Coordinator, Offline Department

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.

The Resident Performance Coordinator is a role within the Mainstreet Renewal Resident Performance Department. This department is responsible for monitoring delinquent resident accounts, assisting residents with payments and payment plans, posting payments, resolving billing issues, and helping reduce accounts receivable delinquency.

The Resident Performance Coordinator supports these efforts by assisting residents with account inquiries, processing payments, auditing agreements, and coordinating with internal teams to ensure timely resolution of resident account issues.

• →Handle inbound and outbound calls, as well as email communications with residents regarding outstanding balances and payment options.
• →Assist residents with payment processing and account inquiries.
• →Create, download, and send alternative treatment option documentation to residents.
• →Audit alternative treatment agreements to ensure compliance with terms and conditions.
• →Assist with payment investigations and account research as needed.
• →Respond to credit card disputes on behalf of Main Street Renewal.
• →Collaborate with internal departments to resolve resident issues and concerns in a timely manner.
• →Support the Resident Default team and other Resident Performance initiatives as needed.
• →Perform other duties as assigned.

Education

• High School Diploma or equivalent required

Experience

• Previous customer service, administrative, or resident experience expertise preferred.

• Strong customer service mindset with focus on first-contact resolution
• Excellent verbal and written communication skills
• Strong organizational and time-management skills
• Ability to work in a fast-paced and evolving environment
• High level of attention to detail and accuracy
• Ability to multitask and prioritize competing tasks
• Self-motivated with the ability to work independently

• Proficiency with Salesforce preferred
• Working knowledge of Microsoft Office (Excel, Word, Outlook)

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