Residential Retention Specialist

Evergreen Residential Holdings, LLC•Dallas, TX

6d•Onsite

About The Position

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously. We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts. If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us! We are looking for experienced individuals who are passionate about customer service, and who thrive in a fast-paced environment to join our team. The Retention & Collections Specialist assists with communication with our residents regarding lease renewals, preparing and distributing resident leasing packages, and managing the process for residents who have not financially met the terms of their lease agreement. This includes follow up with residents on their leasing experience, scheduling property inspections, confirming compliance with Renter’s Insurance, and engaging with residents on extending their lease. The specialist will send statements to all residents with balances, contact and encourage them to pay outstanding balances, provide necessary files to legal, and manage any eviction process in a proactive, respectful, and consistent manner. This is an intermediate hourly paid role; it is not a supervisory position. It is based in our office in downtown Dallas, TX.

Requirements

High school diploma or GED required
1+ year of Property Management experience is highly preferable, specifically in residential single-family management
Excellent Customer Service Skills required, strives to consistently meet and exceed service standards
Must be able to deal with situations and issues proactively and persistently
Excellent verbal and written communication skills required
Possess basic accounting and math skills, and proficiency with the Microsoft Office suite including Word, Outlook and Excel
Extremely organized with impeccable detail orientation
Good time-management, able to consistently meet goals and deadlines without sacrificing quality
Ability to work effectively under pressure and operate in a fast-paced work environment
We seek applicants who are proactive, self-directed, and highly motivated.
Regular typing, talking, hearing, seeing, reaching, and repetitive motion.
Routine use of standard office equipment and computers
That all duties are performed in a professional and safe manner
Standard workdays are Monday through with occasional evening and weekend overtime hours

Responsibilities

Manage reports and systems to ensure all eligible residents with upcoming expirations are communicated with appropriately
Review all Month-to-Month residents to confirm they are being charged necessary fees
Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed
Review price/term negotiations with Portfolio Management for their approval
Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements
Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease Charges for accuracy and regularly report on progress and / or issues identified
Audit all completed renewals for accuracy
Manage room-mate promotions details/process and amend lease as needed
Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria
Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service
Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly
Work with both internal and external customers to resolve resident payment issues
Effectively work with Accounting to ensure resident balances are accurate, and that any necessary adjustments are made and communicated to all in a timely manner
Communicate effectively and consistently with all Residents until account resolution
Review all new move in balances to ensure accurate ledger charges and payments
Inform all residents of Evergreen’s payment policies, procedures, and their contract obligations
Treat all internal and external customers in a fair and consistent manner, and in accordance with Fair Housing requirements
Review all ledgers, notices, leases etc. for accuracy prior to distribution
Manage Notice to Pay or Quit Process in a thorough, consistent, and timely manner each month
Prepare eviction files on notices of non-compliance when needed
Demonstrate knowledge of local and federal laws regarding notices, evictions, lockouts, etc.
Communicate with residents daily/weekly during the eviction process, educating them on their options, fees, and the process expectations
Collaborate with appropriate field team when needed to schedule Occupancy Checks
Follow up with legal on eviction progress until resolution
Effectively communicate any scheduled lockouts, skips, court dates, or return of possession dates/details to all appropriate team members
Request Health and Safety Inspections when necessary to confirm condition of property when habitability questions arise during eviction/collections process
Ensure all residents are moved out of appropriate systems in a timely manner, and manage all necessary dashboard information/alerts
Manage the Squatter Eviction process to ensure the eviction of all unauthorized occupants are managed appropriately and in accordance with the law
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