Manager Account Services & Evictions

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As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

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As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

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JOB SUMMARY

The Manager Payment & Recovery Eviction 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 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

• 3 or more years of previous experience in leading a team, preferably in a contact center or single family or multifamily property management

• 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:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.

• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.

• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.

• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.

• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

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.

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

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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