Manager Account Services & Evictions

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. 

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

JOB SUMMARY

The Senior Manager P&R Operations is a member of the central operations team department and manages the Evictions teams that process evictions through the management of internal and resident communications including inbound and outbound calls and additional electronic communications within outlook and Salesforce.

ESSENTIAL FUNCTIONS

• Develop processes and oversee operations of the Payment and Recovery team

• Develop and execute strategy for minimizing negative resident outcomes while maintaining high collections rates and appropriate revenue levels

• Partner with external providers and internal market leaders to develop and execute recovery (eviction) processes  

• Manage performance of Rental Operations and other internal partners

• Establish and maintain Internal Eviction Process and monetization strategies

• Maintain processes in compliance with laws as may change from time to time

• Develop cascading goals for the team and manage team members to success

• Create and set benchmarks of performance for team based on operations strategies

• Review and create weekly reporting for team performance and overall business unit success metrics

• Work with Director and HR to complete corrective actions when needed

• Complete annual reviews for all direct reports

• Work directly with managers and supervisors to ensure that resident needs are addressed on a timely basis

• Assist with resident/collector escalations - provide great customer service to residents even in difficult situations

• Assist with special projects as needed

QUALIFICATIONS

• 5 years of experience leading customer service associates in a fast-paced, high-volume contact center environment

• Bachelor’s degree preferred

• Familiarity with Fair Housing Guidelines

• Possesses organizational skills to work in a deadline-driven, detail-oriented environment

• Able to work flexibly and productively in a fast changing, growth company

• Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must

• Proficiency in Yardi Voyager and Salesforce and/or Noble or other telephony system preferred

• Ability to build and maintain positive relationships internally and externally

• Ability to Supervise and Motivate a team of people to meet individual goals, department goals and company goals

• Ability to thrive in a dynamic, fast-paced, growth environment

• Excellent oral and written communication skills with team, peers, customers and management

• Ability to work independently with little supervision

• Honest, ethical and able to maintain confidentiality in a business setting when necessary and required

• 2+ years of Property Management experience preferred

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection. 

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
   

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
 
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v. 
 

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