National Retention 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 Retention Specialist will be responsible for preparing and distributing lease renewal packages, as well as educating and influencing Residents about their renewal options. They will follow up with Residents to ensure they have received and understand their renewal offers, coordinate property inspections, verify compliance with Renter’s Insurance requirements, and facilitate successful lease renewals.

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. 

Process Management Objectives 

• Ensure all residents are treated with dignity and respect in every interaction while also demonstrating to residents why renewing their lease is their best choice.

• Collaborate with team to achieve Tricon’s desired monthly retention goals

• Work to retain residents and reduce turnover by communicating with residents thoroughly and in a timely manner, seeking creative resolution with approval from supervisor to ensure residents are provided with the highest level of service in all areas 

• Review all reports and systems to ensure all eligible residents with upcoming lease expirations are communicated with appropriately 

• Review all Month to Month residents to confirm they are being charged necessary fees  

• Work with appropriate market teams to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed 

• Review price/term negotiations with supervisor for their approval 

• Promote and sell any additional services Tricon is offering at lease renewal

• Verify residents are compliant with current renter’s insurance, utility, city code, and Tricon policy requirements 

• Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease Charges for accuracy 

• Audit all completed renewals for accuracy 

• Report weekly progress on Renewals to Team Lead 

• Manage Notice to Vacate process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure move out process is scheduled accordingly 

• Adhere to Tricon’s Standards of Service in all interactions and touchpoints through the renewal process 

Communication/Character Objectives 

• Be polite, professional, and courteous in all interactions with both internal and external customers and respond to all correspondence with urgency 

• Troubleshoot customer inquiries and work towards one-step resolution 

• Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service 

• Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees 

• Provide local comps to residents when needed to educate them on current market value of their home  

• Be a collaborative, cooperative team member, assisting when needed with team projects and processes  

Qualifications:

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

• Excellent Customer Service skills required 

• Extremely organized 

• Detail oriented 

• Must be able to deal with situations and issues proactively and persistently