Senior National Account Resolution Specialist

Essential Duties and Responsibilitiesinclude 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 Payment Experience

• Model Tricon’s commitment to dignity and respect in all resident interactions, offering viable options and clear communication to achieve the best possible resolution.

• Partner cross-functionally with Accounting and internal teams to resolve complex payment issues, verify balances, and ensure all adjustments are completed accurately and promptly.

• Provide coaching, training, and ongoing support to new associates, while monitoring team performance, call queues, and documentation to ensure service excellence and consistency.

• Drive accountability toward Tricon’s monthly delinquency goals by auditing communications, reinforcing adherence to company policies, and upholding Fair Housing and Guiding Principles.

Manage Delinquency Process/Performance

• Oversee daily review of reports, dashboards, and systems to track delinquency trends, identify issues, and proactively address account resolutions.

• Lead consistent and effective communication with residents and past residents to secure timely payments, uphold payment plans, and ensure compliance with established standards.

• Forecast month-end delinquency results, analyze progress against goals, and provide detailed updates and insights to leadership.

• Maintain and enforce adherence to Tricon policies and procedures, providing feedback and recommending process improvements to enhance performance and outcomes.

Manage Notice/Eviction Process

• Direct the end-to-end Notice to Pay or Quit and eviction process, ensuring accuracy, timeliness, and compliance with local, state, and federal requirements.

• Coordinate with attorneys, field teams, and internal departments to resolve eviction cases efficiently while maintaining transparent resident communication and documentation.

• Manage scheduling of occupancy checks, health and safety inspections, and other property assessments to confirm habitability and support fair enforcement actions.

• Oversee specialized eviction matters—including squatters and non-compliance cases—to ensure lawful handling, timely resolution, and accurate system updates across all platforms.