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 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 as the primary contact for onsite teams and third-party vendor partnerships.
  • Collaborate cross-departmentally to develop long-term strategies supporting organizational growth and maximize revenue recovery.
  • Build standardized workflows and ensure consistent execution across all assigned properties.
• Resident Account & Delinquency Management:
  • Oversee all delinquency management activities, ensuring timely follow-up and adherence to company policies for assigned communities.
  • Manage demand letter processing and ensure compliance with applicable state and local regulations.
  • Coordinate with onsite teams to execute and deliver demands effectively.
  • Communicate with teams to update resident account changes as they occur.
  • Coordinate with legal counsel when required and assist with the eviction of tenants in compliance with court order and directions from legal counsel.
  • Monthly management of month end processes for all assigned communities including monthly posting of rent and utility charges.
• Collection Management:
  • Oversee move-out accounting, including final account reconciliations, security deposit processing, and resident balance determinations for assigned communities.
  • Manage and execute collections efforts, including payment arrangements, agency placements, and bad debt recovery strategies.
  • Process move-out accounting, including final account reconciliations, security deposit processing, and resident balance determinations for assigned communities.
  • Process collections efforts, including payment arrangements, agency placements, and bad debt recovery strategies.
• Collection Management:
  • Oversee move-out accounting, including final account reconciliations, security deposit processing, and resident balance determinations for assigned communities.
  • Manage and execute collections efforts, including payment arrangements, agency placements, and bad debt recovery strategies.
  • Process move-out accounting, including final account reconciliations, security deposit processing, and resident balance determinations for assigned communities.
  • Process collections efforts, including payment arrangements, agency placements, and bad debt recovery strategies.
• Systems Implementation & Change Management:
  • Lead process improvement initiatives designed to increase revenue, reduce errors, and improve financial outcomes.
  • Analyze operational data and key performance indicators to identify opportunities for improvement.
  • Identify trends in delinquency and collections and develop proactive strategies to reduce outstanding receivables.
  • Lead the implementation, rollout, and adoption of new systems as it pertains to the role.
  • Develop implementation plans, timelines, and training materials to ensure successful system launches and adoption.
  • Partner with cross-functional teams to optimize system functionality and streamline workflows.
  • Serve as the subject matter expert for centralized resident accounting processes and system enhancements.

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.
• Strong organizational and project management skills.
• Experience with property management software.
• Ability to manage multiple tasks and priorities.
• Strong attention to detail.
• Ability to work independently and as part of a team.

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 per year, with a bonus structure.

Schedule

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