Loss Mitigation Associate

XCORP AvalonBay Communities Inc.; San Antonio (TX); On-site; USD 38,300 - 51,900; Full time

Job summary

AvalonBay Communities, Inc. is seeking a Loss Mitigation Associate in San Antonio, TX. The role supports delinquent accounts through the legal process, coordinating with residents, clients, and attorneys. Strong customer service and math skills are essential for handling notices and payment stipulations.

The position requires at least two years in customer service, HS diploma or GED, and proficiency in Excel/Word. Remote work is contingent on network requirements; onsite office is available.

Qualifications

• Minimum of two years of customer service experience.
• High school diploma or GED required.
• Experience with Microsoft Office Suite (Excel, Word).
• Basic math skills; understanding of credits/debits.
• Reads and writes English with clear communications.

Responsibilities

• Provide professional and empathetic service across all call queues; resolve conflicts; support audits, email, and adjustments.
• Research and review accounts with outstanding balances and forward to external attorney firms.
• Complete Loss Mitigation tasks.
• Manage accounts in Open Litigation and follow up on cases.
• Participate in coaching, training, and personal development sessions.
• Perform duties in accordance with AVB Core Values and timely follow-up.
• Maintain schedule requirements to achieve department adherence.

Skills

Customer service

Basic math

Attention to detail

Problem solving

Multi-tasking

Written communication

English proficiency

Education

High school diploma or GED

Tools

Excel

Word

Microsoft Office Suite

Job description

Loss Mitigation Associate Position Type: Full time Weekly Scheduled Hours: 40 State: Texas City: San Antonio Zip Code: 78251 Total Base Pay Range: $38,300.00 - $51,900.00

Overview:

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term. Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role:

The Third-Party Services Loss Mitigation position will follow delinquent accounts through the lifecycle of the legal process and assist residents, client(s) as well as our attorneys in various ways. Residents will be assisted via inbound telephone calls through a dedicated queue which provides a great amount of experience and education prior to advancing to notice preparation and attorney interaction. Working in conjunction with management and our client(s) regarding the posting of notices for delinquent accounts, resident accounts will be researched and reviewed and said notices will be prepared. Accounts that continue to have outstanding balances will be forwarded to attorney firms and/or a vendor once the notices expire. This position will complete Loss Mitigation tasks from our client(s), other departments within the CCC and attorney firms. Further, management of Payment Stipulations assigned by the Courts will be required.

Essential Duties:

• Provide professional and empathetic service across all call queues, including Frontline, Payment, Legal, SODA, and calls from clients and attorneys; efficiently resolve conflicts; support account audits, email correspondence, and adjustments
• Research/Review accounts with outstanding balances and Prep/Forward accounts and send to our external attorney firms
• Complete Loss Mitigation Tasks
• Manage accounts in Open Litigation and follow up on cases
• Actively participates in coaching, training, and personal development sessions.
• Perform all duties in accordance with AVB Core Values and completes timely follow‑up.
• Maintain schedule requirements to achieve department adherence threshold.

Education:

• High school diploma OR equivalent (GED) required.

Experience:

• Computer programs including Excel and Word, general understanding of credits/debits and general mathematics.
• A minimum of two years of customer service experience required.

Knowledge, Skills and Abilities:

• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
• Reads and writes English as demonstrated by clear and concise written and verbal communications.
• Possesses basic math skills.
• Experience with Microsoft Office Suite.
• Exceptional attention to detail.
• Problem solving skills; ability to identify customer concerns, acknowledge with empathy and articulate solution for the concern with a focus on providing a one call resolution.
• Ability to multi-task and perform other administrative tasks.
• Exhibits ability and willingness to work on a flexible schedule.

Minimum Internet speed of 25MBPS (Uploads and Downloads) requirements and must be hardwired. Must have this network requirements to work remotely. Wifi is not acceptable or allowed.

How AvalonBay Supports You:

We know that our teams are the beating heart of our success and we’re committed to showing our appreciation. We offer: Comprehensive benefits — health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. Growth based on achievement and promotion from within. Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, ‘AvalonBay’s Very Best’ recognition program and others!). A 20% discount on our incredible apartment homes. A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Additional Information:

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

Founded in 1993, AvalonBay has a distinct track record of serving people and growing communities in some of the best U.S. markets. If you thrive on responsibility, are passionate about setting a new standard for customers and possess strong leadership skills, you have what it takes to build a strong future here. In return, we offer compensation and benefits that are among the best in the business.