Resident Support Manager

Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt 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. For more information, visit Tricon Residential.

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.

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 

Other

• 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 

Qualifications:

• Excellent communication skills both written and verbal 

• Basic accounting and math skills 

• Initiate collaboration with others 

• Knowledge of Yardi preferred 

Minimum Requirements:

• High school diploma or GED 

• Minimum of 2 years prior property management experience 

• Demonstrated attention to detail 

• Basic financial acumen 

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.