Resident Accounts Specialist

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.

Progress Residential is the largest providers of high-quality, single-family rental homes in the United States. With more than , homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

The Resident Accounts Specialist (RAS) is a member of the Property Management team, serving as a key point of contact for customers regarding their resident accounts, and acting as primary liaison between central support and market office teams. The RAS provides exceptional resident-facing customer service, performs administrative operations within Salesforce and Yardi, conducts property visits as needed, and offers general support to ensure the smooth functioning of the market office.

• Maintain a high degree of customer service and competency level in all resident interactions; written communication and in person.

• Act as a key market interface with resident handling daily email, text, and phone correspondence.

• Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.

• Address and resolve minor resident concerns or disputes.

• Partner with central teams to drive rental collections with a goal of minimizing evictions and reducing delinquency.

• Focus efforts to help residents pay balances, cure evictions, and achieve rent stability.

• Prepare for and appear in court on behalf of the company, as needed.

• Ensure timely repossession of assets in the event of eviction.

• Manage eviction personal property holds, resident retrieval of personal property, and/or disposition of personal property within specific jurisdiction regulations and company policies.

• Process all payments received in the physical office according to company policy and procedure.

• Conduct move-in and out operations in Yardi.

• Reviews and approves resident charges related to service requests, validating charges are allocated appropriately.

• Demonstrate knowledge of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations.

• Research resident ledger disputes and process credit requests accordingly.

• Gather and provide relevant information and timelines to central support teams in the event of a formal resident complaint.

• Assist residents with:
  Rent Café, Renter’s Insurance, Early Terminations, Transfers, and Utilities.

• Post various notices at homes as needed.

• Conduct occupancy checks and utility checks as needed.

• May also be responsible for:
  Move-in orientation activities, resident warm calls, office management, and resident in-person payments.

• Carry out other duties as assigned that are in the best interests of the customers and the company.

• High School graduate required. College degree a plus

• + years’ property management experience in either the single family or multi-family rental industry

• Additional customer service experience a plus

• Ability to build and maintain positive relationships internally and externally

• Projects confidence in interacting with residents and displays professional presence at all times

• Ability to thrive in a dynamic, fast-changing, growth environment

• Honest, ethical, and able to maintain confidentiality in a business setting

• Interacts productively in person and through technology with co-workers, team members.

• Excellent oral and written communication skills

• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and follow-up with residents to ensure…