Prior Resident Specialist

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

Job summary

Vivmark Residential is seeking a detail-oriented Prior Resident Specialist to join our Partner Services SODA team in Virginia Beach or San Antonio. You will process SODAs, handle billing inquiries, and support both prior residents and internal teams with accurate information and prompt service.

The role requires a high school diploma or GED, at least two years in a call center or fast-paced office, and solid experience with Excel/Word. Remote work demands a wired connection and 25 Mbps speed.

Qualifications

• High school diploma OR equivalent (GED) required.
• 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.
• Reads and writes English as demonstrated by clear and concise written and verbal communications.
• Possesses customer service knowledge and ability to deliver exceptional customer experience, internally and externally.
• 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.
• Minimum Internet speed of 25MBPS (Uploads and Downloads) requirements and must be hardwired. Must have this network requirements to work remote. Wi-Fi is not acceptable or allowed.

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.

Skills

Customer service

Communication

Attention to detail

Problem solving

Multi-tasking

English literacy

Education

High school diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Office

Job description

Prior Resident Specialist Position Type: Full time Weekly Scheduled Hours: 40 State: Virginia City: Virgina Beach Zip Code: 23452

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

Overview: Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America - one that continues to get better as it grows. And we're looking for people who want to help us do it. As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can't. At Vivmark, team members move up and across functions, markets, and disciplines, building lasting careers. We invest in team members' growth, development, and capabilities that make them and us better, and we hold ourselves to the highest standard as an employer. The best people want to work here. We hope you're one of them.

The Role:

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. 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 remote. Wi-Fi is not acceptable or allowed.

How Vivmark Supports You:

We offer: A competitive benefits package that supports your health, financial well-being, and work-life balance, including medical, dental, and vision coverage, a 401(k) with company match, paid vacation and company holidays, and exclusive team member housing discounts.

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/)

Creating a better way to live is the purpose that binds Vivmark's Team Members. At Vivmark, every day is an opportunity to make a difference in someone's life. Whether it’s helping someone choose one of our communities as their home, providing great service to our residents, or supporting our fellow team members, we are committed to creating an unforgettable experience as a great place to live - and work. We are always on the lookout for new talent!

Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America - one that continues to get better as it grows. And we're looking for people who want to help us do it. As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can't. At Vivmark, team members move up and across functions, markets, and disciplines, building lasting careers. We invest in team members' growth, development, and capabilities that make them and us better, and we hold ourselves to the highest standard as an employer. The best people want to work here. We hope you're one of them.