Account Settlement Specialist - Atlanta, GA

Cortland • Atlanta, GA

10h • Onsite

About The Position

The Account Settlement Specialist is responsible for managing resident balances after account closure, focusing on dispute resolution, settlement activity, and recovery of delinquent accounts. This role serves as the primary point of contact for former residents regarding outstanding balances and works to resolve accounts accurately, compliantly, and respectfully. Through consistent follow‑up, documentation, and customer‑focused communication, the Account Settlement Specialist supports recovery goals while protecting the Cortland brand and complying with legal and lease requirements. By resolving balances accurately and professionally, the Account Settlement Specialist directly improves cash recovery, reduces write‑offs, and limits legal escalation. This role ensures delinquent balances are managed consistently, compliantly, and with respect—protecting Cortland’s financial performance and brand reputation. Strong performance in this role results in higher recovery rates, cleaner financial reporting, and a more consistent post move‑out resident experience across the portfolio.

Requirements

• High school diploma required
• 2+ years of experience in collections, property management, customer service, or a related field.
• Excellent interpersonal and customer service skills; ability to deal with customers in a friendly, courteous, timely, and thorough manner
• High level of organizational skills, time-management expertise, and attention to detail; ability to prioritize workload and meet tight deadlines
• Ability to work independently as well as part of a team
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• Strong negotiation skills
• Proficiency in Microsoft Office Suite

Nice To Haves

• some college preferred
• OneSite or collections system experience preferred

Responsibilities

• Manage a portfolio of assigned resident accounts post move‑out
• Communicate with former residents to resolve balances, disputes, billing questions, and documentation requests
• Negotiate settlements and payment plans within established guidelines
• Resolve disputes through education, documentation review, and lease interpretation
• Coordinate recovery efforts in compliance with lease terms, Fair Debt Collection practices, and applicable state and local regulations
• Support department recovery goals while maintaining a professional, resident‑focused experience
• Receive and ensure payments are posted accurately in OneSite
• Process payments over the phone by credit card, ACH, and approved payment methods
• Reconcile daily payments and verify cash reports against collections activity
• Assist with tracking recoveries and providing payment status updates or reporting as requested
• Maintain complete and accurate account documentation, including Final Account Statements, invoices, payment records, and correspondence
• Thoroughly document all residents and third‑party communications in the collections system
• Ensure compliance with lease terms, Fair Debt Collection practices, internal Standards of Excellence, and company policies
• Adhere to PCI compliance requirements and payment handling protocols
• Complete and file surety bond claims (e.g., Jetty or other guarantor programs) accurately and timely when applicable
• Identify, document, and escalate discrepancies, compliance risks, or legal concerns appropriately
• Partner with Revenue Recovery, onsite teams, Accounting, and internal support teams to resolve account issues
• Coordinate with third‑party collection agencies for eligible accounts and support placement readiness
• Assist with account transitions to third‑party collections when applicable
• Participate in team meetings, training, and continuous improvement initiatives
• Escalate complex disputes, legal matters, or documentation gaps per established workflow

Benefits

• Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace.
• Cortland is a drug-free workplace.
• Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED