National Account Resolution Specialist

Tricon is an owner, operator and developer of single-family rental homes in the U.S. and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.

Job Description

The National Account Resolution Specialist is responsible for managing the collections and eviction process for any Resident who has not financially met the terms of their lease agreement. The National Account Resolution Specialist will contact all Residents/Past Residents via phone call, email, or text to answer any questions and encourage them to pay their outstanding balances. The National Account Resolution Specialist’s primary role is to be solution-oriented and assist residents in bringing their account into good standing or helping them relocate.

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.

Manage Payment Experience

• Treat all residents with dignity and respect while providing clear communication on Tricon’s payment policies, procedures, and contractual obligations to help achieve the best possible resolution.

• Partner with internal and external customers to troubleshoot and resolve payment issues promptly, ensuring accuracy and transparency in all communications.

• Collaborate with the Accounting Department to verify balances, process adjustments, and maintain accurate financial records in a timely manner.

• Support team efforts to meet Tricon’s monthly delinquency goals by maintaining consistency with the company’s Guiding Principles, Purpose Statement, Policies, and Fair Housing standards.

Manage Delinquency Process/Performance

• Monitor daily reports, dashboards, and systems to track delinquency performance, address account issues, and forecast month-end results for supervisor review.

• Communicate proactively with residents and past residents to pursue payment resolutions, uphold payment plans, and document progress through account closure.

• Ensure compliance with Tricon policies and procedures while identifying opportunities for process improvement and efficiency within delinquency management.

• Prepare and submit all documentation required for eviction filings, maintaining accuracy and adherence to internal review and approval protocols.

Manage Notice/Eviction Process

• Administer the Notice to Pay or Quit Process with accuracy, consistency, and timeliness while maintaining compliance with local, state, and federal regulations.

• Manage all eviction activities—including resident communication, attorney coordination, and scheduling of occupancy checks or inspections—to ensure efficient and lawful resolution.

• Keep all stakeholders informed of critical milestones such as court dates, lockouts, or possession returns, and ensure resident move-outs are updated across systems and dashboards.

• Oversee specialized eviction processes, including squatters or non-compliance cases, ensuring all actions align with legal standards and company policy.

Qualifications:

• Exceptional customer service

• Deal with situations and issues proactively and persistently

• Extremely organized

• Detail oriented

• Must be comfortable with high call volume

• Prior experience in property management or collections preferred

• Strives to consistently meet and exceed service standards

• Excellent verbal and written communication skills required

• Ability to work well using office electronic tools, basic accounting and math skills 

Minimum Requirements:

• High school diploma or GED

Preferred Attributes:

• Knowledge of Yardi

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.

• Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.

• Occasionally lift and/or move up to 10 pounds.

• Vision abilities required by this job include close vision, distance vision and depth perception.

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$52,080.00 - $78,120.00

At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.