Residential Retention Specialist

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.

The Role:   Responsibilities include, but are not limited to, the following:

Process Management

• 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

Manage the Payment Experience

• 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 and Eviction Process

• 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

Communication & Culture

• 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

Qualifications and Experience

• 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.

Additional Information.  The role will require:

• 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