National Account Support Specialist

Tricon Residential Job Posting

Tricon Residential is an owner, operator, and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents, and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life's potential.

We strive to be North America's premier rental housing company. Our business philosophy involves taking care of our team first empowering them to provide our residents with exceptional service and to positively impact the local communities where we operate. By providing an enhanced living experience, our residents rent for longer periods of time, treat our properties like their own, and share their experience with friends and family. This is how we continue to grow, and it is an approach that has proven to generate positive returns for our stakeholders.

The National Account Support Specialist is responsible for managing the collections process for any resident who has not financially met the terms of their lease agreement. The National Account Support Specialist will contact all Residents/Past Residents via phone call, email, or text to answer any questions and encourage them to pay their outstanding balances. The primary goal of the National Account Support Specialist is to be solution oriented to help residents keep their account in good standing.

Essential Duties And Responsibilities

Manage Payment Experience

• Ensure all residents are treated with dignity and respect in every interaction, while offering viable options to help navigate towards the best possible resolution
• Collaborate with team to achieve Tricon's monthly delinquency goals
• Work with both internal and external customers to troubleshoot resident payment issues until resolution
• Effectively communicate and work with Accounting Department to ensure resident balances are accurate, and that any necessary adjustments are made and communicated in a timely manner to all parties
• Review all new move in balances to ensure ledger charges and payments were applied accurately
• Consistently inform all residents of Tricon's payment policies, procedures, and their contract obligations
• Treat all internal and external customers in a fair and consistent manner, and in accordance with Tricon's Guiding Principles, Purpose Statement, Policies, and Fair Housing requirements
• Review all ledgers, notices, leases, and communications for accuracy prior to distribution
• Identify eligible candidates for Tricon Resident Emergency Fund when applicable

Manage Delinquency Process/Performance

• Review all necessary reports/dashboards/systems daily to track goal progress and resolve any necessary account issues
• Communicate effectively and consistently with all Residents/Past Residents with balances daily until account resolution
• Forecast month end Delinquency and report weekly progress to Supervisor
• Uphold & Track payment plans to ensure compliance
• Remain compliant with Tricon policies and procedures and seek/provide feedback to improve processes and performance
• Prepare all documents for eviction filings and submit to supervisor for approval

Qualifications:

To be successful in this role, you should possess the following qualifications:

• Must be willing and able to work irregular hours, including weekends, as assigned
• Exceptional customer service
• Extremely organized
• Detail oriented
• Must be comfortable with high call volume
• Deal with situations and issues proactively and persistently
• Prior experience in property management or collections preferred
• Strives to consistently meet and exceed service standards
• Excellent verbal and written communication skills required
• Ability to work well using office electronic tools, basic accounting and math skills
• Knowledge of Yardi preferred

Minimum Requirements:

• High school diploma or GED

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, including:

• Frequently required to sit; talk; and hear.
• Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.
• Occasionally lift and/or move up to 10 pounds.
• Vision abilities required by this job include close vision, distance vision, and depth perception.

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

Salary Range $45,900.00 - $68,840.00

Placement within this compensation range will be determined by the candidate's knowledge, experience, and skills.