Account Experience Specialist

Where Hospitality Meets Operational Excellence

Location: Walnut Creek | Company: Rutherford Management Company

Are you a service-first problem solver who thrives on precision, organization, and delivering standout resident experiences? Do you believe that hospitality and operational excellence go hand in hand?

If you're ready to bring compassion and confidence to a role that touches nearly every part of the resident journey, this is the opportunity for you.

As our Account Experience Specialist, you'll be the behind-the-scenes guide ensuring residents feel cared for, accounts are accurate, and operational standards are consistently exceeded. You'll partner closely with Regional Managers, on-site teams, our Executive team, and accounting partners to handle everything from delinquency management to vendor invoicing, all while upholding our commitment to hospitality-first service.

What You'll Do

Resident Support & Delinquency Management

Own the resident financial experience with clarity and care - from drafting payment plans to supporting eviction processes.

Manage delinquency communications with professionalism, including:

• Payment plans
• 3-Day Notices
• Collection follow-ups
• Eviction documentation

Collaborate with Regional Managers and site teams to identify solutions for delinquent accounts while maintaining clear and accurate documentation of all resident communications.

Track eviction timelines and stipulated agreements to ensure processes remain compliant, organized, and timely.

Prepare weekly delinquency and eviction reports to support portfolio monitoring and operational decision-making.

Respond to resident account inquiries within one (1) business day, ensuring responses are documented in the property management system.

Accounts Payable & Vendor Coordination

Review and process vendor invoices accurately and in accordance with company procedures.

Maintain a current index of vendor services to support expense oversight and operational transparency.

Track missing invoices and assist with invoice research or variance reporting.

Partner with vendors to resolve payment discrepancies or service issues in a timely and professional manner.

Accounts Receivable & Utility Oversight

Receive, process, and post resident payment and Housing Authority payments accurately and on time.

Maintain meticulous records of Housing Authority documentation, including HAP Contracts, Renewal Reports, and Benefits Adjustments.

Maintain compliance with applicable local rent registration and billing ordinances, including jurisdictions such as San Jose, Mountain View, San Francisco, and other regulated markets.

Load and audit renewal data to support revenue strategy while ensuring compliance with applicable regulations.

Serve as the primary point of contact for utility billing providers, including:

• Pre-bill review
• Issue resolution
• Billing discrepancy follow-up

Ensure utility billing issues are identified and resolved prior to resident billing cycles when possible.

Administrative Operations

Process Financial Move Out Statements within established company timelines and in compliance with legal requirements.

Monitor and maintain resident insurance compliance and support resident follow-up when required.

Support lease renewals, review documentation for accuracy, and track compliance requirements.

Maintain organized resident files, vendor documentation, and administrative records to ensure processes remain audit-ready and compliant.

Assist with operational reporting, audits, and special projects as assigned.

Performance Expectations

The Account Experience Specialist plays a key role in maintaining operational accuracy and administrative compliance across the portfolio. Performance is evaluated based on the following standards:

Resident Response Time

Resident account inquiries must be acknowledged and responded to within one (1) business day, with all communications documented in the property management system.

Vendor Invoice Processing

Vendor invoices must be reviewed and processed within three (3) business days of receipt, ensuring accuracy of vendor details, invoice amount, GL coding, and billing period.

Documentation Accuracy

All resident communications, delinquency actions, and administrative activity must be documented accurately in the property management system.

Compliance Adherence

Administrative processes must follow company procedures and comply with all applicable local, state, and federal regulations, including rent control and billing standards.

Operational Organization

Resident records, vendor documentation, and compliance files must be maintained in an organized and audit-ready format.

Who You Are

A hospitality-minded professional who believes every interaction matters - whether it's with a resident, vendor, or teammate.

A detail-oriented coordinator who thrives on organization, systems, and strong follow-through.

A collaborative communicator who can deliver complex or sensitive information with professionalism and empathy.

A proactive problem-solver who anticipates operational needs and takes ownership of processes.

Proficient in property management software (Entrata preferred), billing platforms, and Google Workspace.

What You'll Get

A high-impact role that sits at the intersection of resident care, financial accuracy, and operational excellence.

A collaborative and mission-driven culture with opportunities for professional growth and mentorship.

Competitive compensation, full benefits, paid time off, and housing discounts (where applicable and subject to availability).

Paid time off for volunteer work so you can give back to the causes that matter most to you.

Participation in our signature RISE program - a professional development and leadership initiative designed to grow hospitality-driven leaders through personalized training, team engagement, and recognition.

Be the reason residents feel confident, cared for, and supported every step of the way. Apply now to join a team where operational excellence and hospitality meet.