Senior Manager, National Account Support

Tricon Residential•Tustin, CA

3d•$112,560 - $187,600

About The Position

The Senior Manager, National Account Support leads the National Account Support team that is directly responsible for the management and oversight of our Collections and Evictions processes for any current or past Resident that has not financially met the terms of their lease agreement. This role focuses on maximizing revenue collection and minimizing delinquency while maintaining positive resident relationships. It requires both a strategic mindset and operational expertise in collections processes, with a deep understanding of property management, lease agreements and rental laws.

Requirements

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.
Frequently required to sit, talk, and hear.
Frequently required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; occasionally required to twist; reach overhead; stoop, kneel, squat, bend, and crouch.
Occasionally lift, carry, and move up to 10 pounds.
Vision abilities required by this job include close vision, distance vision, and depth perception.

Nice To Haves

Prior property management experience preferred.
Previous collections and customer service experience preferred.
Knowledge of Yardi preferred.

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