related to software functionality and system performance.
Communicate effectively with customers and internal teams, ensuring clarity and professionalism in all interactions.
Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolution paths.
Adhere to established support protocols, while identifying opportunities for process improvements.
Ability to prioritize tasks effectively by meeting deadlines and managing workload efficiently.
Maintain professional interaction with internal and external stakeholders
Ability to work in a fast-paced and high-stress environment.
Minimum Qualifications
Strong technical, analytical, and problem-solving skills in a high-pressure, multi-platform environment.
Excellent written and verbal communication skills with the ability to document and articulate issues effectively.
Ability to adapt quickly to changing priorities and customer needs while demonstrating initiative.
Proven ability to mentor and assist junior support engineers
Strong attention to detail and commitment to providing an exceptional customer experience.
Education and Experience Requirements
Associate's degree or equivalent work experience.
Minimum of 2-4 years of experience in a technical support role, preferably supporting B2B enterprise-level customers.
Experience with property management software or related industry experience is a plus.
Familiarity with knowledge base systems and documentation best practices is preferred.
AI and Operational Fluency
AI Integration: Utilize company-approved GenAI tools to accelerate high-value deliverables.
Strategic Oversight: Exercise critical judgment as the "Human-in-the-Loop," by auditing AI outputs for factual accuracy, brand alignment, and the removal of hallucinations.
Data Governance: Ensures no proprietary or Personally Identifiable Information (PII) data is exposed to unauthorized models.
Prompt Competency: Demonstrates the ability to craft clear, context-rich prompts to achieve consistent, high-quality results across various business domains.
Ready to apply?
Apply to Entrata
As a Customer Success Manager at Entrata, you will own the success and retention of a portfolio of customers using our platform. You will build trusted relationships with key stakeholders, partner cross-functionally to drive outcomes, and ensure customers realize measurable value. This role requires strong ownership, the ability to manage multiple priorities, and consistent execution from onboarding through ongoing engagement.
In this Affordable Housing-focused role, you will support some of our largest property management customers with complex, affordable housing portfolios, acting as a strategic partner to help them navigate operational challenges and maximize the impact of the Entrata platform.
Responsibilities
Manage a portfolio of affordable housing clients, driving adoption, retention, and measurable outcomes.
Lead regular business reviews to assess performance, identify gaps, and deliver actionable recommendations.
Partner with Product and Engineering to communicate customer needs and influence roadmap priorities.
Collaborate with Support to ensure timely resolution of issues and a strong customer experience.
Guide customers post-implementation toward operational maturity and self-sufficiency.
Develop and execute success plans in partnership with Sales to support retention and expansion.
Educate customers on platform capabilities, releases, and self-service resources to increase utilization.
Identify operational and system risks, and proactively recommend solutions to mitigate impact.
Represent the voice of the customer in cross-functional forums, including sprint reviews.
Maintain deep expertise in Entrata’s platform, with a focus on affordable housing workflows and configurations.
Minimum Qualifications
Proven ability to drive measurable customer outcomes and long-term account success within a SaaS or technology environment
Demonstrated experience leveraging AI tools or technologies in a professional setting (e.g., automation, data analysis, or agentic workflows) to drive measurable improvements in efficiency or outcomes
Demonstrated experience managing complex client relationships and competing priorities in a structured, organized manner
Ability to navigate ambiguity with sound judgment, professionalism, and accountability
Strong written and verbal communication skills, with the ability to translate complex concepts into clear, actionable insights
Effective prioritization and time management skills in a fast-paced, dynamic environment
Experience building and maintaining relationships with both internal stakeholders and external clients
Ability to operate effectively in evolving environments with shifting priorities
Willingness to travel domestically as needed to support client and business needs
Preferred Qualifications
5+ years of experience in affordable housing or property management, with exposure to programs such as LIHTC, Section 8, Public Housing, HOME, or Rural Housing
Experience working with enterprise or mid-market clients in a customer-facing role (CSM, Account Management, or Implementation)
Strong analytical and problem-solving skills, with a data-driven approach to decision-making
Ability to synthesize complex information and present it clearly to diverse audiences
Demonstrated ability to influence stakeholders and drive alignment across cross-functional teams
Familiarity with property management software (Entrata, Yardi, AppFolio, or similar platforms)
Willingness to travel up to 15% as needed
#LI-AB1
Ready to apply?
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