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Operations Specialist, Deposits

Our Company:
Home Partners of America, Inc. is a private owner and operator of high-quality single-family retail homes, with a unique business model that provides residents with the ability to initially lease and to later own attractive housing. Our commitment is to making homeownership a reality for more people through lease purchase program with easy, transparent and flexible choice, and help people get into great homes, in neighborhoods they love, with the opportunity to build a more secure financial future. We are a dynamic organization poised for growth and expansion into the future and are looking to hire passionate and energetic employees.

Your Role:
The Operations Specialist, Deposits and Administration is responsible for creating an experience for our residents that makes them want to continue in their home with us for years to come. Your role will ensure that Pathlight follows all procedures related to security deposits and other administrative inquiries such as homeowners associations (HOA) and utilities for the company.

Duties and Responsibilities:
• Provide customer service experience aligned with our service motto, G.R.E.E.T. (Great Resident Experience Every Time) with urgency, empathy and professionalism
• Process security deposit accounting and disposition timely and accurately
• Support the achievement of larger team metrics to related to overall Net Promoter Scores (NPS) and resident experience, including daily participation in managing general inbound calls and written inquiries
• Ability to help residents navigate HOA CCR’s, obtain amenity access, and cure violations
• Provide support to our residents who may have utility inquiries and/or need assistance in activating utility services
• Process insurance documents in a timely manner
• Assist residents with the completion of various addenda, including approval of pets and renovations to the home
• Timely response to general questions submitted via e-mail, phone call, or portal message
• Prepare appropriate documentation and update database with accuracy and attention to detail
• Ability to discuss security deposit accounting with residents and explain process and any deductions
• Conduct all business in accordance with company policies and procedures and all state and federal regulations
• Perform other duties and responsibilities as assigned

• Bachelor’s degree preferred or equivalent relevant work experience
• Friendly and knowledgeable demeanor, people focused communicator
• Ability to work in a fast paced, highly regulated environment
• Ability to meet deadlines and focus on details
• Ability to quickly learn new software and report as required, timely and accurately
• Possess strong organizational and time management skills
• Understanding of ledger management and basic math
• Ability to work both autonomously and collaboratively with a team
• Ability to overcome objections and close the renewal opportunity
• Strong and professional communication skills, both written and verbal
• Possess a strong passion for customer service and success to achieve goals
• Knowledge of Home Partners, state and local procedures on security deposits and other administrative inquiries
• Knowledge and compliance with Fair Housing laws at all times

Home Partners of America and Pathlight Property management is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions including the decision to hire, promote, discipline or discharge are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, sex (including pregnancy, gender identity or sexual orientation), national origin, age, disability status, genetic information, veteran or any other status protected by the laws or regulations in the locations in which we operate.