Collections Agent

Mission : 

The Collections Quality Control Agent is responsible for ensuring the effectiveness and compliance of the rent collection process across the assigned portfolio. This role involves in-person interactions with residents to address delinquent accounts, overseeing virtual collection agents, and performing phone-based collection efforts. The agent will play a vital role in maintaining accurate records and ensuring all notices are posted and collection procedures are followed in accordance with company policy. 

Accountabilities: 

• Conduct on-site visits and knock on tenant doors to collect delinquent rent payments.
• Maintain professionalism and ensure interactions comply with fair housing laws and company policies.
• Verify that all required notices are posted accurately and according to company policy and local regulations.
• Supervise and coordinate the efforts of a team of virtual collection agents.
• Monitor team performance to ensure adherence to collection strategies and goals.
• Make outbound calls to residents to resolve delinquent accounts.
• Negotiate payment arrangements and follow up on payment commitments.
• Provide regular updates to the Regional Manager on collection activities, delinquencies, and team performance.
• Other duties as assigned by Regional Manager.

Critical Success Factors 

• Passion – for the company’s mission
• Positive- Can-do attitude with a commitment to excellence
• Assertiveness- Confidently and effectively communicate expectations, enforce company policies and handle challenging interactions with residents and team members.
• Goal Oriented – naturally motivated to reach goals.
• Customer service oriented- strong organizational skills
• Interpersonal/Communication Skills – an innate ability to channel different points of view; Able to establish and maintain excellent relationships and credibility quickly; Create team atmosphere with internal staff while achieving key objectives.
• Maturity – Able to operate independently and as a member of the team.
• Professional – unquestionable integrity, credibility, and character, who has demonstrated high moral and ethical behavior.

Key Processes: 

Rent Collections 

Education, Training and Qualifications 

• Proven experience in collections, including negotiation and conflict resolution skills, is required.
• Strong interpersonal and communication skills, both in person and over the phone.

• Ability to work independently and manage time effectively.
• Previous experience in property management is preferred.
• Familiarity with rent collection procedures and housing regulations. 
• Microsoft Office experience is required, and any property management software experience is desired. AppFolio knowledge is A+.
• Available to work a flexible schedule including evenings and weekends as needed 

Physical Requirements: While performing the duties of this job, the employee is regularly required to walk; sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk, reach with hands and arms and stoop, kneel, crouch, or crawl.  

The employee must occasionally lift and/or move up to 10 pounds.