Collections Specialist

Description

Job Overview:

A Collections Specialist is responsible for managing and resolving delinquent accounts across a portfolio of residential or association properties. This role focuses on the collection of outstanding balances, negotiate payment arrangements, and ensure compliance with established collection policies. The specialist collaborates closely with property managers, legal teams, and homeowners’ associations to address account issues, escalate cases when necessary, and support legal proceedings related to foreclosures or bankruptcies. Strong analytical skills are essential for reconciling accounts, resolving discrepancies, and maintaining accurate documentation, while delivering professional customer service that balances firm collections practices with relationship management.

Your Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

Account & Portfolio Management

• Manage an assigned portfolio of homeowner accounts, including daily communications, account adjustments, reconciliations, and timely follow-up.
• Maintain consistent collection efforts to reduce delinquency and improve overall cash collections.
• Resolve outstanding balances and address account inquiries in a timely and professional manner.
• Monitor aging accounts and ensure adherence to established collection policies, escalating delinquent accounts to legal counsel when necessary (bankruptcies, foreclosures, and legal collections).

Payment Arrangements & Negotiations

• Negotiate payment plans and settlement arrangements with homeowners in compliance with association governing documents and company guidelines.
• Balance firm collection practices with practical, relationship-focused financial solutions.
• Collaborate with leadership on complex or high-value accounts requiring additional guidance.

Account Research & Reconciliation

• Investigate and resolve account discrepancies, including misapplied payments, chargebacks, and billing errors, to support accurate account reconciliation.
• Conduct detailed account analysis to identify root causes of delinquency and recommend corrective actions or loss mitigation strategies.
• Partner with association managers and boards to ensure alignment on account status, collection strategies, and policy enforcement.

Documentation & Communication

• Document all collection activity and customer interactions accurately within internal systems to maintain audit-ready records and ensure continuity.
• Respond promptly to homeowner and third-party inquiries, maintaining professionalism while driving resolution of outstanding issues.
• Collaborate with legal teams by gathering and preparing documentation for court proceedings and collection actions.

Additional Duties:

• Practices and adheres to FirstService Residential Global Service Standards.
• Always conducts business with the highest standards of personal, professional and ethical conduct.
• Performs or assists with any operations required to maintain workflow and to meet schedules.
• May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
• Follows all policies and Standard Operating Procedures as instructed by Management.
• Performs any range of special projects, tasks and other related duties as assigned.

Skills & Qualifications:

• Bachelor’s Degree, or applicable experience
• Accounting and/or collections experience strongly preferred
• MS Office Skills
• Strong verbal and written communication skills.
• Demonstrates thoughtful leadership in creating efficiencies and process improvements.
• Detail oriented and strong organizational skills and multi-tasking skills.
• Project management experience with focus on process improvement
• Must have strong proficiency in Windows and Microsoft Office, including but not limited to word processing, spreadsheet maintenance, navigating in databases, record keeping and researching the Internet.
• Ability to work with sensitive or confidential information.
• Ability to meet deadlines and work well under pressure.
• Ability to work in a team environment as well as independently and be self-driven
• Critical thinking, financial acumen, problem solving and decision-making abilities

Physical Requirements:

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 30 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision, EAP services, Life Insurance, and Long-Term Disability coverage. In addition, you will be eligible for vacation and sick time off benefits, 10 paid holidays, and a 401k with company match.

Compensation: $23.50 hourly

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.

Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel View email address on click.appcast.io.

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days.