Retention Specialist

Job Description

The Retention Specialist is responsible for building and maintaining trustful relationships and guarantee timely payments and reducing the delinquency of assigned accounts. The Specialist creates repayment plans, monitors accounts to identify collection issues, and resolves account discrepancies.

Perks & Benefits

• Competitive pay
• Health Saving Account, Flexible Saving Account, Employee Assistance Program
• Annual Education Allowance
• Generous Referral Program
• Fun and collaborative company culture with lots of team-building events
• Discounted hotel stays in multiple locations through our Hospitality brand.
  
  

What You'll Do

• Proactive Tenant Outreach:
• Make 40-50 outbound calls daily to tenants who are 0-15 days delinquent to discuss payment arrangements and assist in bringing their accounts current.
• Handling Inbound Calls and Emails from tenants daily.
• Send 20 follow-up emails daily to tenants, reinforcing options to help resolve their outstanding balances.

• Tenant Assistance:
• Engage with tenants in a helpful and supportive manner, providing them with flexible options to avoid eviction.
• Offer guidance on payment plans, rental assistance programs, or other available resources that may help tenants meet their financial obligations.
• Delinquency Prevention:
• Focus on early intervention to prevent tenants from falling into further delinquency and eventual eviction.
• Collaborate closely with the Collection Manager, Accounting and the Property Manager(when warranted) to resolve tenant issues quickly and efficiently.
• Escalation:
• In cases where tenants cannot bring their rent current, or they don’t want to utilize the return key option then explain the next steps in the eviction process with empathy, ensuring tenants fully understand their options.
• Performance Monitoring:
• Meet and exceed performance KPIs, including call and email targets, and maintain accurate records of all tenant interactions in Yardi.
• Team Collaboration:
• Work closely with the Property Manager and Accounting to provide feedback on tenant trends, payment issues, or property-specific concerns.
• Participate in team meetings to discuss performance, share success stories, and suggest process improvements.
  

What You'll Bring

• High school diploma or GED required; associate or bachelor’s degree in business, communications, or a related field is a plus.
• Minimum 1 years in property management or collections, with experience in tenant engagement.
• Experience using Yardi or similar property management software is required.
• Must have some knowledge of AZ Residential Landlord Tenant Act(ARLTA) and/pr basic knowledge of Federal Housing Administration(FHA).
• Excellent communication skills, both written and verbal, with the ability to connect with tenants in a compassionate and professional manner.
• Strong organizational skills and attention to detail to ensure all tenant interactions are properly documented.
• Ability to multitask, manage time effectively, and meet daily outreach targets.
• Bilingual: Fluency in English and Spanish (or other languages) is a plus but not required.
  

About The Company

Onni

For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.

How To Apply

Please apply through the link on the job posting and attach your resume and any other required documents.

We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted.