Manager, Resident Experience (Delinquency & Eviction Specialist)

As the leading end-to-end investment platform for single-family rental homes (SFR), our mission is to make real estate investing radically accessible, cost effective, and simple. We successfully merge our passion for helping investors build wealth through real estate with cutting edge technology that transforms the way they do it. 

About the Role

The Manager for the Delinquency and Eviction Team will oversee a team of Jr. Delinquency/Eviction Specialists and Delinquency & Eviction Specialists, ensuring the effective management of delinquent accounts and eviction processes. The Manager will provide leadership, develop strategies to minimize delinquencies and ensure compliance with all applicable laws and regulations. This role is critical in maintaining financial stability and fostering positive relationships with residents across the portfolio.

Responsibilities

• Team Leadership and Management:
• Supervise, mentor, and develop a team of Delinquency & Eviction Specialists, Jr. Specialists, and HAP Specialists.
• Set performance objectives, conduct regular 1:1’s, and provide ongoing coaching and feedback.
• Oversee the onboarding and offboarding of new team members to ensure a smooth transition and integration into the team.
• Recruit and hire to fill open positions on the team.
• Foster a culture of excellence, accountability, and collaboration within the team.
• Create and implement effective training programs and supporting process documents to support changes in local and state laws.
• Delinquency and Eviction Oversight:
• Monitor and analyze delinquency rates across the portfolio, developing and implementing strategies to minimize late payments and non-payment issues.
• Oversee the initiation and management of eviction processes, ensuring compliance with local, state, and federal regulations.
• Ensure accurate documentation and record-keeping of all delinquency and eviction activities.
• Own portfolio delinquency (DQ %).
• Oversee the Legal Rent Demand Notice (LRDN) program, bankruptcy cases, and HAP/Section 8 delinquency.
• Cross-Functional Collaboration:
• Work closely with property managers, legal teams, and other stakeholders to efficiently handle delinquency and eviction cases.
• Coordinate with the senior leadership team to align team goals with company objectives.
• Manage relationships with eviction attorneys and vendors, including performance and escalations.
• Process Improvement and Compliance:
• Identify areas for process improvement and implement strategies to enhance the efficiency and effectiveness of delinquency management and eviction processes.
• Own the workflows and automation the team relies on, partnering with product and engineering on changes.
• Ensure all team members are up-to-date with relevant laws, regulations, and company policies related to property management and eviction.
• Reporting and Analysis:
• Prepare and present reports on delinquency and eviction metrics, trends, and forecasts to senior management.
• Present DQ results and commentary to owner clients in monthly business reviews.
• Utilize data to drive decision-making and optimize team performance.
• Customer Relations and Conflict Resolution:
• Oversee communication strategies with residents regarding delinquency concerns, payment plans, and eviction notices.
• Provide guidance and support to team members in handling escalated resident concerns and disputes.
• Handle escalated calls directly when necessary to resolve complex resident issues.
• Training and Onboarding:
• Manage the onboarding process for new attorneys in new markets to ensure seamless integration into the company’s legal procedures.
• Provide ongoing training for team members regarding changes in laws and regulations affecting delinquency and eviction processes.

Qualifications

• 2+ years of experience in property management.
• 2+ years of experience managing a team.
• Experience with collections, delinquency, or eviction processes.
• 2+ years experience in a customer service position.
• Ability to thrive in a fast and ever-evolving environment.
• Tech-savvy with the ability to use G-Suite products and property management software.
• High degree of accuracy, organization, and attention to detail
• Strong communication skills, both written and verbal.

Nice to Have

• Bachelor’s degree, real estate license, or trades license.
• Proficiency with property management software (e.g. Yardi, AppFolio, or similar) and reporting tools such as Sigma.
• Proficiency with Google Suite.
• Working knowledge of the eviction process, including filings, writs, and attorney coordination.
• Experience using workflow automation or AI tools to improve team efficiency.

Location

Dallas, TX

Competitive & Unique Benefits Package

• Generous PTO Policy
• 12 Paid Holidays
• Volunteer Time Off
• Paid Parental Leave
• 401k Program
• Wellness and home office/cell phone subsidies
• Robust health, dental, vision insurance, and more

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