Manager, Centralized Resident Account Services

RedPeak•Quinte West, ON

1d•$75,000 - $95,000•Hybrid

About The Position

The Manager of Centralized Resident Account Services is responsible for leading and overseeing centralized operations of resident accounts across multiple communities as well as all resident collection functions for the entire company portfolio. This role ensures timely and accurate management of delinquency processes, demand letters, month end processes, move-out accounting, collections, and any related operational needs. The ideal candidate is a strategic leader with strong organizational skills, a continuous improvement mindset, and experience implementing new systems and standardized processes across multiple properties. This individual will collaborate closely with Onsite Teams, Property Managers, Accounting team, and Regional Manager to improve efficiency, enhance the resident experience, and maximize revenue recovery.

Requirements

3+ years of experience in property management, property accounting, or multifamily operations.
Proven multifamily leadership background, including coaching and developing property management teams.
Strong knowledge of delinquency management, move-out accounting, collections, and resident account reconciliation.
Experience implementing and managing new systems, software rollouts, or process improvement initiatives.
Strong analytical, problem-solving, and decision-making abilities.
Excellent communication and interpersonal skills with the ability to influence and collaborate across departments.
Demonstrates exceptional communication skills to navigate escalated conversations, applying strong conflict resolution and deescalation techniques to guide interactions towards a positive outcome.
High degree of flexibility and tolerance for change.
Proficiency with property management software email, and phone skills.
Ability to handle a high volume of phone calls as the initial function of the role, with additional responsibilities this may shift and expand as the role evolves over time.
Ability to work for extended periods in both office and active work environments, including prolonged computer use and standing.
Ability to travel to assigned properties, if applicable.
Reliable transportation and valid driver’s license.
Other duties as assigned.

Responsibilities

Manage end-to-end collection communications as the primary contact for onsite teams and third-party vendor partnerships.
Collaborate cross-departmentally to develop long-term strategies supporting organizational growth and maximize revenue recovery.
Actively communicate with regional and onsite teams to resolve resident account issues.
Build standardized workflows and ensure consistent execution across all assigned properties.
Oversee all delinquency management activities, ensuring timely follow-up and adherence to company policies for assigned communities.
Manage demand letter processing and ensure compliance with applicable state and local regulations. Coordinate with onsite teams to execute and deliver demands effectively.
Communicate with teams to update resident account changes as they occur. Coordinate with legal counsel when required and assist with the eviction of tenants in compliance with court order and directions from legal counsel.
Monthly management of month end processes for all assigned communities including monthly posting of rent and utility charges.
Oversee move-out accounting, including final account reconciliations, security deposit processing, and resident balance determinations for assigned communities.
Manage and execute collections efforts, including payment arrangements, agency placements, and bad debt recovery strategies.
Lead process improvement initiatives designed to increase revenue, reduce errors, and improve financial outcomes.
Analyze operational data and key performance indicators to identify opportunities for improvement.
Identify trends in delinquency and collections and develop proactive strategies to reduce outstanding receivables.
Lead the implementation, rollout, and adoption of new systems as it pertains to the role.
Develop implementation plans, timelines, and training materials to ensure successful system launches and adoption.
Partner with cross-functional teams to optimize system functionality and streamline workflows.
Serve as the subject matter expert for centralized resident accounting processes and system enhancements.