Collection Specialist

Rose Valley Management•Silver Spring, MD

About The Position

As a Rose Valley Management Collection Specialist, you must be a team player who is goal-driven, and have strong organizational, customer service, interpersonal and problem-solving skills. Your objective is to guide residents through billing inquiries and concerns in a positive and professional manner. This role involves maintaining accurate and up-to-date resident account information and providing effective resolution to billing-related issues. Additionally, provide excellent customer service to residents of the property. As the first impression of our community, it is important our Collection Specialist understands the value of providing strong customer service and how to overcome objections. This position requires the ability to communicate effectively with residents and to present a positive, professional image. We are looking for a true team player to add to our growing company.

Requirements

High school diploma or equivalent.
At least 1 year of active experience.
Strong communication skills with ability to give presentations over the phone and in person.
Positive, friendly, and ambitious attitude with excellent problem solving, listening, and deductive reasoning skills.
Ability to communicate professionally and effectively with prospects, co-workers, residents, vendors and corporate staff.
Strong passion for delivering top-notch service to help ensure the highest level of customer satisfaction and retention possible.
Dependable and punctual with flexibility to work weekends.
Proven ability to work toward and meet targets.
Solution-oriented thinker with strong problem-solving skills.

Nice To Haves

Working knowledge of Appfolio software strongly preferred.

Responsibilities

Demonstrates excellent communication skills with residents, vendors, and onsite/corporate team members via email and phone.
Utilize various skip-tracing methods to locate and contact residents who are unreachable.
Responsible for ensuring that resident account records are accurate, complete, and up to date.
Document collection efforts to maintain a clear history of contact attempts and account statuses.
Ensure all collection activities comply with county regulations, fair housing laws, and company policies.
Process resident payments accurately and efficiently.
Address and resolve resident concerns and complaints related to billing and account balances in a timely manner.
Collaborate with the Resident Services Team and General Manager as needed to resolve account issues.
Completes special projects assigned by the Community Manager.
Brings any area of concern to the Community Manager's attention.
Weekly report submission of all unpaid accounts and repayment progress to Community Manager.
Maintains knowledge and understanding of and adheres to established policies and procedures for the collection specialist position.