Manager, Resident Accounts - Atlanta - The RMR Group LLC

Description

Overview

The Manager of Resident Accounts supports the Director or Resident Accounts and the Director of Property Accounting in overseeing all Resident Account Services operations. This individual manages a team of Resident Account Consultants (RACs), provides portfolio-level application oversight, ensures accuracy of resident ledgers, and delivers exceptional customer service related to resident account inquiries. They are also responsible for ensuring that all resident applications comply with legal, regulatory, and internal standards. This role involves leadership, strategic planning, and management of compliance activities to ensure that applications meet all organizational and regulatory requirements.

The Manager of Resident Accounts is responsible for financial accuracy, compliance with company policies, and timely execution of property-level accounting functions. This role includes training, auditing, coaching, performance management, and hands-on support of a personal property portfolio. Ensure compliance with Fair Housing, ADA, FCRA, company policies, and all applicable laws.

Responsibilities

The activities listed below are not all-inclusive but indicate the types of activities typically performed in this role. Other duties may be assigned.

• Supervise 5-7 Resident Account Consultants, supporting portfolios totaling up to 15,000 units.
• Coach and develop team members; provide realtime feedback and formal performance evaluations.
• Resolve escalated resident account issues and support RACs with guidance and problem-solving.
• Hire, onboard, and train RACs; maintain a culture of accountability, accuracy, and service.
• Manage team workload, productivity, and adherence to turnaround standards (e.g., 24-hour open ticket response). Provide clear explanations for approval or rejection decisions to applicants.
• Collaborate with legal, compliance and internal stakeholders to ensure smooth application review processes and resolve any issues that may arise.
• Collaborate with the risk management team to develop, identify, assess, and mitigate related compliance risks by implementing appropriate frameworks and adapting the strategy as necessary to mitigate these risks.
• Assess applications based on organizational and regulatory criteria by overseeing the review of applications submitted through centralized systems ensuring the completeness and accuracy of application materials.
• Identify discrepancies in applications and take appropriate action while making informed decisions regarding the approval or rejection of applications.
• Provide clear explanations for approval or rejection decisions to applicants and communicate with applicants to request additional information when needed.
• Partner with Property Managers on delinquency, move-in compliance, move-outs, and resident billing issues.
• Provide accurate documentation to collections partners.
• Ensure accurate records, batch receipts, and posting of property revenue.
• Review and audit resident ledgers for accuracy in rent posting, fees, deposits, and lease charges.
• Monitor Yardi dashboards for move-ins, move-outs, deposit accounting, alerts, and receipt batches.
• Review lease charge reports for accuracy before posting.
• Process and/or audit final account statements and move-out accounting.
• Review security deposit posting, move-in fees, monthly rent, and all related resident accounting items.

Qualifications

• Bachelor's degree in Business, Law, IT, or a related field. Master's degree preferred.
• 4+ years of experience in compliance, with at least 3 years in a leadership role.
• Strong knowledge of regulatory requirements and industry standards for software applications.
• Experience managing a team and implementing successful compliance programs.
• Excellent analytical, organizational, and communication skills.
• Preferred knowledge of systems such as Funnel, Yardi Voyager, Yardi Screening, Safe Rent Screening, and others.

Total Rewards

The RMR Group offers an extensive total rewards package to ensure that your benefits align with your needs. Employees who work at least 21 hours per week are eligible to participate in The RMR Group's benefits plans, including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• Health Savings Account (HSA) & Flexible Spending Plans (FSA)
• 401(k) Plan with Employer Match
• Holidays, Vacation & Sick Time
• Parental Leave
• Tuition Assistance
• Matching Gift Program
• Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance

Company Overview

The RMR Group (Nasdaq: RMR) is a leading U.S. alternative asset management company, focused on commercial real estate (CRE) and related businesses. RMR's platform includes nearly 900 real estate professionals in more than 30 offices nationwide who manage approximately $40 billion in assets under management and leverage more than 35 years of institutional experience in buying, selling, financing and operating CRE. RMR is headquartered in Newton, MA and was founded in 1986.

RMR's mission is to create long-term value for our clients by managing their investments and assets "like we own it". We are guided by six core values: Integrity at Our Core; Perform Passionately and Effectively; Inspired Thinking; Like We Own It; Power of We; Mutual Respect.

Visit our website to learn more about what makes The RMR Group a rewarding place to build a career. Follow RMR on LinkedIn and Instagram @thermrgroup. The RMR Group is an equal opportunity employer. Qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here.