Loss Mitigation Associate

AvalonBay Communities•San Antonio, TX

2d•Remote

About The Position

The Third-Party Services Loss Mitigation position will follow delinquent accounts through the lifecycle of the legal process and assist residents, client(s) as well as our attorneys in various ways. Residents will be assisted via inbound telephone calls through a dedicated queue which provides a great amount of experience and education prior to advancing to notice preparation and attorney interaction. Working in conjunction with management and our client(s) regarding the posting of notices for delinquent accounts, resident accounts will be researched and reviewed and said notices will be prepared. Accounts that continue to have outstanding balances will be forwarded to attorney firms and/or a vendor once the notices expire. This position will complete Loss Mitigation tasks from our client(s), other departments within the CCC and attorney firms. Further, management of Payment Stipulations assigned by the Courts will be required.

Requirements

High school diploma OR equivalent (GED) required.
Computer programs including Excel and Word, general understanding of credits/debits and general mathematics.
A minimum of two years of customer service experience required.
Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
Reads and writes English as demonstrated by clear and concise written and verbal communications.
Possesses basic math skills.
Experience with Microsoft Office Suite.
Exceptional attention to detail.
Problem solving skills; ability to identify customer concerns, acknowledge with empathy and articulate solution for the concern with a focus on providing a one call resolution.
Ability to multi-task and perform other administrative tasks.
Exhibits ability and willingness to work on a flexible schedule.
Minimum Internet speed of 25MBPS (Uploads and Downloads) requirements and must be hardwired. Wifi is not acceptable or allowed.

Responsibilities

Provide professional and empathetic service across all call queues, including Frontline, Payment, Legal, SODA, and calls from clients and attorneys; efficiently resolve conflicts; support account audits, email correspondence, and adjustments
Research/Review accounts with outstanding balances and Prep/Forward accounts and send to our external attorney firms
Complete Loss Mitigation Tasks
Manage accounts in Open Litigation and follow up on cases
Actively participates in coaching, training, and personal development sessions.
Perform all duties in accordance with AVB Core Values and completes timely follow-up.
Maintain schedule requirements to achieve department adherence threshold.