Account Resolution Coordinator

Job Description

Job Description

Join our Team at the Omaha Housing Authority!

Are you passionate about making a real difference in the community? Do you thrive in a collaborative and supportive environment? he Omaha Housing Authority (OHA) is looking for a dynamic finance professional to assist our residents and help us fulfill our mission of providing safe and affordable housing.

About Us

Founded in 1935, the Omaha Housing Authority is a nonprofit government agency committed to enhancing the quality of life for low and moderate-income individuals. With over 2,700 public housing units and up to 4,300 Housing Choice (Section 8) Vouchers, we work diligently to ensure our residents have access to safe, sanitary, and affordable housing.

Why Work with Us?

We offer a comprehensive benefits package that includes:

• 17 paid holidays, including your birthday, a floating holiday, and a self-care day
• 12 days of vacation and 12 days of sick leave per year
• Medical, dental, and vision benefits start the 1st of the month following date of hire
• Life Insurance, Health & Dependent Care FSA, MetLife Voluntary Insurance, and Pet Insurance
• 401(a) retirement plan with a 5.5% match and 457 compensation plan

Our Core Values

• Teamwork: We work together to achieve our goals.
• Welcoming: We create a supportive and inclusive environment.
• Actively Listen: We focus, clarify, and communicate next steps.
• We Build Trust: We do what we say we will do and assume good intent.
• Diverse, Inclusive & Equitable: We embrace all identities and backgrounds.
• De-Escalation: We manage conflicts calmly and effectively.
• Exceptional: We strive for excellence in all we do.
• Self-Care: We believe in the well-being of our team and ourselves.
• Share Power: We empower each other and our community.

Salary Range

$41,108 - $57,400

Position Summary

Serve as the primary point of contact for tenants and landlords to resolve outstanding account balances. Responsibilities include initiating communication to recover debts, negotiating repayment agreements, ensure compliance with all applicable laws and regulations. This role requires a strong sense of urgency, exceptional customer service skills, attention to detail, and the ability to collaborate with team members to navigate new processes and procedures. The Account Resolution Coordinator will balance persistence with empathy, helping stakeholders resolve their financial obligations while maintaining a professional and respectful approach.

Essential Functions

• Contact tenants & landlords by phone, email, or mail to collect overdue payments.
• Recoup overpayments to landlords.
• Negotiate repayment plans that are realistic and compliant with company policies.
• Educate tenants on payment options and account status.
• Document all interactions accurately in the company’s system daily.
• Follow up consistently to ensure timely resolution of delinquent accounts and repayment agreements.
• Escalate accounts to supervisors or legal teams when necessary.
• Comply with FDCPA (Fair Debt Collection Practices Act) and other consumer protection laws.
• Work closely with Senior Leadership to streamline & improve the accounts receivable process and eliminate overpayments to landlords.
• Identify & implement accounts receivable and collections process KPIs, benchmarks & standard procedures.
• Propose, implement, document, and maintain payment & accounts receivable related internal controls.
• Works interactively and proactively with all OHA departments, property management, HUD, and other outside agencies.

Additional Responsibilities

• May assist with special projects.
• May be required to work weekend and evening hours.
• May maintain a set of books for related organizations.
• May provide training for OHA staff as directed.
• Other duties as assigned.

Qualifications

• High School graduate, Associate’s Degree in a related field is preferred.
• Three years experience in consumer collections or customer service is strongly preferred.
• Strong communication skills with the ability to handle sensitive conversations professionally and privately.
• Negotiation and problem-solving logic to reach workable payment solutions.
• Knowledge of FDCPA regulations and ethical collection practices.
• High degree of organization skills, time management, and prioritization skills.
• Ability to read and interpret HUD government documents and program descriptions for Housing Choice Vouchers, Public Housing, Affordable Housing, Tax Credit Financing programs, and OHA procedures and policies.
• Ability to communicate in a positive, professional, and effective manner while adhering to the OHA Policies and Procedures.
• May require working in a standing or seated position for continuous periods of time.
• Ability to accomplish the duties described through use of appropriate computer and general office equipment.

Working Conditions

Work is performed in an office setting amid normal conditions of dust, odors, fumes, and noises and involves considerable public contact.

Abilities:

• Ability to sit, stand and walk up to 100% of the time; and reach stoop, squat, push, pull, and type up to 25% of the time.
• Ability to move objects weighing up to ten (10) pounds up to 33% of the time.
• The noise level in the work environment is usually moderate.

Equipment Operation

(Any one position may not use all of the tools and equipment listed nor do the listed examples comprise all of the tools and equipment that may be used in positions allocated to this classification)

• Computer
• Telephone
• Copier
• Calculator
• Facsimile Machine

OHA is Committed to Equal Opportunity

Omaha Housing Authority is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristics protected by federal, state or local laws. Omaha Housing Authority is actively seeking diverse candidates and affirming of all identities.

If you need a reasonable accommodation to complete the online application or have a question about your application, please contact the Human Resource Department.