Manager, Centralized Resident Account Services

About the role

The Manager of Centralized Resident Account Services oversees and leads the centralized operations of resident accounts across multiple communities and manages all resident collection functions for the entire company portfolio. This role ensures timely and accurate management of delinquency processes, demand letters, month end processes, move-out accounting, collections, and related operational needs.

Responsibilities

• Operational Leadership & Cross-Functional Collaboration: Manage end-to-end collection communications, collaborate cross-departmentally, and develop long-term strategies to support organizational growth and maximize revenue recovery.
• Resident Account & Delinquency Management: Oversee all delinquency management activities, manage demand letter processing, coordinate with onsite teams, and communicate resident account changes.
• Collection Management: Oversee move-out accounting, manage collections efforts, and process payment arrangements, agency placements, and bad debt recovery strategies.
• Systems Implementation & Change Management: Lead process improvement initiatives, implement new systems, and optimize system functionality and streamline workflows.

Requirements

• 3+ years of experience in property management, property accounting, or multifamily operations.
• Proven multifamily leadership background, including coaching and developing property management teams.
• Strong knowledge of delinquency management, move-out accounting, collections, and resident account reconciliation.
• Experience implementing and managing new systems, software rollouts, or process improvement initiatives.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and interpersonal skills with the ability to influence and collaborate across departments.
• Demonstrates exceptional communication skills to navigate escalated conversations, applying strong conflict resolution and deescalation techniques to guide interactions towards a positive outcome.
• High degree of flexibility and tolerance for change.
• Proficiency with property management software, email, and phone skills.
• Ability to handle a high volume of phone calls as the initial function of the role, with additional responsibilities this may shift and expand as the role evolves over time.
• Ability to work for extended periods in both office and active work environments, including prolonged computer use and standing.
• Ability to travel to assigned properties, if applicable.
• Reliable transportation and valid driver’s license.

Qualifications

• High school diploma or equivalent.
• Bachelor's degree in business administration, finance, accounting, or a related field preferred.
• CPA certification preferred.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to lead and mentor a team.
• Experience with property management software and systems.
• Knowledge of multifamily operations and resident account management.

Benefits

• Great benefits, including full medical, dental, vision, employer-paid short-term disability.
• Competitive 401(k) with company match; fully vested at day one of eligibility.
• 16 PTO days, 13 Paid Holidays.
• 20% Rent discount.
• RedPeak Student Debt Repayment Program.
• 50% or up to $75 monthly health club reimbursement and wellness programs.
• Cell Phone Reimbursement.
• Team Member Recognition Program.
• Clothing Reimbursement.

Pay

$75,000 - $95,000 USD, with a bonus.

Schedule

Monday - Friday, 8:00am - 5:00pm.