Senior Manager, National Account Support

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.

Management Objectives

• Ensure all residents are treated with dignity and respect in every interaction

• Cultivate a culture that is fun, collaborative, and nurturing, where team members feel valued and empowered

• Offer guidance and support to their team to accomplish Tricon's monthly delinquency goals

• Lead and mentor team members to cultivate their potential as future Tricon leaders, while also enhancing their capacity to deliver exceptional resident experience

• Create a clearly defined roadmap for team members to assist them in meeting company expectations and to achieve their personal goals

• Understand and achieve the business’ target metrics, goals, and overall performance in order to effectively guide the team to achieve desired results

• Hold weekly team meeting to review Resident issues and support team to strategize solutions to resolve any potential escalations

• Provide weekly update to senior leadership to report on performance MTD and any relevant trends in impacted markets

• Present monthly review of performance to include team’s achievements and opportunities

• Ensure that all team members are properly trained and that they have the appropriate tools to succeed

• Identify opportunities for process improvement and collaborate with appropriate support departments to implement them

• Display exceptional knowledge of Tricon’s policies, processes, and initiatives

• Alert all appropriate management/parties immediately of any potential habitability/legal/escalated resident concerns/HR issues

• Communicate promptly and effectively any company updates, financial results, and new objectives with team members

• Enforce/Manage team compliance with schedules, policies, processes, and procedures to ensure optimal performance and a consistent customer experience

Team Objectives

• Lead initiatives and implement strategies to drive and improve collection results

• Weekly meetings with Account Support and Account Resolution Supervisors

• Review delinquency related reporting to track and project progress of monthly goals

• Analyze trends in delinquency, identifying areas for process improvement or early intervention.

• Create reports and analyze collection data to identify areas of focus for team

• Complete month-end audit to ensure any necessary adjustments/corrections have been made

• Resolve escalations related to late payments, delinquencies, and tenant disputes, maintaining professionalism and fostering positive resident relationships

• Engage with regional market leaders to collaborate and optimize market performance

• Identify and resolve roadblocks/challenges delaying successful execution of Collections processes

• Manage centralized and automated tasks within Collections processes

• Stay informed of rules and regulations regarding debt collection

• Provide training and mentoring for National Account Support teams as necessary

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.