Manager, Resident Experience (Delinquency & Eviction Specialist)
Roofstock is a technology-enabled platform for investing in and operating single-family rental and build-to-rent residential portfolios.
About Roofstock
Roofstock supports residential real-estate investors across acquisition, property management, portfolio software, tenant screening, asset management, and dispositions. Its current portfolio brands include Mynd, Stessa, and RentPrep.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead delinquency and eviction operations, supervise specialists, and develop strategies to reduce late payments and non-payment. You will oversee eviction processes, legal notices, bankruptcy cases, reporting, workflows, vendor relationships, resident escalations, training, and compliance with applicable laws.
Requirements
- 2+ years of property-management experience.
- 2+ years of team-management experience.
- Experience with collections, delinquency, or eviction processes.
- 2+ years of customer-service experience.
- Ability to use G-Suite products and property-management software.
- Strong written and verbal communication skills.
- Must be authorized to work in the United States.
Responsibilities
- Supervise, mentor, and develop Delinquency and Eviction Specialists, Jr. Specialists, and HAP Specialists.
- Set performance objectives, conduct regular one-on-ones, and provide coaching and feedback.
- Oversee team onboarding and offboarding.
- Recruit and hire for open team positions.
- Create training programs and process documentation for changes in local and state laws.
- Monitor delinquency rates and implement strategies to minimize late payments and non-payment.
- Oversee eviction processes and ensure compliance with local, state, and federal regulations.
- Maintain accurate delinquency and eviction documentation.
- Own portfolio delinquency performance.
- Oversee the Legal Rent Demand Notice program, bankruptcy cases, and HAP or Section 8 delinquency.
- Collaborate with property managers, legal teams, and stakeholders on delinquency and eviction cases.
- Manage relationships with eviction attorneys and vendors, including performance and escalations.
- Improve delinquency-management and eviction processes.
- Own team workflows and automation, partnering with product and engineering on changes.
- Prepare and present delinquency and eviction metrics, trends, and forecasts.
- Present delinquency results and commentary to owner clients in monthly business reviews.
- Oversee resident communications regarding delinquency, payment plans, and eviction notices.
- Handle escalated resident concerns, disputes, and calls.
- Onboard attorneys in new markets.
- Train team members on changes in relevant laws and regulations.
Benefits
- Generous PTO policy.
- 12 paid holidays.
- Volunteer time off.
- Paid parental leave.
- 401k program.
- Wellness subsidies.
- Home office and cell phone subsidies.
- Health insurance.
- Dental insurance.
- Vision insurance.