SSC AR Lead

AIR Communities•Denver, CO

About The Position

The SSC AR Lead supports centralized delinquency and legal/eviction operations across AIR Communities’ portfolio. This role serves as a subject matter expert and escalation point for delinquency-related questions, resident concerns, and administrative support needs, providing day-to-day operational support to onsite and central teams to help ensure delinquency follow-up, legal tracking, FMO, and service standards are consistently met. The position handles complex resident delinquency matters, uses internal property management systems such as Entrata to generate demands, process legal cases, manage and close FMOs, and audit or troubleshoot workflows. It maintains ownership of a designated delinquency portfolio, supports team training and workflow coordination, and partners with onsite teams and SSC functions to promote alignment and operational efficiency. This is a non-supervisory role that provides guidance and support to team members.

Requirements

High school diploma or equivalent.
At least 3 years of related experience, or an equivalent combination of education and experience.
Strong knowledge of property management systems.
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, the preferred property management system.

Responsibilities

Resolve complex and escalated resident delinquency-related issues using independent judgment, coordination, and problem-solving.
Use computerized systems to track, gather information, audit, troubleshoot, and monitor stages of the resident payment and eviction cycle.
Use internal systems to generate demands, process legal cases, manage and close FMOs, audit workflows, and troubleshoot issues.
Communicate with internal and external partners and current residents; assist with peer coaching and handle escalated or unresolved calls from less experienced representatives.
Monitor account activity, track performance, and ensure accurate notations and follow-up throughout the delinquency lifecycle.
Investigate and resolve discrepancies in accordance with established policies and procedures.
Provide guidance, coaching, and support to team members, including assisting with training, workflow coordination, and performance management.
Support implementation of legislative changes communicated by counsel by informing the team and ensuring compliance with process changes.
Maintain ownership of 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.

Benefits

Paid time off, including vacation and sick time, and 14 holidays.
Medical, dental, vision, and life insurance options.
HSA/FSA 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.