Residential Retention Specialist

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.

We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.

If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us!

We are looking for experienced individuals who are passionate about customer service, and who thrive in a fast-paced environment to join our team. The Retention & Collections Specialist assists with communication with our residents regarding lease renewals, preparing and distributing resident leasing packages, and managing the process for residents who have not financially met the terms of their lease agreement. This includes follow up with residents on their leasing experience, scheduling property inspections, confirming compliance with Renter’s Insurance, and engaging with residents on extending their lease. The specialist will send statements to all residents with balances, contact and encourage them to pay outstanding balances, provide necessary files to legal, and manage any eviction process in a proactive, respectful, and consistent manner.

This is an intermediate hourly paid role; it is not a supervisory position. It is based in our office in downtown Dallas, TX with a required 5-day in office schedule.

The Role: Responsibilities include, but are not limited to, the following :

Process Management

Manage reports and systems to ensure all eligible residents with upcoming expirations are communicated with appropriately

Review all Month-to-Month residents to confirm they are being charged necessary fees

Work with Maintenance and/or field crew to schedule any necessary property inspections to verify condition or evaluate upgrade options when needed

Review price/term negotiations with Portfolio Management for their approval

Verify residents are compliant with current renter’s insurance, utility, city code, and Evergreen policy requirements

Review all systems for Lease Expirations, Base Rent, Occupants, Uploads, and Lease Charges for accuracy and regularly report on progress and / or issues identified

Audit all completed renewals for accuracy

Manage room-mate promotions details/process and amend lease as needed

Manage property transfer requests, collaborating with field teams to ensure current property inspections are completed and that residents meet all necessary criteria

Work to reduce resident turnover by communicating effectively and in a timely manner, and identifying creative resolutions to help ensure residents are provided with the highest level of service

Manage the NTV process by communicating effectively with residents, generating NTV when needed, preparing market analysis for management, and following up through completion of NTV to ensure the move out process is scheduled accordingly

Manage the Payment Experience

Work with both internal and external customers to resolve resident payment issues

Effectively work with Accounting to ensure resident balances are accurate, and that any necessary adjustments are made and communicated to all in a timely manner

Communicate effectively and consistently with all Residents until account resolution

Review all new move in balances to ensure accurate ledger charges and payments

Inform all residents of Evergreen’s payment policies, procedures, and their contract obligations

Treat all internal and external customers in a fair and consistent manner, and in accordance with Fair Housing requirements

Review all ledgers, notices, leases etc. for accuracy prior to distribution

Manage Notice and Eviction Process

Manage Notice to Pay or Quit Process in a thorough, consistent, and timely manner each month

Prepare eviction files on notices of non-compliance when needed

Demonstrate knowledge of local and federal laws regarding notices, evictions, lockouts, etc.

Communicate with residents daily/weekly during the eviction process, educating them on their options, fees, and the process expectations

Collaborate with appropriate field team when needed to schedule Occupancy Checks

Follow up with legal on eviction progress until resolution

Effectively communicate any scheduled lockouts, skips, court dates, or return of possession dates/details to all appropriate team members

Request Health and Safety Inspections when necessary to confirm condition of property when habitability questions arise during eviction/collections process

Ensure all residents are moved out of appropriate systems in a timely manner, and manage all necessary dashboard information/alerts

Manage the Squatter Eviction process to ensure the eviction of all unauthorized occupants are managed appropriately and in accordance with the law

Communication & Culture

Be polite, professional, and courteous in all interactions with both internal and external customers and respond to all correspondence with urgency

Troubleshoot customer inquiries and work towards one-step resolution

Contact all Residents that have submitted their Notice to Vacate and try to retain by offering solutions and displaying high level customer service

Keep residents informed and educated on what to expect with their upcoming lease expirations, renewal process, rent increases (market rate knowledge), and potential fees

Provide local comps to residents when needed to educate them on current market value of their home

Be a collaborative, cooperative team member, assisting when needed with team projects and processes

Qualifications and Experience

High school diploma or GED required

1+ year of Property Management experience is highly preferable, specifically in residential single-family management

Excellent Customer Service Skills required, strives to consistently meet and exceed service standards

Must be able to deal with situations and issues proactively and persistently

Excellent verbal and written communication skills required

Possess basic accounting and math skills, and proficiency with the Microsoft Office suite including Word, Outlook and Excel

Extremely organized with impeccable detail orientation

Good time-management, able to consistently meet goals and deadlines without sacrificing quality

Ability to work effectively under pressure and operate in a fast-paced work environment

We seek applicants who are proactive, self-directed, and highly motivated.

Additional Information. The role will require:

Regular typing, talking, hearing, seeing, reaching, and repetitive motion.

Routine use of standard office equipment and computers

That all duties are performed in a professional and safe manner

Standard workdays are Monday through Friday with occasional evening and weekend overtime hours

Please do not rely on compensation estimates for our jobs that are posted on sites other than our direct website as these may be misleading.

About Evergreen Residential

Founded in 2021, Evergreen Residential is a full-service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including Investment Management, Asset Origination, and Advisory Ser