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Tricon Residential · 5 days ago

Senior Manager, National Account Support

Tustin, CA

Full-time

Onsite

Mid, Senior Level

$113K/yr - $188K/yr

4+ years exp

Tricon Residential is an owner, operator and developer of single-family rental homes in the U.S. The Senior Manager, National Account Support leads the team responsible for managing collections and evictions processes, focusing on maximizing revenue collection while maintaining positive resident relationships.

Property ManagementReal EstateRentalVenture Capital

Comp. & Benefits

Responsibilities

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

Resolve escalations related to late payments, delinquencies, and tenant disputes, maintaining professionalism and fostering positive resident relationships

Engage with regional market leaders to collaborate and optimize market performance

Identify and resolve roadblocks/challenges delaying successful execution of Collections processes

Manage centralized and automated tasks within Collections processes

Stay informed of rules and regulations regarding debt collection

Provide training and mentoring for National Account Support teams as necessary

Qualification

Property management experienceCollections operating experienceAnalytical skillsYardi knowledgeCustomer service experienceInterpersonal skillsTime management skillsProblem-solving abilitiesLeadership skills

Required

Strong business acumen and organization leadership skills; assertive and diplomatic; self-directing; able to manage up and down the organization with influence; willing to hold others accountable

Excellent interpersonal skills including patience, flexibility, consideration, discretion, tact, confidence, and effectiveness in dealing with people

Excellent time management skills and ability to work under tight deadlines

Must possess strong analytical skills, attention to detail, and problem-solving abilities

Bachelor's degree in Finance, Accounting, Business or a related field

1-3+ years in supervisory/people management role

3+ years of experience in Collections operating experience