Specialist, Resident Resolutions

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.