Sr. Rep., Centralized Resident Services ($30.24)

About the role

Position Summary The Senior Representative, Centralized Resident Services, is responsible for providing administrative and customer service support to residents and on-site teams throughout the resident life cycle. This role is a subject matter expert and provides ongoing process training and peer support.

About Us Irvine Company Apartment Communities (a division of Irvine Company) offers a portfolio of more than 125 resort-style apartment communities in coastal California’s most desirable locations: San Diego, Orange County, West Los Angeles and Silicon Valley. With world-class amenities, resort-like surroundings and an unparalleled commitment to customer service, Irvine Company Apartment Communities redefines the rental-living experience. We take as much pride in our employee community as we do the communities we create. It’s an environment populated with talented and experienced people, a collaborative spirit and abundant opportunities.

Responsibilities

• Coordinate debt recovery efforts with current and former residents.
• Contact residents regarding outstanding balances, review payment options, establish and track payment plans prior to escalation to third-party collections.
• Review and process resident account payments accurately and resolve ledger discrepancies.
• Address resident inquiries via phone and email. Provide exceptional customer service in all resident interactions by promptly addressing concerns, identifying resolutions, and providing next steps.
• Support team members with escalated resident inquiries.
• Complete resident account adjustments to ensure resident ledgers, renewals, and account details are recorded accurately in the appropriate operating platform. Review and approve account adjustments.
• Manage the eviction process from initiation of eligible resident accounts through money judgment. Maintain communication with legal counsel to track eviction statuses and provide updates to the on-site teams as needed.
• Identify opportunities for process efficiencies and share recommendations with leadership.
• Provide on-boarding and training support to new team members.

Skills

• Strong organizational skills and attention to detail.
• Excellent written and oral communication and interpersonal skills.

Qualifications

• Preferred Education: High School Diploma or GED (or equivalent experience)
• Preferred Years Of Relevant Work Experience: 1+ years

Benefits

• Paid time off
• Matching 401(k)
• Health benefits

Pay

Base Pay Start Rate: $30.24