Tenant Account Representative

As a Tenant Account Representative, you will play a key role in managing tenant accounts within a commercial real estate portfolio. Your primary focus will be on proactive payment collection and maintaining effective communication with tenants to ensure timely rent payments and resolve any billing issues. This position requires a high level of professionalism, attention to detail, and the ability to handle accounts with accuracy and tact.

Primary Responsibilities:

• Payment Monitoring & Tracking: Perform weekly reviews of open rent reports and monthly accounts receivable reports to identify any lapses in tenant payments, including rent, CAM charges, utilities, taxes, and other ancillary fees. Regularly update tenant lease payment records and document billing histories.
• Tenant Communication & Collections: Reach out to tenants behind on lease payments, engaging in discussions to understand status and negotiate repayment plans. 
• Account Management & Reporting: Track tenant payments and payment agreements, utilizing report reviews and a scanned check system to verify fulfillment. 
• Discrepancy Resolution: Address tenant inquiries regarding billing calculations or lease discrepancies by consulting the lease agreement and utility/tax records. Provide reconciliations, historical payment data, and adjusted invoices as needed.
• Billing & Credit Adjustments: Calculate and issue credits on AR accounts for overcharges or incorrect billings, with management approval. Collaborate closely with billing and lease administration teams to document any adjustments for future reference.
• Collaboration with Leasing & Legal Teams: Work with leasing agents, corporate counsel, and collections staff on past-due accounts and prepare to escalate if necessary. Participate in weekly default meetings to review account statuses and action plans.
• Legal Coordination: Coordinate default actions and work with external counsel to issue default and demand letters to tenants delinquent in payments or with terms overdue by more than 90 days. Manage follow-up actions and monitor tenant responses.
• Bankruptcy Processing: Upon notice of a tenant's bankruptcy filing, compile a detailed proof-of-claim report, including pre-petition, administrative, and rejection costs in line with lease terms, and coordinate with collections paralegal for further action.

• Qualifications:

  • Experience: Minimum of 5 years in account collections, customer service, or a related accounting field.
  • Skills: Strong organizational, communication, and analytical skills, with high attention to detail.
  • Technical: Proficient in MS Word and Excel; experience with AS400 or MRI software is a plus.