Implementation Specialist I

Summary

The Implementation Specialist I is responsible for the pre-vendor setup & post-implementation activities related to new/existing client contracts and setups for Resident Solutions products such as Payments and Insurance. This position reviews data for discrepancies or inaccuracies and corrects any incompatibilities in information in the system. The Implementation Specialist I enter customer and account data from source document to import workbooks required by the vendor & to various RealPage platforms. The Implementation Specialist I drive implementation by providing quality control on new and existing clients to obtain KYC and legal documentation prior to setup and onboarding for Payments and Insurance solutions. Collaborates with the other internal stakeholders and notifies the clients of the completion of the implementation. This position gathers & examines data from customers, creates system records, and submits for setup.

Primary Responsibilities

• Successfully setup clients’ properties and accounts following RealPage Payments & Insurance guidelines, and in accordance with client’s expectations.
• Maintain accurate records of all communication received for each client.
• Serves as quality control for Implementation Consultants and/or Solutions Consultants in submitting due diligence pre-requisites in compliant with risk management guidelines and vendor requirements.
• Provides feedback to Implementation Consultants and/or Solution Consultants through the available and required platforms through chat, email, or call.
• Notifies clients of the completion of the implementation
• Ensure client satisfaction and retention through timely solution delivery.
• Remain engaged with internal stakeholders throughout the implementation process.
• Ensuring that the Onboarding Team is aware.
• Understand the processes surrounding Payments and Insurance and how those products integrate with other solutions.
• Organize and maintain all files upon receipt of new/existing and complete orders.
• Assist with product/process testing when necessary.
• Gathers & examines data from customers, creates system records, and submits for setup.
• May be required to perform other duties as assigned.
  
  
  

Required Knowledge/Skills/Abilities

• Bachelor’s degree in a related field is preferred, or equivalent work experience is required.
• 1 - 2 years’ experience in customer service and implementation
• Excellent verbal and written communication and interpersonal skills required.
• Ability to learn and utilize new procedures and processes quickly.
• Intermediate to advanced knowledge of MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint); testing may be requested.
• Patience and overall courteous behavior when working with internal and customers.
• Ability to work in a collaborative, flexible, team environment and meet aggressive timelines.
• Able to successfully prioritize and manage time effectively so that deadlines can be met.
• Experience in fast paced production environment.
• High level of organizational skills
• Ability to multitask.
• Ability and desire to work within a team environment.
• Able to quickly analyze and troubleshoot problem issues.
• Ability to work after regular business hours as needed to guarantee deliverables are met.
• Ability to work in a collaborative, flexible, team environment and meet aggressive timelines.
• Ability to recognize and escalate issues and risks to your leaders.
• Ability to work discretely with confidential information.
• Must be willing to work in a fixed night shift schedule.
• Must be flexible in terms of the work arrangements (Work On Site, Work From or Hybrid).
  
  
  

Preferred Knowledge/Skills/Abilities

• Experience in Property Management, Payments and Insurance industry is strongly preferred.
• Experience with underwriting, merchant onboarding and payments facilitation.
• ACH (Automated Clearing House), Check21 banking experience as well as Insurance background preferred.
• Knowledge of Federal State, and Financial Institution Regulations preferred.
• Basic knowledge on Salesforce CRM (Customer Relationship Management) platform.