Resident Account Specialist

At RPM, we’re in the business of extraordinary. We believe people-first is the way to success which is why we provide top industry pay, comprehensive benefits, and a path of upward mobility via career training and education. Join us and start your extraordinary journey today.

Purpose Statement: Strategic Services drives innovation, efficiency, and value creation for RPM Living. Serving as a connective hub between operations, clients, and residents – translating strategies into scalable solutions that enhance performance, increase resident satisfaction, and unlock revenue opportunities.

The Resident Account Specialist is responsible for managing administrative tasks for multiple communities. This role is responsible for the current resident delinquency, eviction processing, renewal process, renewal lease agreement management, and renewal monitoring. The Resident Account Specialist will successfully partner with the onsite community management and staff for cross collaboration to ensure current residents have a positive experience.

• Administer the full lease renewal process, including generation of renewal offers and lease documents
• Collect and verify updated resident documentation such as renters' insurance, pet vaccination records, and contact information
• Manage the delivery of renewal offers to residents with expiring leases and oversee the collection of electronic signatures
• Facilitate lease negotiations for residents requesting alternative renewal terms
• Monitor compliance with company policies related to renters' insurance and pet documentation prior to lease execution
• Collaborate with onsite teams to ensure a smooth transition during the renewal lifecycle
• Monitor rent delinquencies and initiate timely collection efforts, including phone calls, texts, emails, and late notices
• Generate and deliver late letters based on community-specific delinquency policies
• Manage the eviction process in accordance with company and legal requirements
• Partner with onsite teams to support consistent communication and compliance throughout the rent collection process
• Respond to inbound and outbound communications (calls, emails, texts, support tickets) in a timely and professional manner
• Deliver exceptional customer service to both internal teams and prospective residents, ensuring a smooth and efficient experience
• Prepare reports, memos, and other documents using relevant software platforms
• Partner with IT, System Support, and other internal teams to support system enhancements and process improvements

• High School diploma or equivalent
• Two years of experience as an Assistant Manager or higher level position at a residential property
• Knowledge of Yardi & Real Page
• Knowledge of Outlook, Word & Excel
• Knowledge of basic office practices and procedures
• Knowledge of basic accounting/bookkeeping practices, office practices, and procedures
• Skilled in time management with high level of attention to detail
• Skilled in word processing, drafting correspondence and demonstrate excellent interpersonal, problem-solving, and decision-making skills
• Ability to communicate effectively verbally and in writing
• Ability to establish priorities and coordinate work activities
• Ability to work in conjunction with site teams, applicants, residents, and other corporate partners
• Ability to perform a variety of support assignments requiring some exercise of independent judgment
• Ability to apply policies and procedures to solve everyday issues
• Ability to effectively present information to current residents
• Ability to perform a variety of support assignments requiring some exercise of independent judgment

Physical Requirements:

• May be required to sit or stand for extended periods of time
• Must be able to read documents, computer screens and data
• Must be able to hear and understand verbal communications in person and over the phone or computer
• May occasionally be required to lift or carry items such as files or office supplies weighing up to 15 pounds
• Must be able to operate a computer, keyboard, mouse and other office equipment

Work Environment:

• This is a hybrid role, requiring the associate to work in one of our corporate or regional offices 4 days per week
• The office is an…