Delinquency Manager

OneWall Communities•Middle River, MD

4d•Onsite

About The Position

The Delinquency Manager is responsible for overseeing rent collections and delinquency management across assigned OneWall Communities. This role plays a critical part in driving financial performance by reducing aged receivables, improving on-time payment rates, and ensuring consistent, compliant collection practices. The Delinquency Manager partners closely with onsite teams and leadership to identify risks, implement solutions, and maintain positive resident relationships while enforcing company policies. This role is accountable not only for process execution, but for measurable improvements in delinquency performance, data accuracy, and legal readiness.

Requirements

Previous experience in property management, collections, delinquency management, or a related field.
Strong knowledge of rent collection practices and Fair Housing, state, and local compliance requirements.
Excellent communication and negotiation skills with the ability to manage sensitive resident situations professionally.
Strong analytical skills with experience tracking KPIs and preparing performance reports.
5 years of property management or resident-facing customer service experience preferred.
Associate or bachelor’s degree preferred.
Experience with property management systems (RealPage preferred).
Strong organizational, documentation, and follow-up skills.
Ability to manage multiple priorities across two communities.

Nice To Haves

5 years of property management or resident-facing customer service experience
Associate or bachelor’s degree
Experience with property management systems (RealPage preferred)

Responsibilities

Manage daily rent collections and monitor delinquency trends across assigned communities, with a strong focus on reducing aged receivables and improving on-time payment performance.
Collect and process payments and conduct proactive resident outreach to resolve delinquency.
Update required reports, including the daily rent collection tracker and delinquency management tracker.
Implement and enforce rent collection policies, notices, and delinquency procedures consistently, ensuring full compliance with state and local regulations.
Handle court notices through eWrit and prepare, review, and submit required documentation.
Establish, approve, and monitor payment plans within defined company guidelines, ensuring consistency and compliance.
Exercise decision-making authority related to delinquency escalation, payment arrangements, and exception recommendations, escalating to leadership when required.
Determine delinquency follow-up efforts, including resident communications, delivery of required notices, approved payment arrangements, and support for legal filings or court appearances when necessary.
Follow the yellow, orange, and red collection process and timelines.
Attend or support eviction proceedings as needed and ensure documentation is court-ready.
Ensure all delinquency actions and resident communications align with Fair Housing standards, applicable debt collection practices, and state-specific landlord-tenant requirements.
Analyze, prepare, and present delinquency and collections reports to leadership, highlighting trends, risks, and actionable recommendations for improvement.
Make data-driven suggestions for process and performance improvement and identify additional reporting needs that support delinquency reduction.
Partner with onsite teams to provide guidance, coaching, and enforcement of collections best practices and delinquency resolution standards.
Work closely with Service Managers to ensure accurate move-out charges, damage billing, and timely posting of final charges.
Maintain strong knowledge of lease terms, termination clauses, and applicable fees.
Evaluate hardship requests and exception scenarios, providing documented recommendations to leadership while ensuring consistent application of policy.
Ensure all delinquency-related documentation and records are accurate, timely, audit-ready, and legally defensible.
Process final account statements and ensure balances, charges, and credits are accurate prior to legal or write-off action.
Enter and maintain accurate data in RealPage and related systems.
Own the accuracy and integrity of delinquency-related data, including regular audits and reconciliation of balances, legal statuses, and aged receivables.
Participate in final inspections or gather supporting documentation for additional charges.
Establish and monitor key performance indicators, including delinquency rate, aged balances (30, 60, and 90+), on-time payment performance, and overall collection effectiveness.
Create tracking mechanisms and reporting that clearly demonstrate trends and results over time.
Be accountable for month-over-month improvements in delinquency performance and reduction of bad debt exposure.
Perform other related duties as assigned that support delinquency management, compliance, and operational performance.