Collections Agent

Collections Agent

The Collections Agent is responsible for managing resident account delinquencies across the company's multifamily portfolio. This position works closely with property management, accounting, and leadership to reduce outstanding balances, improve collection rates, and ensure consistent and timely follow-up on past-due accounts. This position will also assist with administrative support, general office operations, and leasing activities.

Essential Duties & Responsibilities:

• Resident Collections:
• Monitor resident ledgers and identify delinquent accounts across the multifamily portfolio.
• Contact residents with past-due balances by phone, email, text, and other approved communication methods.
• Maintain consistent follow-up until balances are resolved or the account progresses to the next stage of the collection process.
• Work with residents to understand the circumstances surrounding delinquency and identify appropriate options for resolving outstanding balances.
• Establish and monitor approved payment arrangements.
• Follow up immediately on missed or broken payment arrangements.
• Document all collection activity, resident communication, promises to pay, and account updates in the property management system.
• Maintain professional, firm, and respectful communication throughout the collection process.
• Delinquency Management:
• Review delinquency reports regularly and prioritize accounts based on balance, age, resident status, and required action.
• Work proactively to address delinquency before balances become unmanageable.
• Track collection activity and provide regular reporting on outstanding balances, payment arrangements, collection progress, and trends.
• Identify recurring delinquency issues and escalate concerns to property management leadership when appropriate.
• Assist property teams with complex resident account or collection situations.
• Notices & Legal Process:
• Coordinate with property management teams to ensure required notices are issued accurately and within established timelines.
• Track accounts progressing through notice, eviction, and legal collection processes.
• Coordinate documentation needed for eviction filings or other legal action.
• Work with attorneys, collection agencies, and other third-party partners as necessary.
• Maintain accurate records supporting collection and legal activity.
• Ensure collection practices comply with company policies, lease requirements, and applicable federal, state, and local laws.
• Move-Out & Bad Debt Collections:
• Review former resident accounts for outstanding balances following move-out.
• Confirm final account balances and supporting documentation are complete before accounts are referred for outside collection.
• Coordinate placement of eligible accounts with the company's third-party collection agency.
• Monitor collection agency activity, payments, settlements, and account status.
• Assist with reconciliation of payments received on previously written-off or collection accounts.
• Maintain appropriate documentation regarding bad debt and collection activity.
• Collaboration & Customer Service:
• Partner closely with Property Managers, Area Directors, Accounting, and leadership to maintain a consistent collection process across all properties.
• Communicate account status and recommended next steps to property teams.
• Provide residents with clear information regarding balances, payment expectations, and available resolution options.
• Balance the need to collect amounts owed with the company's commitment to providing a professional resident experience.
• Maintain confidentiality of resident financial and personal information.

Additional Responsibilities:

• Participate in special projects as needed.
• Assist with coverage at properties when necessary.
• Always maintain professionalism and confidentiality.
• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Previous experience in collections, property management, accounts receivable, banking, financial services, or a related field preferred.
• Experience with property management software, preferably AppFolio, is a plus.
• Basic computer knowledge including Microsoft Office and email systems.
• Familiarity with modern AI platforms and productivity tools preferred.
• Strong verbal and written communication skills.
• Comfortable handling difficult or sensitive financial conversations.
• Strong organizational skills with the ability to manage a high volume of accounts and follow-up activity.
• High attention to detail and accuracy.
• Ability to remain professional and composed in challenging situations.
• Ability to work independently and in a team environment.
• Strong judgment and ability to determine when an account should be escalated.
• Working knowledge of Fair Housing and applicable collection practices preferred.

Performance Expectations:

• Reduction in portfolio delinquency.
• Collection rate on past-due balances.
• Timeliness and consistency of resident follow-up.
• Performance of payment arrangements.
• Recovery of former resident balances.
• Accuracy of account documentation.
• Timely progression of unresolved accounts through the collection and legal process.
• Effective communication and collaboration with property teams.

Work Environment:

Part of the workday will be spent in a temperature-controlled management office, visiting multiple work sites including construction areas. A significant amount of physical activity (walking, climbing stairs, etc.) is required on a daily basis. Flexibility is required in terms of working hours, since many tenant inquiries and issues may need to be addressed in the evenings or on weekends. Travel Requirements: Local travel within the community.