Senior National Account Resolution Specialist

About the role

Tricon is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon's culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

About the role

The Senior National Account Resolution Specialist is responsible for managing the collections and eviction process for any Resident who has not financially met the terms of their lease agreement. The Senior National Account Resolution Specialist contacts all Residents/Past Residents via phone call, email, or text to answer any questions and encourage them to pay their outstanding balances. The Senior National Account Resolution Specialist's primary role is to be solution-oriented and assist residents in bringing their account into good standing or helping them relocate.

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

Manage Payment Experience

• Model Tricon's commitment to dignity and respect in all resident interactions, offering viable options and clear communication to achieve the best possible resolution.
• Partner cross-functionally with Accounting and internal teams to resolve complex payment issues, verify balances, and ensure all adjustments are completed accurately and promptly.
• Provide coaching, training, and ongoing support to new associates, while monitoring team performance, call queues, and documentation to ensure service excellence and consistency.
• Drive accountability toward Tricon's monthly delinquency goals by auditing communications, reinforcing adherence to company policies, and upholding Fair Housing and Guiding Principles.

Manage Delinquency Process/Performance

• Oversee daily review of reports, dashboards, and systems to track delinquency trends, identify issues, and proactively address account resolutions.
• Lead consistent and effective communication with residents and past residents to secure timely payments, uphold payment plans, and ensure compliance with established standards.
• Forecast month-end delinquency results, analyze progress against goals, and provide detailed updates and insights to leadership.
• Maintain and enforce adherence to Tricon policies and procedures, providing feedback and recommending process improvements to enhance performance and outcomes.

Manage Notice/Eviction Process

• Direct the end-to-end Notice to Pay or Quit and eviction process, ensuring accuracy, timeliness, and compliance with local, state, and federal requirements.
• Coordinate with attorneys, field teams, and internal departments to resolve eviction cases efficiently while maintaining transparent resident communication and documentation.
• Manage scheduling of occupancy checks, health and safety inspections, and other property assessments to confirm habitability and support fair enforcement actions.
• Oversee specialized eviction matters-including squatters and non-compliance cases-to ensure lawful handling, timely resolution, and accurate system updates across all platforms.

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

Preferred Attributes

• Knowledge of Yardi

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

• Frequently required to sit, talk, and hear.
• Frequently required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; occasionally required to twist; reach overhead; stoop, kneel, squat, bend, and crouch.
• Occasionally lift, carry, and move up to 10 pounds.
• Vision abilities required by this job include close vision, distance vision, and depth perception.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$53,830.00 - $89,710.00

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.

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