Resident Accounts Specialist

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As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

Why join Progress?

As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

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JOB SUMMARY

The Resident Accounts Specialist (RAS) is a member of the Property Management team, serving as a key point of contact for customers regarding their resident accounts, and acting as primary liaison between central support and market office teams. The RAS provides exceptional resident-facing customer service, performs administrative operations within Salesforce and Yardi, conducts property visits as needed, and offers general support to ensure the smooth functioning of the market office.

ESSENTIAL FUNCTIONS

• Maintain a high degree of customer service and competency level in all resident interactions; written communication and in person.

• Act as a key market interface with resident handing daily email, text, and phone correspondence.

• Manage Salesforce case tasks in a timely manner to ensure the best possible customer experience.

• Addresses and resolves minor resident concerns or disputes.

• Partner with central teams to drive rental collections with a goal of minimizing evictions and reducing delinquency.

• Focus efforts to help residents pay balances, cure evictions, and achieve rent stability.

• Prepare for and appear in court on behalf of the company, as needed.

• Ensure timely repossession of assets in the event of eviction.

• Manage eviction personal property holds, resident retrieval of personal property, and/or disposition of personal property within specific jurisdiction regulations and company policies.

• Process all payments received in the physical office according to company policy and procedure.

• Conduct move-in and out operations in Yardi.

• Reviews and approves resident charges related to service requests, validating charges are allocated appropriately.

• Demonstrate knowledge of provisions in standard lease documents and maintain a working knowledge of resident rules and regulations.

• Research resident ledger disputes and process credit requests accordingly.

• Gather and provide relevant information and timelines to central support teams in the event of a formal resident complaint.

• Assist residents with: Rent Café, Renter’s Insurance, Early Terminations, Transfers, and Utilities.

• Post various notices at homes as needed.

• Conduct occupancy checks and utility checks as needed.

• May also be responsible for: Move-in orientation activities, resident warm calls, office management, and resident in-person payments.

• Carry out other duties as assigned that are in the best interests of the customers and the company.

QUALIFICATIONS

• High School graduate required. College degree a plus

• 3+ years’ property management experience in either the single family or multi-family rental industry

• Additional customer service experience a plus

• Ability to build and maintain positive relationships internally and externally

• Projects confidence in interacting with residents and displays professional presence at all times

• Ability to thrive in a dynamic, fast-changing, growth environment

• Honest, ethical, and able to maintain confidentiality in a business setting

• Interacts productively in person and through technology with co-workers, team members.

• Excellent oral and written communication skills

• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and follow-up with residents to ensure customer needs are met

• Ability to work a flexible schedule which may include evenings and weekends from time to time, depending on business needs

• Ability to comfortably navigate new technology and competency in MS Office a must.

• Real Estates license required

• Real Estates license and Property Manager Permit required in the state of Nevada

• Previous use of Yardi Voyager and Salesforce a plus

• Must have a valid Driver’s License and attend court hearings, as needed

What you can expect from us:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.

• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.

• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.

• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.

• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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