National Account Resolution Specialist

Essential Duties and Responsibilities

• Treat all residents with dignity and respect while providing clear communication on Tricon’s payment policies, procedures, and contractual obligations to help achieve the best possible resolution.
• Partner with internal and external customers to troubleshoot and resolve payment issues promptly, ensuring accuracy and transparency in all communications.
• Collaborate with the Accounting Department to verify balances, process adjustments, and maintain accurate financial records in a timely manner.
• Support team efforts to meet Tricon’s monthly delinquency goals by maintaining consistency with the company’s Guiding Principles, Purpose Statement, Policies, and Fair Housing standards.
• Monitor daily reports, dashboards, and systems to track delinquency performance, address account issues, and forecast month-end results for supervisor review.
• Communicate proactively with residents and past residents to pursue payment resolutions, uphold payment plans, and document progress through account closure.
• Ensure compliance with Tricon policies and procedures while identifying opportunities for process improvement and efficiency within delinquency management.
• Prepare and submit all documentation required for eviction filings, maintaining accuracy and adherence to internal review and approval protocols.
• Administer the Notice to Pay or Quit Process with accuracy, consistency, and timeliness while maintaining compliance with local, state, and federal regulations.
• Manage all eviction activities—including resident communication, attorney coordination, and scheduling of occupancy checks or inspections—to ensure efficient and lawful resolution.
• Keep all stakeholders informed of critical milestones such as court dates, lockouts, or possession returns, and ensure resident move-outs are updated across systems and dashboards.
• Oversee specialized eviction processes, including squatters or non-compliance cases, ensuring all actions align with legal standards and company policy.

Qualifications

• Exceptional customer service
• Deal with situations and issues proactively and persistently
• Extremely organized
• Detail oriented
• Must be comfortable with high call volume
• Prior experience in property management or collections preferred
• Strives to consistently meet and exceed service standards
• Excellent verbal and written communication skills required
• Ability to work well using office electronic tools, basic accounting and math skills

Minimum Requirements

• High school diploma or GED