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Senior Resident Account Consultant

The Senior Resident Account Consultant is to provide leadership and mentorship to RAC team members while managing escalated account issues, complex reconciliations, and ensuring compliance with all applicable regulations. Drive process improvements, validate financial reporting, monitor key performance metrics, and collaborate cross-functionally to optimize resident account operations.

Assist various teams in effectively managing the resident receivable accounts. The Senior Resident Account Consultant is responsible for all bookkeeping, account communication to the residents concerning collections and reports as well as accurate reporting of all deposits, vacancies, and income / delinquent balances for multiple properties equally up to 2,500 units.

Responsibilities

Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, Fair Credit Reporting Act, and all other Federal, State and Local laws pertaining to Multi-Family Housing.

• Monitor the Yardi Dashboard for Move Ins / Move Outs / Deposit Accounting / Alerts / Receipt batches
• Production of delinquency notices per the rental lease agreement for team distribution in a timely manner.
• Daily monitoring of current delinquency status for all residents
• Adhering to RMR Residential policies as it pertains to collections and bad debt write offs
• Weekly monitoring of Gross Potential Rent report to ensure accuracy
• Review all move in files for accounting purposes to include but not limited to Security Deposit posting, Move in Fees, and monthly rental amount.
• Perform Accounting Month End procedures as it pertains to the GPR report, past resident account, and all other resident ledger functions.
• Review lease charge report prior to positing for accuracy
• Processing move out statements and final accounting for past residents. Collection of final balances owed. Ensure documentation remittance to debt logic.
• Provide coaching and guidance to RAC team members, support onboarding and training, and ensure adherence to company policies.
• Resolve escalated account issues, manage legal cases and high-balance collections, and oversee reconciliation of complex portfolios.
• Identify workflow gaps, make recommendations, and ensure compliance with regulations.
• Validate financial reports, monitor KPIs such as delinquency and GPR, and deliver actionable insights to leadership.
• Partner with Property Management, Accounting, and Collections teams to resolve issues, optimize processes, and troubleshoot system-related concerns.

It is the responsibility of the SRAC to maintain accurate resident records, update the Property Manager daily of rents collected and delinquent rents, assist the Property Team in preparing all notices such as late rent letters, or surrender letters, return check letters, and post all monies received daily.

Maintain quality communications and responsiveness to help desk tickets regarding resident accounts.

Assist the Property Team in implementing and adhering to Company's mission, vision, and values. Must possess knowledge of all phases of leasing and resident retention programs. Answer and handle incoming calls from current residents always offering them excellent customer service.

Qualifications

Total Rewards

The RMR Group offers an extensive total rewards package to ensure that your benefits align with your needs. Employees who work at least 21 hours per week are eligible to participate in The RMR Group's benefits plans, including :

Company Overview

The RMR Group (Nasdaq : RMR) is a leading U.S. alternative asset management company, unique for its focus on commercial real estate (CRE) and related businesses. RMR's vertical integration is strengthened by nearly 900 real estate professionals in more than 30 offices nationwide who manage approximately $40 billion in assets under management and leverage more than 35 years of institutional experience in buying, selling, financing and operating CRE. RMR benefits from a scalable platform, a deep and experienced management team and a diversity of real estate strategies across its clients. RMR has been recognized by The Boston Globe as a "Top Place to Work", by the Environmental Protection Agency (EPA) as an "ENERGY STAR Partner of the Year" and ranked by the Building Owners and Managers Association (BOMA) as having one of the highest number of BOMA 360 designated properties in its portfolio. RMR is headquartered in Newton, MA and was founded in 1986.

RMR's mission is to create long term value for our clients by managing their investments and assets "like we own it" an approach that consistently and repeatedly generates opportunities for all our employees, investors and stakeholders. We are guided by six core values :

Visit our website to learn more about what makes The RMR Group a rewarding place to build a career.