Account Resolution Specialist (Collections, Delinquency)

City: Woodland Hills, State: California. Job Location: Woodland Hills Regional Office. Position Type: Regular. The schedule is Monday-Thursday onsite and Friday remote. This position is available at the Woodland Hills or Irvine corporate office.

About the Role

The mission of the Account Resolution Specialist is to reduce current resident delinquency while helping residents to achieve sustainable outcomes, as well as identify ways to increase revenue through past resident collections. Responsibilities are performed in compliance with all company policies and processes.

Responsibilities

• Support the legal lifecycle of proceedings for unpaid rent and lease violations, including unlawful detainer, small claims, and eviction processes.
• Manage all assigned evictions and delinquency.
• Initiate timely and effective communication with residents, internal counsel, and external counsel.
• Analyze resident ledgers for correctness, complete corrections, and review for legal proceedings.
• Understand and remain attune to local, state, and national legal requirements.
• Provide strategic guidance and negotiations in the best interest of all parties during eviction proceedings.
• Ensure systems and data sources are kept up to date and accurate for reporting purposes.
• Maintain the highest level of service for internal and external customers.
• Report on trends, causes of delinquency, and provide resolution insights.
• Assist with other ad hoc requests and reports as needed.
• Embody all Essex Values: act with integrity, care about what matters, lead at every level, do right with urgency, and seek fairness.

Requirements

• High school diploma or GED equivalent is required.
• 1–2+ years of customer service, accounting, and eviction proceedings experience is preferred.

Working Conditions

• Operates in a fast-paced work setting, requiring the ability to multitask and adapt quickly to changing priorities.
• May involve tight deadlines and high-energy work situations.
• Requires the ability to work Monday through Friday. Hybrid work arrangement with in-person office requirements for a minimum of four days per week (Monday through Thursday) at Essex's corporate offices in Irvine, Woodland Hills, or San Mateo. The hybrid policy is subject to change at Essex's sole discretion.
• Requires the ability to sit or stand for extended periods. Minimal physical effort in day-to-day tasks.
• Minimal travel may be required for occasional meetings, training, or conferences.

Qualifications

• Ability to comprehend and interpret instructions, short correspondence, and ask clarifying questions to ensure understanding.
• Ability to write routine reports and correspondence.
• Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
• Ability to understand and carry out general instructions in standard situations.
• Ability to solve problems in standard situations. Requires basic analytical skills.
• Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

Benefits

• Competitive salaries for all full-time regular associates.
• Medical, dental, and vision benefit packages.
• Paid parental leave.
• 401k employer match.
• Excellence rewards program.
• Wellness programs.
• 12 paid holidays and 15 PTO days to support work/life balance.
• Housing discount of 20% for most positions.

Pay

New hires generally start between $24.50 – $29.09 per hour. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets, relevant experience, internal equity, and other business and organizational needs. This role is also eligible to participate in Essex's discretionary Annual Bonus program, which is commensurate with the level of the position.