Resident Accounts Specialist

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JOB SUMMARY 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.

ESSENTIAL FUNCTIONS
* 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 handing daily email, text, and phone correspondence.
* Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.
* Addresses and resolves 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.

QUALIFICATIONS
* High School graduate required. College degree a plus
* 3+ 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 customer needs are met
* Ability to work a flexible schedule which may include evenings and weekends from time to time, depending on business needs
*…