Specialist, Resident Resolutions

Amherst Group; Bradley (WV); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

The Amherst Group is seeking a dedicated professional to serve as the primary point of contact for escalated resident concerns, ensuring timely, professional, and consistent communication throughout the resolution process.

You will investigate complex resident situations by reviewing account history, lease documents, and supporting information to determine appropriate resolutions, coordinate with cross-functional teams, and document decisions in our systems.

Qualifications

• Experience handling escalated resident issues.
• Ability to coordinate with cross-functional teams.
• Strong written and verbal communication skills.

Responsibilities

• Serve as primary contact for escalated resident concerns, ensuring timely, professional communication throughout the resolution process.
• Investigate complex resident situations by reviewing account history, maintenance records, lease documentation, and supporting information to determine appropriate resolutions.
• Coordinate with cross-functional teams including Property Management, Maintenance, Leasing, Legal, Utilities, and other internal departments to resolve resident concerns.
• Proactively communicate with residents to gather required information, explain resolution options, and provide timely updates throughout the case lifecycle.

Skills

Communication

Customer service

Problem solving

Job description

The Amherst Group of companies comprise of leading real estate investment and advisory firms with a mission to transform the way real estate is owned, financed and managed. Amherst leverages its proprietary data, analytics, technology, and decades of experience to seek solutions for a fragmented, slow-to-evolve real estate ecosystem and to materially improve the experience for residents, buyers, sellers, communities, and investors. Today Amherst has over 1000 employees and $14.1 billion in assets under management.Over the past decade, Amherst has scaled its platform to become one of the largest operators of single-family assets and has acquired, renovated, and leased more than 46,000 homes across 32 markets in the U.S. The firm delivers customized, stabilized cash-flowing portfolios of assets to its investors, wrapped in all the ongoing services required to manage, own, and finance the asset including property management, portfolio management, and a full capital markets team. In addition to its single-family rental platform, Amherst’s debt business pursues two distinct credit strategies in mortgage-backed securities and commercial real estate lending. Over its 25-year history, Amherst has developed a deep bench of research and technology talent, and leverages data and analytics at every stage in the asset lifecycle to improve operations and preserve long-term value for our investors and the more than 188,000 residents the firm has served.Serve as the primary point of contact for escalated resident concerns, ensuring timely, professional, and consistent communication throughout the resolution process.Investigate complex resident situations by reviewing account history, maintenance records, lease documentation, and supporting information to determine appropriate resolutions.Evaluate and process requests related to concessions, relocations, early terminations, BBB complaints, and other escalated resident matters in accordance with company policies.Coordinate with cross-functional teams including Property Management, Maintenance, Leasing, Legal, Utilities, Security Deposits, and other internal departments to resolve resident concerns.Proactively communicate with residents to gather required information, explain available resolution options, and provide timely updates throughout the case lifecycle.Maintain detailed documentation of resident interactions, research performed, decisions made, and actions taken within company systems.Monitor assigned cases to ensure service level agreements (SLAs) and departmental KPIs are consistently achieved.Prioritize multiple active escalations while adapting to changing business needs and operational priorities.Identify process improvement opportunities and communicate recommendations to leadership.Maintain compliance with departmental SOPs, Work Instructions, and company policies.Participate in department meetings, training sessions, quality assurance reviews, and continuous improvement initiatives.Our full-time employee benefits include:A competitive and comprehensive benefits package.