Retention Specialist

Onni - Phoenix, AZ

Full-time - Mid Level

Phoenix, AZ

Heavy and Civil Engineering Construction

About the position

As a Retention Specialist at Onni Group, you will play a crucial role in supporting tenants through financial challenges by providing proactive outreach and flexible payment solutions. Your primary focus will be on preventing evictions through early intervention and fostering positive relationships with tenants. This position requires strong communication skills, attention to detail, and the ability to meet performance targets while collaborating with a dedicated team.

Responsibilities

• Make 40-50 outbound calls daily to tenants who are 0-15 days delinquent to discuss payment arrangements.
• Handle inbound calls and emails from tenants daily.
• Send 20 follow-up emails daily to tenants, reinforcing options to help resolve their outstanding balances.
• Engage with tenants in a helpful and supportive manner, providing them with flexible options to avoid eviction.
• Offer guidance on payment plans, rental assistance programs, or other available resources.
• Focus on early intervention to prevent tenants from falling into further delinquency and eventual eviction.
• Collaborate closely with the Collection Manager, Accounting, and the Property Manager to resolve tenant issues quickly and efficiently.
• Explain the next steps in the eviction process with empathy when necessary.
• Meet and exceed performance KPIs, including call and email targets, and maintain accurate records of all tenant interactions in Yardi.
• Work closely with the Property Manager and Accounting to provide feedback on tenant trends and payment issues.

Requirements

• High school diploma or GED required; associate or bachelor's degree in business, communications, or a related field is a plus.
• Minimum 1 year in property management or collections, with experience in tenant engagement.
• Experience using Yardi or similar property management software is required.
• Knowledge of AZ Residential Landlord Tenant Act (ARLTA) and/or basic knowledge of Federal Housing Administration (FHA) is preferred.
• Excellent communication skills, both written and verbal.
• Strong organizational skills and attention to detail.
• Ability to multitask, manage time effectively, and meet daily outreach targets.
• Bilingual: Fluency in English and Spanish (or other languages) is a plus but not required.

Nice-to-haves

• Bilingual in Spanish or other languages is a plus.
• Experience in tenant engagement and property management.

Benefits

• Health insurance
• Flexible spending account
• Employee assistance program
• Referral program
• Annual Education Allowance
• Local discounts to restaurants and businesses
• Friends and Family rates for Level Hotels & Furnished Suites, The Opus Hotel, and The Emily Hotel in various cities.