Manager, Resident Experience (Delinquency & Eviction Specialist)

The role

The Manager for the Delinquency and Eviction Team will oversee a team of specialists to manage delinquent accounts and eviction processes. This role involves developing strategies to minimize delinquencies and ensuring compliance with laws and regulations.

What you will do

• Supervise, mentor, and develop a team of Delinquency & Eviction Specialists, Jr. Specialists, and HAP Specialists.
• Set performance objectives, conduct regular 1:1’s, and provide ongoing coaching and feedback.
• Oversee the onboarding and offboarding of new team members.
• Recruit and hire to fill open positions on the team.
• Create and implement effective training programs and supporting process documents.
• Monitor and analyze delinquency rates across the portfolio.
• Oversee the initiation and management of eviction processes.
• Ensure accurate documentation and record-keeping of all delinquency and eviction activities.
• Own portfolio delinquency (DQ %).
• Oversee the Legal Rent Demand Notice (LRDN) program, bankruptcy cases, and HAP/Section 8 delinquency.

Required qualifications

• 2+ years of experience in property management.
• 2+ years of experience managing a team.
• Experience with collections, delinquency, or eviction processes.
• 2+ years experience in a customer service position.
• Ability to thrive in a fast and ever-evolving environment.
• Tech-savvy with the ability to use G-Suite products and property management software.
• High degree of accuracy, organization, and attention to detail
• Strong communication skills, both written and verbal.

Nice to have

• Bachelor’s degree
• real estate license
• trades license
• Proficiency with property management software (e.g. Yardi, AppFolio, or similar) and reporting tools such as Sigma.
• Proficiency with Google Suite.
• Working knowledge of the eviction process, including filings, writs, and attorney coordination.
• Experience using workflow automation or AI tools to improve team efficiency.

Benefits

• Generous PTO Policy
• 12 Paid Holidays
• Volunteer Time Off
• Paid Parental Leave
• 401k Program
• Wellness and home office/cell phone subsidies
• Robust health, dental, vision insurance, and more

Before you apply

• Must be authorized to work in the U.S.
• Unable to sponsor H1-B Visas at this time.
• Any offer of employment is conditioned upon the successful completion of a background investigation.

About the company

Roofstock is an end-to-end investment platform for single-family rental homes. Its mission is to make real estate investing radically accessible, cost effective, and simple.