Senior Manager, National Account

Tricon 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.

For more information, visit Tricon.

The Senior Manager, National Account Support leads the National Account Support team that is directly responsible for the management and oversight of our Collections and Evictions processes for any current or past Resident that has not financially met the terms of their lease agreement. This role focuses on maximizing revenue collection and minimizing delinquency while maintaining positive resident relationships. It requires both a strategic mindset and operational expertise in collections processes, with a deep understanding of property management, lease agreements and rental laws.

• Ensure all residents are treated with dignity and respect in every interaction
• Cultivate a culture that is fun, collaborative, and nurturing, where team members feel valued and empowered
• Offer guidance and support to their team to accomplish Tricon's monthly delinquency goals
• Lead and mentor team members to cultivate their potential as future Tricon leaders, while also enhancing their capacity to deliver exceptional resident experience
• Create a clearly defined roadmap for team members to assist them in meeting company expectations and to achieve their personal goals
• Understand and achieve the business’ target metrics, goals, and overall performance in order to effectively guide the team to achieve desired results
• Hold weekly team meeting to review Resident issues and support team to strategize solutions to resolve any potential escalations
• Provide weekly update to senior leadership to report on performance MTD and any relevant trends in impacted markets
• Present monthly review of performance to include team’s achievements and opportunities
• Ensure that all team members are properly trained and that they have the appropriate tools to succeed
• Identify opportunities for process improvement and collaborate with appropriate support departments to implement them
• Display exceptional knowledge of Tricon’s policies, processes, and initiatives
• Alert all appropriate management/parties immediately of any potential habitability/legal/escalated resident concerns/HR issues
• Communicate promptly and effectively any company updates, financial results, and new objectives with team members
• Enforce/Manage team compliance with schedules, policies, processes, and procedures to ensure optimal performance and a consistent customer experience

• Lead initiatives and implement strategies to drive and improve collection results
• Weekly meetings with Account Support and Account Resolution Supervisors
• Review delinquency related reporting to track and project progress of monthly goals
• Analyze trends in delinquency, identifying areas for process improvement or early intervention.
• Create reports and analyze collection data to identify areas of focus for team
• Complete month-end audit to ensure any necessary adjustments/corrections have been made
• Reso…