Collections Coordinator

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Job description

Roofstock is the leading marketplace for investing in single-family rental homes. Our mission is to make real estate investing radically accessible, cost effective and simple. We want to use technology to transform the way real estate is bought and sold and make real estate investing as simple as investing in stocks. Simply put, we are passionate about helping our customers build wealth through real estate.

Roofstock has been recognized as a Great Place to Work® and was recently named to the Forbes Fintech 50 and the Red Herring 100 lists of most innovative companies. Roofstock has raised over $135M to date and have offices across the US in Oakland, California, Dallas,Texas and New York, NY with approximately 400 people and is growing rapidly. Check out our reviews and see why our employees love working here!

We've built an amazing culture where everyone has a voice. We're nice. We get things done. We have fun. We believe in work-life balance (yes, you can really take a vacation). And our values are pretty B.A.D.A.S.S.

Be customer obsessed.

Act like an owner, because you are one.

Don't be afraid to break things in the pursuit of better.

All of us are empowered to do the right thing.

Stay curious and create what's next. Fast.

Seriously. No jerks.

The Resident Collections Coordinator is a primary point of contact for resident communication and negotiation driving maximization of rent collection and bad debt reduction residency. The Collections Coordinator is responsible for managing collection workflows and the relevant internal and external stakeholders to ensure high rates of collections monthly. They report to the Collections and Evictions Lead and work in conjunction with local Portfolio Managers as well as the Resident Service Team to coordinate efforts.

What You Will Do:

* Communicate with residents via phone and email to establish payment plans and hold residents accountable to agreed payment dates
* Review payment plan requests for approval and track payment dates
* Coordinate with Property Managers when payment is not received to take next steps in negotiation to obtain rent or move toward vacating a home
* Have superior attention to detail and take detailed notes of all conversations with residents for future reference if and when required
* Provide weekly and monthly reporting on collection status and progress
* Be highly efficient and organized to hold residents and internal team members accountable for deliverables
* Demonstrate superior customer service while maintaining a hardline approach to resident account receivable efforts
* Demonstrate empathy but also strong negotiation skills to interact with late paying residents and be successful in obtaining rent payments by the end of a month
* Open to change and developing new best practice processes and procedures to streamline operations and create efficiencies
* Partner with internal and external attorneys as required

What You Bring With You:

* Strong negotiation and communication skills required
* Understanding or ability to outline local ordinances pertaining to collection efforts required; Fair Collections Guidelines
* Customer Service background and experience required
* Ability to maintain a positive professional relationship with residents
* Experience with general payment methods and phone payments
* Experience with PM tools recommended (Yardi, Rent Manager)
* Collections call center experience preferred

For our regular full-time roles we offer a great benefits package!

Competitive compensation

Medical, Vision and Dental for you (95%) and your dependents (65%)

401k

Flexible time off and sick days

Supplemental bonus to support "work from home" office needs

Equity incentives to give you a stake in the Company's future

We are an upbeat and collaborative work culture

Virtual company-sponsored outings

Roofstock is an equal opportunity employer. In keeping with the values of Roofstock, we make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.