Tenant Account Partner

About the role

The Tenant Account Partner is a key tenant-facing role, acting as the primary point of contact to provide comprehensive support for account related inquiries. This position plays a critical role in proactively managing both current and delinquent receivables, investigating and resolving complex billing disputes involving rent, common area maintenance (CAM), tax, and insurance charges, and ensuring accurate, timely documentation of all collection and recovery efforts. The position partners cross-functionally with internal teams such as Legal, Operations, and Leasing to apply lease knowledge and analytical skills to interpret lease provisions, support sound business decisions and maintain positive tenant relationships.

Responsibilities

• Serve as the primary point of contact for tenants, responding to account related inquiries and providing guidance on billing, lease charges, and account status.
• Proactively manage current and delinquent tenant receivables, including outreach to tenants to resolve past due balances in accordance with company collection policies.
• Investigate, analyze, and resolve complex billing disputes related to rent, common area maintenance (CAM), tax, and insurance charges.
• Apply lease knowledge and analytical judgment to interpret lease provisions and support accurate billing, dispute resolution, and collection decisions.
• Partner cross functionally with Legal, Operations, Leasing, and Special Billings to gather information, evaluate issues, and determine appropriate courses of action.
• Initiate and coordinate formal collection actions, including default notices and Legal Demand requests, in collaboration with Legal and internal administrative support.
• Prepare and maintain clear, accurate, and timely documentation of all collection activities, dispute resolutions, and recovery efforts in designated systems.
• Communicate the company’s position on disputed matters through professional written correspondence that is firm, clear, and tenant focused.
• Support internal teams by providing guidance on lease interpretation and complex accounting transactions related to tenant accounts.
• Build and maintain positive, professional tenant relationships while balancing customer service with compliance, accuracy, and sound business practices.

Requirements

To be successful in this role, we need a professional who has an educational background in business, prior experience in commercial real estate collections, dispute resolution, or CAM/lease billing, and strong analytical skills.

Qualifications

This position works a hybrid schedule in the Beachwood, OH corporate office 3 days a week (Tuesday and Wednesday required), and the option to work from home up to 2 days a week. During the initial 90-day onboarding period, we might encourage being onsite more than 3 days so you can get successfully oriented and trained in your new role.

Skills

The ideal candidate should have:

• An educational background in business.
• Prior experience in commercial real estate collections, dispute resolution, or CAM/lease billing.
• Strong analytical skills.

Benefits

Not specified.

Pay

The expected salary range for this position is between $53,000 - $65,000. Actual compensation will be based on factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, geographical and industry market data, and business considerations and other factors permitted by law.

Schedule

This position works a hybrid schedule in the Beachwood, OH corporate office 3 days a week (Tuesday and Wednesday required), and the option to work from home up to 2 days a week.