SSC AR Lead

AIR Communities • Denver, CO

8d • $31 - $34

About The Position

The SSC AR Lead supports centralized delinquency and legal/eviction operations across AIR Communities’ portfolio. The role serves as a subject matter expert and escalation point for delinquency questions, resident concerns, and administrative needs, while providing day-to-day operational support to onsite and central teams. The position helps ensure delinquency follow-up, legal tracking, FMO processes, and service standards are consistently met.

The role uses internal property management systems, including Entrata, to generate demands, process legal cases, manage and close FMOs, and audit or troubleshoot workflows. It maintains ownership of a designated delinquency portfolio, resolves complex resident issues, supports team training and workflow coordination, and partners with onsite teams and SSC functions to promote operational alignment and efficiency. This is a non-supervisory role that provides guidance and support to team members.

The position is based in an office environment. The stated expected base pay range is $31–$34 per hour, with compensation determined in relation to the candidate’s skills and experience.

Requirements

• High school diploma or equivalent required.
• At least 3 years of related experience, or an equivalent combination of education and experience.
• Strong knowledge of property management systems; Entrata is preferred.
• Experience with delinquency and legal follow-up, resident communication, and closing accounts.
• Excellent customer service, communication, and problem-solving skills.
• Ability to manage a personal workload and portfolio while supporting broader team needs.
• Strong attention to detail and organizational skills.
• Ability to work independently, prioritize tasks, and adapt to changing operational demands in a fast-paced environment.
• Ability to interpret and apply policies and procedures.

Nice To Haves

• Experience with Entrata property management systems.

Responsibilities

• Use computerized systems to track, gather information, audit, and troubleshoot stages of the resident payment and eviction cycle.
• Communicate with internal and external partners and current residents; assist with peer coaching and handle escalated or unresolved calls from less experienced representatives.
• Use internal systems to monitor account activity, track performance, and ensure accurate notations and follow-up throughout the delinquency lifecycle.
• Investigate and resolve discrepancies according to established policies and procedures.
• Provide guidance, coaching, and support to team members, including assistance with training, workflow coordination, and performance management.
• Support changes in legislation as communicated by counsel, communicate changes to the team, and help ensure compliance with updated processes.
• Own a designated delinquency portfolio by engaging residents, addressing delinquency concerns, and ensuring timely and accurate completion of related processes.
• Serve as an escalation point for resident matters and complex issues, ensuring timely resolution and maintaining data integrity through audits and corrections.
• Support team operations through training, coaching, workflow distribution, and daily prioritization.
• Partner with onsite teams and SSC functions to drive alignment and operational efficiency.
• Resolve complex and escalated resident delinquency issues requiring independent judgment, coordination, and problem-solving.
• Generate demands, process legal cases, manage and close FMOs, and audit and troubleshoot workflows using internal property management systems.

Benefits

• Paid time off, including vacation, sick time, and 14 holidays.
• Medical, dental, vision, and life insurance options.
• Health savings and flexible spending account plans.
• Short- and long-term disability paid by the company.
• 25% rent discount at an AIR community, subject to application and exclusions.
• 401(k) plan with up to 6% employer contribution.
• Paid parental leave of up to 16 weeks.
• Tuition assistance and up to 100% reimbursement for job-related certifications and licenses.
• 15 hours of paid community service time annually.
• Commuter benefits.
• Pet insurance.
• Consumer discounts on various products and services.
• Ongoing professional development, leadership training, and career growth opportunities.
• Bonus opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED