Collections Specialist - Multifamily Affordable Housing

Pivotal Housing Partners•Douglasville, GA

1d•Onsite

About The Position

The Collections Specialist is responsible for driving rent collection performance and reducing delinquency at Reserve at Douglasville, a 286-unit multifamily affordable housing community in Douglasville, Georgia. The role takes a proactive, consistent, results-driven approach to collecting outstanding balances by communicating with residents, securing and monitoring payment commitments, and following up until balances are resolved or appropriately escalated. Working closely with the Property Manager and property management team, the Collections Specialist reviews delinquency, maintains accurate account documentation, issues required notices, and coordinates collection and legal activity. The position also supports economic occupancy and property performance, with stated goals of 100% rent collection and 97% economic occupancy. Success requires persistence, urgency, attention to detail, and strong communication and negotiation skills, while balancing customer service with accountability for payment obligations.

Requirements

At least 1 year of collections experience.
Demonstrated ability to collect past-due balances and manage a high volume of delinquent accounts.
Strong communication and negotiation skills, including the ability to have firm, professional conversations about money and past-due obligations.
A results-oriented mindset, strong sense of urgency, and personal accountability.
Ability to remain persistent and professional during difficult or sensitive collection conversations.
Strong financial, analytical, and organizational skills.
Ability to read and understand resident ledgers, balances, aging reports, and payment histories.
Strong documentation and follow-up skills.
Excellent time management and ability to prioritize accounts by urgency and financial impact.
Strong customer service skills while maintaining clear expectations and accountability.
Availability to work at least two Saturdays per month.

Nice To Haves

Property management, multifamily, or affordable housing collections experience is strongly preferred.
Affordable housing experience, including LIHTC, Section 8, HUD, or similar programs, is a plus.
Prior Yardi experience is preferred.

Responsibilities

Take primary ownership of delinquent resident accounts and drive collection activity from initial delinquency through resolution.
Conduct daily collection outreach by phone, text, email, and in-person contact with residents who have outstanding balances.
Contact delinquent residents at least three times per week and follow up consistently until payment is received or the account advances to the next collection step.
Review delinquency and aging reports daily and prioritize accounts by balance, age, payment history, and collection status.
Communicate outstanding balances, due dates, late fees, payment expectations, and consequences of continued nonpayment.
Secure payment commitments and monitor residents’ adherence to payment arrangements.
Follow up immediately on missed payment commitments and determine the next appropriate collection action.
Visit delinquent residents in person to discuss account status, request payment, and confirm ongoing occupancy.
Document collection activity and resident communication accurately and promptly in Yardi.
Post rent payments in Yardi on the same day they are received.
Prepare and send required late notices, demand letters, and other collection correspondence within established timelines.
Monitor monthly collection performance with a goal of achieving 100% rent collection and support the property’s targeted 97% economic occupancy.
Track collection activity and provide daily and weekly reports on delinquency, payments, payment commitments, outstanding balances, and accounts requiring escalation.
Participate in daily huddles and report collection results, high-risk accounts, and planned collection activity.
Escalate unresolved delinquency to the Property Manager in accordance with company policies and timelines.
With Property Manager approval, initiate dispossessory actions through CSS in accordance with company policies and procedures.
Monitor dispossessory filings and complete required follow-up promptly.
Coordinate and monitor physical evictions when necessary, including scheduling, documentation, and communication.
Identify residents who may qualify for rental assistance or other financial resources and provide applicable referral information while continuing to manage the outstanding balance.
Partner with the Property Manager to identify collection trends, barriers, and opportunities to improve collection performance.
When time allows, review former resident accounts and assist in determining appropriate collection or follow-up actions.
Perform other collection and property-related duties as assigned.

Benefits

Eligibility for semi-annual merit increases in January and July.
401(k) retirement plan with company match.
Flexible spending account (FSA).
Dental coverage.
Vision coverage.
Life coverage.
Accident coverage.
Short- and long-term disability coverage.
Employee Assistance Program (EAP) for emotional wellbeing and mental health support for employees and eligible dependents.
Company-paid holidays.
Paid Time Off accruing weekly, equivalent to up to 16 days in the first year.
Professional development assistance.
Tuition reimbursement.
Pay is issued every Friday.