Resident Performance Collections Associate

Job Description

Job Description

Position: Resident Performance Associate 

Level: Entry level
Industry: Real Estate Investing
Employment Type: Full Time

The Property Management Team at Kairos Living, a rapidly growing national single-family rental fund (SFR), is seeking a highly motivated, positive individual with excellent communication skills who can contribute to the team's success. The position will frequently interact with Residents and multiple departments at the firm. 

This role will be responsible for effectively managing delinquent Resident accounts, collecting and processing Resident payments, and monitoring payment plans and evictions. The position operates within a high call volume contact center environment, requiring the ability to manage a large number of inbound and outbound Resident interactions daily while maintaining professionalism, accuracy, and a solutions-oriented approach.

The successful candidate will have a solid grasp of the property management lifecycle. They will have excellent organizational skills, great attention to detail, and the ability to manage multiple multi-faceted tasks to meet deadlines and performance objectives. The candidate must also have excellent communication skills and maintain a positive attitude in high-pressure situations and conversations with delinquent Residents.

Responsibilities

• Manage our Resident payment experience to ensure payment workflows function, balances are accurate and communicated promptly to all Residents
• Manage our collections process and performance metrics to meet and exceed company targets and goals
• Place calls to Residents to collect payment or establish payment plans on outstanding balances
• Review delinquency reports daily and establish an action plan based on results.
• Utilize internal systems to update Resident accounts regarding past-due balances after calls.
• Oversee the determination of late fee waivers and communication to Residents when applied
• Ensure Resident satisfaction with consistent communication so Residents are updated regularly on the status of their ledger and outstanding balances
• Assist with eviction proceedings as needed
• Perform other functions about Resident management as needed

Desired Experience / Skills 

Minimum 2 years of relevant property management, revenue management, or call center experience in the residential real estate industry. Single-family rental experience is a plus but not required.

Detail-oriented, ability to multi-task.

Experience with Yardi Voyager is preferred but not required

Self-starter willing to “do what it takes” to hit goals and meet deadlines.

Ability to prioritize, plan, organize, and coordinate work assignments and simultaneously coordinate multiple tasks.

Applying common sense, demonstrating logical and systematic thinking skills, and being adaptable to change and taking ownership.

Proven call center or high-volume inbound/outbound phone experience, with the ability to handle difficult conversations professionally and empathetically.

Familiarity with KPI tracking and performance reporting in a collections or call center environment (e.g., call volume, resolution rate, average handle time, delinquency rate).

Strong negotiation skills with experience structuring and managing payment plans or settlement agreements.

Perks of working at Kairos Living

Competitive pay - Base salary with annual bonus tied to company KPIs

Employer-paid benefits (Medical, Dental, and Vision)

Professional career development

401(k)

Flexible PTO

11 paid holidays throughout the year 

We’re Kairos Living. Proud to introduce a smarter way to live

Kairos was founded in July 2019 as a technology-enabled, value-added residential real estate investment fund. Kairos is revolutionizing the fragmented and inefficient single-family rental industry using an internally developed technology platform to rapidly scale acquisitions, optimize operational efficiencies, and deliver superior risk-adjusted returns to investors. We add value at every stage of the property lifecycle by utilizing our data-driven analytical approach, technology-centric operational model, and entrepreneurial culture. Our business principles include the importance of risk control, emphasis on talent, operational excellence, and relentless reinvention. Visit our website at

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