National Retention Specialist

Tricon Residential • Tustin, CA

2d

About The Position

The National Retention Specialist will be responsible for preparing and distributing lease renewal packages, as well as educating and influencing Residents about their renewal options. They will follow up with Residents to ensure they have received and understand their renewal offers, coordinate property inspections, verify compliance with Renter’s Insurance requirements, and facilitate successful lease renewals.

Requirements

• Excellent Customer Service skills required
• Extremely organized
• Detail oriented
• Must be able to deal with situations and issues proactively and persistently
• Excellent written and verbal communication skills required
• Ability to work well using office electronic tools and basic accounting and math skills
• High school diploma or GED

Nice To Haves

• Prior Property Management experience is preferred
• Knowledge of Yardi preferred

Responsibilities

• Ensure all residents are treated with dignity and respect in every interaction while also demonstrating to residents why renewing their lease is their best choice.
• Collaborate with team to achieve Tricon’s desired monthly retention goals
• Work to retain residents and reduce turnover by communicating with residents thoroughly and in a timely manner, seeking creative resolution with approval from supervisor to ensure residents are provided with the highest level of service in all areas
• Review all reports and systems to ensure all eligible residents with upcoming lease expirations are communicated with appropriately
• Review all Month to Month residents to confirm they are being charged necessary fees
• Work with appropriate market teams to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
• Review price/term negotiations with supervisor for their approval
• Promote and sell any additional services Tricon is offering at lease renewal
• Verify residents are compliant with current renter’s insurance, utility, city code, and Tricon policy requirements
• Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease Charges for accuracy
• Audit all completed renewals for accuracy
• Report weekly progress on Renewals to Team Lead
• Manage Notice to Vacate process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure move out process is scheduled accordingly
• Adhere to Tricon’s Standards of Service in all interactions and touchpoints through the renewal process
• Be polite, professional, and courteous in all interactions with both internal and external customers and respond to all correspondence with urgency
• Troubleshoot customer inquiries and work towards one-step resolution
• Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service
• Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees
• Provide local comps to residents when needed to educate them on current market value of their home
• Be a collaborative, cooperative team member, assisting when needed with team projects and processes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees