Operations Associate Job at Home Partners of America Inc
Job Title: Operations Specialist, Resident Relations
Department: Property Management
Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. If you’re looking for an opportunity to learn and grow as a professional in a mission-driven business with a supportive and positive culture, come work with us! We are looking for team members who are inspired by the opportunity to expand housing access and provide residents with paths to homeownership.
Your Role
As an Operations Specialist, Resident Relations team member, you are responsible for ensuring collection activities are completed accurately, timely and proactively with residents that are delinquent in rent payments or other charges. The Operations Specialist-Resident Relation in the property management division is integral to the continued success of Pathlight Property Management. As an Operations Specialist-Resident Relations, you will be responsible for the process of rent collection activities throughout the entire life cycle. Your role will ensure that Pathlight follows all procedures related to rent collection for the company.
- Provide customer service experience aligned with our service motto, G.R.E.E.T. (Great Resident Experience Every Time) with urgency, empathy and professionalism.
- Drive collection performance to company goals.
- Meet and exceed team metrics and performance.
- Make rent collection calls daily and follow-up as needed to achieve payment success.
- Create a sense of urgency in communication that encourages residents to pay rent.
- Sent Notice-to-Vacate letters timely to delinquent residents.
- File all evictions in accordance with state and local laws.
- Follow-up on returned payments and bad accounts.
- Gather proper documentation for court cases and send to the appropriate parties, e.g. internal and external counsel, leadership team.
- Report all payment plan requests to management for approval in a timely manner.
- Check daily wires received from accounting to ensure payments are processed and updated timely.
- Stay abreast of changes in state specific requirements related to rent collection and the eviction.
- Communicate with internal and external counsel timely, accurately, and professionally.
- Travel out of state as needed to support staff, attend meetings or attend eviction hearings.
- Assist with ledger explanations including late fee explanations and other charges.
- Process write-offs and ledger adjustments.
- Conduct all business in accordance with company policies and procedures and all state and federal regulations.
- Perform other duties and responsibilities as assigned.
Requirements
- Bachelor’s degree preferred or equivalent relevant work experience.
- Ability to travel out of state for 2-3 days at a time, (infrequent requirement).
- Ability to work in a fast paced, highly regulated environment.
- Ability to quickly learn new software and report as required timely and accurately.
- Possess strong organizational and time management skills.
- Ability to work both autonomously and collaboratively with a team.
- Ability to initiate and handle difficult financial conversations with residents in a professional and empathic manner while remaining collection focused.
- Strong and professional communication skills, both written and verbal.
- Possess a strong passion for customer service and success to achieve goals.
- Knowledge of Home Partners, state and local procedures on rent collection and eviction.
- Knowledge and compliance with Fair Housing laws at all times.
Who is Home Partners of America?
Chicago-based Home Partners of America, a Blackstone portfolio company, provides access to high-quality single-family housing to individuals and families in communities around the U.S. Through its innovative Lease Purchase program, Home Partners offers residents transparent and flexible paths to homeownership, and its Choice Lease® program expands that mission to open up new homeownership possibilities for low-to-moderate-income families and historically under-represented communities. For more information, please visit www.homepartners.com.
Perks/Benefits:
We offer premier healthcare at affordable rates and access to 401K. Here are some amazing benefits you may not find anywhere else!
- Mental Wellness resources through Headspace & Ginger, Pet Insurance, Adoption assistance program, Compassion leave for pregnancy loss or failed adoption, and eldercare/special needs.
- 33 paid days off to start (which includes PTO, Holidays, and personal days)
- Hybrid working environment
EEOC Statement:
Home Partners of America and Pathlight Property Management are Equal Opportunity Employers and prohibits discrimination and harassment of any kind. All employment decisions including the decision to hire, promote, discipline or discharge are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, sex (including pregnancy, gender identity or sexual orientation), national origin, age, disability status, genetic information, veteran or any other status protected by the laws or regulations in the locations in which we operate.
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