National Account Support Specialist

Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt 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. For more information, visit Tricon Residential. 

Job Description

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 include the following but are not limited to the job specifications contained herein.  Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

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 accou