Resident Support Manager

Tricon Residential•Phoenix, AZ

About The Position

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 . Job Description The Resident Support Manager (RSM) is responsible for ongoing communication with their assigned portfolio residents to ensure their experience meets our Standards of Service. RSM’s will play an active role in the entire resident life cycle from move in to move out. Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Requirements

Excellent communication skills both written and verbal
Basic accounting and math skills
Initiate collaboration with others
Knowledge of Yardi preferred
High school diploma or GED
Minimum of 2 years prior property management experience
Demonstrated attention to detail
Basic financial acumen

Nice To Haves

Knowledge of Yardi preferred

Responsibilities

Manage Resident Experience/Reputation Management
Manage all resident escalations, striving for one touch resolution
Serve as primary point of contact for any potential resident escalations resulting from dissatisfaction with their home or service
Assist with Concession Requests
Assist with Reputation Management – help prepare social media, Google, BBB, Survey explanations & reach out to residents for resolution
Manage SWOTs to include daily review and timely update with details through resolution of initial concern
Review of VoC Surveys to ensure any reported concerns are resolved in a timely manner
Assist with Habitability/Legal claim process as needed
Assist with process to manage Compliance violations to include lease, HOA and Code Enforcement violations
Consider resident interactions for viable candidates for Emergency Assistance Fund grants
Collaborate with Centralized teams as needed
Provide weekly reports to Operations Manager-Resident Support
Manage Move In Experience
Serve as sole point of contact and resident liaison for approved applicants until 15 days post move in to ensure a seamless move in experience
Ensure the Future Resident understands requirements and timeline of the move in process
Ensure lease is sent within 1 business day of application approval and confirm Future Resident has signed within 48 hours of receipt
Confirm the Future Resident is ready for move in by scheduling move in appointment, ensuring all utilities are in resident’s name, move in funds are received in full, and renter’s insurance policy documentation received
Manage Future Resident’s access to home, depending on completion of move in requirements
Manage process to ensure Future Resident’s access to community amenities, gated entry, mailbox, if applicable
Follow up with Resident within 48 hours of Move In, to confirm they are satisfied with their home and overall move in experience
Provide new resident with virtual orientation to include important information regarding HOAs, community rules and regulations, requirements for amenities access
Assist new resident with completion of HOA resident registration, if applicable
Educate new residents on home features (if applicable) such as Smart Home system, Washer & Dryer program, bulk internet program, solar panel program, EV charger installations
Inform residents of Tricon Vantage programs
Initiate and track work orders for any move in maintenance issues reported
Review of Move In Surveys to ensure all reported concerns are resolved
Process all move ins in Yardi
Audit all move in files for accuracy and complete Move In Checklist
Complete scheduled move in follow up communications (14 days, 30 days post move in) through resolution of any issues or concerns raised throughout move in process
Manage Renter’s Insurance Compliance
Assist resident through transfer process to include review of eligibility requirements, scheduling of transfer eligibility inspection, completion of transfer request form, review of application documents to provide results timely, scheduling of move out and move in inspections
Process transfer in TriPod and Yardi to include review of account details and ledger to verify accuracy
Manage Move Out Process
Assist with Notice to Vacate and Move Out Process Completion
Educate Residents on Move Out Process/Expectations
Complete Deposit Accounting to ensure compliance with local state requirements
Assist with process to ensure unauthorized occupants are managed appropriately
Manage Resident Compliance
Assist with process to manage Compliance violations to include lease, HOA and Code Enforcement violations
Demonstrate knowledge of, and remain compliant with all Tricon Residential policies, rules, and regulations to ensure compliance with Fair Housing
Complete requirements for Dispositions and Occupied Acquisitions
Assist with process to ensure unauthorized occupants are managed appropriately