Collections Specialist

Collections Specialist

Evergreen Residential is a high growth real estate company and institutional investment platform in the single-family residential ('SFR') and build-to-rent ("BTR") sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world's largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously.

We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts.

If you are self-motivated and mission driven with a 'can do' mindset and see solutions where others may see problems, come and grow with us!

This is an office-based position in Charlotte, NC, and requires in-office attendance five days a week, Monday through Friday.

The Role

This position includes, but is not limited to, the following responsibilities:

• Manage the payment experience
• Work with both internal and external customers to resolve resident payment issues
• Effectively work with accounting to ensure resident balances are accurate, and that any necessary adjustments are made and communicated to all in a timely manner
• Communicate effectively and consistently with all residents until account resolution
• Review all new move in balances to ensure accurate ledger charges and payments
• Inform all residents of Evergreen's payment policies, procedures, and their contract obligations
• Treat all internal and external customers in a fair and consistent manner, and in accordance with fair housing requirements
• Review all ledgers, notices, leases etc. for accuracy prior to distribution

Manage notice to pay or quit process in a thorough, consistent, and timely

• Manage notice to pay or quit process in a thorough, consistent, and timely manner each month
• Prepare eviction files on notices of non-compliance when needed
• Demonstrate knowledge of local and federal laws regarding notices, evictions, lockouts, etc.
• Communicate with residents daily/weekly during the eviction process, educating them on their options, fees, and the process expectations
• Collaborate with appropriate field team when needed to schedule occupancy checks
• Follow up with legal on eviction progress until resolution
• Effectively communicate any scheduled lockouts, skips, court dates, or return of possession dates/details to all appropriate team members
• Request health and safety inspections when necessary to confirm condition of property when habitability questions arise during eviction/collections process
• Ensure all residents are moved out of appropriate systems in a timely manner, and manage all necessary dashboard information/alerts
• Manage the squatter eviction process to ensure the eviction of all unauthorized occupants are managed appropriately and in accordance with the law

Communication & culture

• Be polite, professional, and courteous in all interactions with both internal and external customers and respond to all correspondence with urgency
• Troubleshoot customer inquiries and work towards one-step resolution
• Contact all residents and try to resolve the payment situation by offering solutions and displaying high level customer service
• Be a collaborative, cooperative team member, assisting when needed with team projects and processes

Qualifications and Experience

• High school diploma or GED required
• 1+ year of property management experience is highly preferable, specifically in residential single-family management with experience managing collections &/or evictions
• Excellent customer service skills required, strives to consistently meet and exceed service standards
• Must be able to deal with situations and issues proactively and persistently
• Excellent verbal and written communication skills required
• Possess basic accounting and math skills, and proficiency with the Microsoft Office suite including Word, Outlook and Excel
• Extremely organized with impeccable detail orientation
• Good time-management, able to consistently meet goals and deadlines without sacrificing quality
• Ability to work effectively under pressure and operate in a fast-paced work environment
• We seek applicants who are proactive, self-directed, and highly motivated.

Additional Information. The role will require:

• Regular typing, talking, hearing, seeing, reaching, and repetitive motion
• Routine use of standard office equipment and computers
• That all duties are performed in a professional and safe manner
• Standard workdays are Monday through with occasional evening and weekend overtime hours

About Evergreen Residential

Founded in 2021, Evergreen Residential is a full-service SFR platform leveraging proven operational practices and the latest technological advances to optimize investor returns and achieve positive outcomes for our residents and the communities in which we operate. We offer a full suite of services, including investment management, asset origination, and advisory services. The firm is headquartered in Dallas with offices in New York City.

The leadership team has extensive experience dating back to the early institutionalization of SFR and unrivaled depth of experience in the complete asset life cycle. We are built to withstand changing market conditions, and our business produces resilient, predictable cash flows and margins. We are committed to charting new paths and using data to achieve best-in-class results. Our business is evergreen.

Beyond financial returns, the company is committed to measurable impact objectives. We believe that inclusive and equitable management, environmentally sustainable long-term strategies, and resident-focused policies are good business - for our residents, our investors, and our team. We are committed to using environmentally sustainable practices and empowering our residents to improve their financial health.

Our cornerstone values - accountability, transparency and partnership - are built on a foundation of integrity and provide the roadmap for our daily actions, interactions and decisions.

Equal opportunities and other employment statements

We are deeply committed to building a workplace and community where inclusion is not only valued but prioritized. We take pride in being an equal opportunity employer and seek to create a welcoming environment based on mutual respect, and to recruit, develop and retain the most talented people from a diverse candidate pool. All employment decisions shall be made without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other basis as protected by federal, state, or local law.