Director, Resident Receivables and Recovery

Position Summary

The Director, Resident Receivables and Recovery is responsible for overseeing the company’s accounts receivables, collections, evictions, and ledger closeout functions across the organization’s portfolio. This position provides strategic leadership, operational oversight, and process standardization for resident receivables and recovery operations while ensuring compliance with company policies, legal requirements, and financial controls.

Functional Responsibilities

• Provide leadership and oversight for Accounts Receivable, Collections, Evictions, and Ledger Closeout teams
• Establish scalable operational processes and reporting structures to support organizational growth and portfolio expansion
• Oversee vendor relationships related to collections agencies, rent guaranty providers, payment processors, and legal partners
• Support implementation and optimization of systems, reporting tools, and workflow automation initiatives
• Ensure operational consistency and service-level expectations are maintained across all resident receivable and recovery operations
• Partner with Legal, Compliance, Operations, and Accounting teams to ensure resident financial processes align with company policies, regulatory requirements, and business objectives

Operational / Departmental Support

• Oversee the daily functions of the Collections Department, including account review, billing issue resolution, delinquency management, and resident communication
• Manage overall process of operations, including notice posting, attorney coordination, resident ledger review, and market guidance prior to court proceedings
• Develop and implement follow-up systems to minimize rollover between delinquency aging buckets
• Partner with third-party collection agencies, rent guaranty providers, and technology vendors to maximize recovery efforts and operational efficiency

Compliance & Risk Management

• Ensure compliance with applicable federal, state, and local laws, including Fair Housing requirements and resident financial handling standards
• Maintain strong internal controls, audit readiness, and accurate documentation across all functional areas
• Identify, escalate, and mitigate operational, financial, and compliance risks impacting resident receivable and recovery operations
• Oversee legal account handling processes, attorney coordination, claims administration, and dispute resolution activities
• Ensure resident receivable and recovery activities are handled professionally, consistently, and in alignment with company policies and regulatory requirements

Financial / Performance Accountability

• Monitor and manage aged receivables, delinquency trends, credit loss metrics, recovery performance, and resident refund activity across the portfolio
• Drive operational improvements that enhance cash collections, reduce aged balances, and improve financial accuracy
• Establish and monitor KPIs related to resident account processing, payment posting, ledger closeouts, collections, and eviction timelines
• Support accurate financial reporting through effective oversight of resident receivables and recovery transactions
• Evaluate operational performance metrics and reporting trends to improve efficiency, scalability, and financial outcomes

Leadership / Collaboration

• Build, lead, develop, and mentor high-performing resident receivable and recovery teams
• Establish performance expectations, accountability standards, and development plans across all direct and indirect reports
• Foster a collaborative, service-oriented culture focused on operational excellence, accountability, and continuous improvement
• Partner cross-functionally with Accounting, Operations, Legal, Field Operations, Customer Service and Construction teams
• Lead change management, process improvement, and operational transformation initiatives

Additional Responsibilities

• Prepare operational analyses, KPI reporting, presentations, and recommendations for executive leadership review
• Support strategic initiatives related to resident receivable and recovery operations, process optimization, and portfolio growth
• Perform other duties as assigned to support business objectives

Performance Expectations & Key Metrics

• Maintain a 90+ day collection rate of 98% or greater across all funds
• Achieve a 50% month-end eviction cure rate
• Maintain an average eviction cure timeline of less than 55 days
• Ensure 95% of resident refunds, claims, and ledger closeouts are completed within 30 days
• Execute collection outreach campaigns to 100% of delinquent residents each month
• Ensure 100% of manual payment checks and ACH transactions are applied within 2 business days of receipt
• Complete 3PPM fund ledger reconciliations within 30 days of month-end close
• Compliance adherence and audit readiness
• Operational efficiency improvements and workflow standardization
• Team productivity, KPI achievement, and employee development outcomes