Prior Resident Specialist

AvalonBay Communities; Virginia Beach (VA); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid vacation and holidays

Tuition reimbursement

Employee stock purchase plan

Apartment discount

Job summary

AvalonBay Communities, Inc. is seeking a detail-oriented Prior Resident Specialist to join our Partner Services SODA team. You will process SODA, refunds, and inquiries from prior residents and internal teams via the phone queue, ensuring accuracy and compliance.

The role emphasizes clear communication, problem solving, and timely task completion. The position is based in our Virginia Beach or San Antonio Customer Care Centers, with a focus on accuracy, empathy, and cross-team collaboration.

Qualifications

• High school diploma or GED required.
• Two years’ experience in a contact call center or fast-paced office environment preferred.
• Proficiency with Excel and Word; basic math and credits/debits understanding.
• Strong communication, accuracy, and compliance focus.

Responsibilities

• Process initial and cancellation SODA activities accurately and finalize data.
• Handle inbound calls from prior residents and leasing offices professionally.
• Complete adjustment items and conduct research tasks as assigned.
• Make outbound calls to leasing offices for documentation and follow‑ups.
• Process refund voids/reissues per policy and meet deadlines.
• Review escalated tasks and support teammates in Teams chat and training.

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Problem solving

Team collaboration

Empathy

Microsoft Office

Education

High school diploma or GED

Tools

Excel

Word

Microsoft Office Suite

Job description

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.

Position Type Full time

Weekly Scheduled Hours 40

State Texas

City San Antonio

Zip Code 78251

Total Base Pay Range $35,100.00 - $47,600.00

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 Additional Job Description:

We are seeking a detail-oriented and customer-focused Prior Resident Specialist to join our Partner Services SODA team. In this role, you will be responsible for processing initial and cancellation SODAs, managing refund tasks, resolving billing inquiries, and providing exceptional support to both prior residents and internal teams through the phone queue. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a commitment to accuracy and compliance. Your attention to detail and ability to communicate effectively will be crucial to success.

Location This position will be located out of the Virginia Beach or San Antonio Customer Care Centers only.

Key Responsibilities

• Accurately process initial and cancellation Statements of Deposit Activity (SODA), identifying and correcting any incomplete or inaccurate information prior to finalization.
• Handle inbound calls from prior residents and leasing offices professionally and in a timely manner.
• Complete prior resident adjustment items and completing research tasks as assigned.
• Make outbound calls to leasing offices to obtain necessary documentation, clarify discrepancies, or follow up on pending matters.
• Process void and reissue requests for refund checks in accordance with policy.
• Verify and complete pending refund tasks, ensuring all necessary documentation and approvals are obtained and processed within the deadlines required.
• Accurately review and process escalated research tasks.
• Support peers by answering questions in the TEAMs chat and helping with new hire coaching and training.

Education

• High school diploma OR equivalent (GED) required.

Experience

• Two years’ experience in a contact call center or shared services center or fast paced office operations environment preferred.
• Computer programs including Excel and Word, general understanding of credits/debits and general mathematics.

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. Wi-Fi 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. Click on Benefits (https://jobs.avalonbay.com/benefits) for information.
• 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 Info

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.

AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

Applications are being accepted on an ongoing basis.

AvalonBay does not require or request that you provide any information that identifies your age, date of birth, or dates of school attendance or graduation. Please redact this information prior to the submission of your application and/or leave these fields incomplete on your application.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)