Third Party Prior Resident Associate

Avalon Bay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds Avalon Bay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make Avalon Bay a great place to work.

The Role

We are seeking a detail-oriented and customer-focused Prior Resident Specialist to join our Third-Party Services SODA team. In this role, you will be responsible for processing initial and cancellation SODAs, managing refund tasks, resolving billing inquiries, and providing exceptional support to both prior residents and internal teams through the phone queue. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a commitment to accuracy and compliance.

Your attention to detail and ability to communicate effectively will be crucial to success.

This position will be located out of the Virginia Beach or San Antonio Customer Care Centers only.

Key Responsibilities:

· Accurately process initial and cancellation Statements of Deposit Activity (SODA), identifying and correcting any incomplete or inaccurate information prior to finalization.

· Handle inbound calls from prior residents and leasing offices professionally and in a timely manner.

· Complete prior resident adjustment items and completing research tasks as assigned.

· Make outbound calls to leasing offices to obtain necessary documentation, clarify discrepancies, or follow up on pending matters.

· Process void and reissue requests for refund checks in accordance with policy.

· Verify and complete pending refund tasks, ensuring all necessary documentation and approvals are obtained and processed within the deadlines required.

· Accurately review and process escalated research tasks.

· Support peers by answering questions in the TEAMs chat and helping with new hire coaching and training.

Education:

• High school diploma OR equivalent (GED) required.

Experience:

· Two years’ experience in a contact call center or shared services center or fast paced office operations environment preferred.

· Computer programs including Excel and Word, general understanding of credits/debits and general mathematics.

Knowledge, Skills and Abilities:

· Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.

· Reads and writes English as demonstrated by clear and concise written and verbal communications.

· Possesses basic math skills.

· Experience with Microsoft Office Suite.

· Exceptional attention to detail.

· Problem solving skills; ability to identify customer concerns, acknowledge with empathy and articulate solution for the concern with a focus on providing a one call resolution.

· Ability to multi-task and perform other administrative tasks.

· Exhibit's ability and willingness to work on a flexible schedule

Minimum Internet speed of 25

MBPS (Uploads and Downloads) requirement sand must be hardwired. Must have this network requirements to work remotely. Wi-Fi is not acceptable or allowed.

How Avalon Bay Supports You

We know that our teams are the beating heart of our success and we’re committed to showing our appreciation.

We offer:

Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. Click on Benefits () for information.

Growth based on achievement and promotion from within.

Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in…