Account Resolution Coordinator

Omaha Housing Authority • Omaha, NE

10d • Onsite

About The Position

Serve as the primary point of contact for tenants and landlords to resolve outstanding account balances. Responsibilities include initiating communication to recover debts, negotiating repayment agreements, ensure compliance with all applicable laws and regulations. This role requires a strong sense of urgency, exceptional customer service skills, attention to detail, and the ability to collaborate with team members to navigate new processes and procedures. The Account Resolution Coordinator will balance persistence with empathy, helping stakeholders resolve their financial obligations while maintaining a professional and respectful approach.

Requirements

• High School graduate, Associate’s Degree in a related field is preferred.
• Three years experience in consumer collections or customer service is strongly preferred.
• Strong communication skills with the ability to handle sensitive conversations professionally and privately.
• Negotiation and problem-solving logic to reach workable payment solutions.
• Knowledge of FDCPA regulations and ethical collection practices.
• High degree of organization skills, time management, and prioritization skills.
• Ability to read and interpret HUD government documents and program descriptions for Housing Choice Vouchers, Public Housing, Affordable Housing, Tax Credit Financing programs, and OHA procedures and policies.
• Ability to communicate in a positive, professional, and effective manner while adhering to the OHA Policies and Procedures.
• May require working in a standing or seated position for continuous periods of time.
• Ability to accomplish the duties described through use of appropriate computer and general office equipment.

Responsibilities

• Contact tenants & landlords by phone, email, or mail to collect overdue payments.
• Recoup overpayments to landlords.
• Negotiate repayment plans that are realistic and compliant with company policies.
• Educate tenants on payment options and account status.
• Document all interactions accurately in the company’s system daily.
• Follow up consistently to ensure timely resolution of delinquent accounts and repayment agreements.
• Escalate accounts to supervisors or legal teams when necessary.
• Comply with FDCPA (Fair Debt Collection Practices Act) and other consumer protection laws.
• Work closely with Senior Leadership to streamline & improve the accounts receivable process and eliminate overpayments to landlords.
• Identify & implement accounts receivable and collections process KPIs, benchmarks & standard procedures.
• Propose, implement, document, and maintain payment & accounts receivable related internal controls.
• Works interactively and proactively with all OHA departments, property management, HUD, and other outside agencies.
• May assist with special projects.
• May be required to work weekend and evening hours.
• May maintain a set of books for related organizations.
• May provide training for OHA staff as directed.
• Other duties as assigned.

Benefits

• 17 paid holidays, including your birthday, a floating holiday, and a self-care day
• 12 days of vacation and 12 days of sick leave per year
• Medical, dental, and vision benefits start the 1st of the month following date of hire
• Life Insurance, Health & Dependent Care FSA, Allstate Voluntary Insurance, and Pet Insurance
• 401(a) retirement plan with a 5.5% match and 457 compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees