Manager, Resident Accounts

The RMR Group • Atlanta, GA

2d

About The Position

The Manager of Resident Accounts supports the Director or Resident Accounts and the Director of Property Accounting in overseeing all Resident Account Services operations. This individual manages a team of Resident Account Consultants (RACs), provides portfolio‑level application oversight, ensures accuracy of resident ledgers, and delivers exceptional customer service related to resident account inquiries. They are also responsible for ensuring that all resident applications comply with legal, regulatory, and internal standards. This role involves leadership, strategic planning, and management of compliance activities to ensure that applications meet all organizational and regulatory requirements. The Manager of Resident Accounts is responsible for financial accuracy, compliance with company policies, and timely execution or property‑level accounting functions. This role includes training, auditing, coaching, performance management, and hands-on support of a personal property portfolio. Ensure compliance with Fair Housing, ADA, FCRA, company policies, and all applicable laws.

Requirements

• Bachelor's degree in Business, Law, IT, or a related field.
• 4+ years of experience in compliance, with at least 3 years in a leadership role.
• Strong knowledge of regulatory requirements and industry standards for software applications.
• Experience managing a team and implementing successful compliance programs.
• Excellent analytical, organizational, and communication skills.

Nice To Haves

• Master’s degree preferred.
• Preferred knowledge of systems such as Funnel, Yardi Voyager, Yardi Screening, Safe Rent Screening, and others

Responsibilities

• Supervise 5–7 Resident Account Consultants, supporting portfolios totaling up to 15,000 units.
• Coach and develop team members; provide real‑time feedback and formal performance evaluations.
• Resolve escalated resident account issues and support RACs with guidance and problem‑solving.
• Hire, onboard, and train RACs; maintain a culture of accountability, accuracy, and service.
• Manage team workload, productivity, and adherence to turnaround standards (e.g., 24‑hour open‑ticket response)
• Provide clear explanations for approval or rejection decisions to applicants.
• Collaborate with legal ,compliance and internal stakeholders to ensure smooth application review processes and resolve any issues that may arise.
• Collaborate with the risk management team to develop ,Identify, assess, and mitigate related compliance risks by implementing appropriate frameworks and adapting the strategy as necessary to mitigate these risks.
• Assess applications based on organizational and regulatory criteria by overseeing the review of applications submitted through centralized systems ensuring the completeness and accuracy of application materials.
• Identify discrepancies in applications and take appropriate action while making informed decisions regarding the approval or rejection of applications.
• Provide clear explanations for approval or rejection decisions to applicants and communicate with applicants to request additional information when needed.
• Partner with Property Managers on delinquency, move‑in compliance, move‑outs, and resident billing issues.
• Provide accurate documentation to collections partners.
• Ensure accurate records, batch receipts, and posting of property revenue.
• Review and audit resident ledgers for accuracy in rent posting, fees, deposits, and lease charges.
• Monitor Yardi dashboards for move‑ins, move‑outs, deposit accounting, alerts, and receipt batches.
• Review lease charge reports for accuracy before posting.
• Process and/or audit final account statements and move‑out accounting.
• Review security deposit posting, move‑in fees, monthly rent, and all related resident accounting items.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• Health Savings Account (HSA) & Flexible Spending Plans (FSA)
• 401(k) Plan with Employer Match
• Holidays, Vacation & Sick Time
• Parental Leave
• Tuition Assistance
• Matching Gift Program
• Wide Array of Voluntary, Employee-Paid Benefits to choose from including Critical Illness & Accident Insurance, Identity Theft Protection & Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager