Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deeded residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenue’s proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform – www.secondavenue.com

Job Summary

The Manager – Resident Accounts will assume a pivotal role in overseeing daily operations and financial functions. Primary responsibilities include managing the collection and tracking of rent, deposits, late fees, and evictions, and conducting thorough move-out reconciliations.

Playing a crucial role in optimizing the company's cash flow and financial position by diligently managing delinquency and rent collection processes. Adhering to the company's policies, procedures, safety regulations, fair housing guidelines, and liability considerations will be paramount in ensuring operational excellence and resident satisfaction. This position offers an opportunity to lead and contribute significantly to the financial health and success of our company while upholding the highest standards of professionalism and compliance. 

Duties and Responsibilities

• Supervise the daily review of Accounts Receivable and delinquency reports to ensure accuracy, initiating prompt follow-up on outstanding balances.

• Manage the preparation of legal notices ensuring compliance with legal requirements and company policies.

• Ensure alignment of information on move-in and renewal leases with ledger entries, maintaining consistency and accuracy in documentation.

• Oversee the timely resolution of resident inquiries with a focus on prompt, courteous, and efficient service, aiming to uphold high levels of resident satisfaction and retention.

• Direct all aspects of collections activities, encompassing Non-Sufficient Funds (NSF) and eviction processes, with strict adherence to legal regulations and company policies.

• Manage the processing of move-out statements, encompassing resident charges, deposit refunds, and bad debt collections, prioritizing accuracy, and timeliness.

• Supervise court hearings, settlements, and eviction proceedings, ensuring alignment with legal and company policies.

• Coordinate with legal counsel to ensure favorable outcomes and maintain accurate records of court actions.

• Provide oversight to team members, ensuring strict adherence to owner and management procedures as directed, thereby upholding compliance and operational integrity.

• Set clear and achievable goals for the Account Specialists, aligned with the organization's overall objectives.

• Develop metrics to measure performance and progress towards these goals, providing regular feedback and recognition for achievements.

• Foster a positive and motivating work environment that encourages teamwork, collaboration, and innovation among the Account Specialists.

• Conduct regular meetings with the Account Specialists to discuss goals, progress, and challenges, and to provide guidance and support as needed.

• Provide training and professional development opportunities to enhance the skills and capabilities of the Account Specialists.

• Oversee various tasks and projects assigned by the VP of Operations, prioritizing efficient operations and effective team performance.

• Conduct regular reviews of collection processes and procedures to identify areas for improvement and implement necessary changes.

• Develop and implement strategies to reduce delinquency rates and improve rent collection efficiency.

• Collaborate with the Accounting Department to reconcile accounts and resolve discrepancies promptly.

• Stay informed about changes in landlord/tenant laws and regulations, ensuring compliance in all collection and eviction procedures.

• Analyze data and prepare reports on key performance indicators (KPIs) related to rent collection, delinquency rates, and eviction proceedings, providing insights for decision-making and strategic planning.

• Serve as a liaison between the resident accounts team and other departments, facilitating communication and collaboration to address resident concerns and improve overall resident satisfaction.

• Develop and maintain relationships with external partners, such as collection agencies and legal firms, to support effective debt recovery and eviction proceedings.

• Support the development and implementation of policies and procedures to ensure consistent and fair treatment of residents while protecting the interests of the property owners.

• Lead by example, demonstrating professionalism, integrity, and empathy in all interactions with residents and team members.

Qualifications

• Experience in setting long-term goals, identifying key initiatives, and allocating resources effectively.

• Experience in leading and managing organizational change initiatives, including process improvements, technology implementations, and structural transformations.

• Proven record of accomplishment of driving operational excellence, process optimization, and performance improvement initiatives.

Education and Experience

• Bachelor’s Degree in Business Administration, Real Estate Management, Project Management, or a related field, preferred.

• Minimum of 5 years of experience in residential property management, with significant experience in leadership and strategic management roles.

Job Competencies

• Ability to develop and execute strategic plans to achieve departmental and organizational objectives.

• Skill in fostering a culture of adaptability and resilience to navigate changes successfully.

• Strong stakeholder engagement and relationship-building skills, with the ability to collaborate effectively with internal and external partners and vendors.

• Exceptional verbal and written communication skills, with the ability to articulate complex ideas and concepts clearly and persuasively.

• Strong understanding of property management principles and resident onboarding processes.

Benefits

• Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.