Supervisor, Resident Services - Move Outs

Evergreen Residential•Charlotte, NC

4d•Onsite

About The Position

Evergreen Residential is a high growth Real Estate Company and institutional investment platform in the single-family residential ('SFR') and build-to-rent (“BTR”) sectors. We are committed to changing the way investors own and manage SFR homes, and to building a modern way to deliver the data, tools and services that enable our clients to invest in the world’s largest asset class at scale. Our team is collaborative, open-minded and curious. Transparency is a core value, we speak our minds, are responsible for our actions and celebrate our wins. We are serious about our business, but we don't take ourselves too seriously. We offer a flexible, empowering culture, competitive compensation and benefits, and the opportunity to work with and learn from industry pioneers and experts. If you are self-motivated and mission driven with a ‘can do’ mindset and see solutions where others may see problems, come and grow with us! With a rapidly scaling property portfolio we are seeking to add an experienced Property management professional to our team to supervise the Move-outs team & process. In this highly visible and dynamic position, you will be responsible for the day-to-day execution of move-out operations and post-move-out collections, leading a team of specialists to ensure accurate statements, timely recoveries, and compliance with legal and company requirements. The role emphasizes a resident-first approach, operational efficiency, and continuous process improvement while providing frontline leadership, reporting, and cross-functional collaboration. This is an office-based position based in Charlotte, NC.

Requirements

3+ years of experience in resident services, collections, or property management accounting, with 1+ year in a supervisory or team lead capacity
Experience in single-family rentals is strongly preferred; multifamily experience considered
Strong knowledge of FDCPA, Fair Housing laws, lease compliance, and state/local move-out accounting regulations
Strong leadership and team coordination capabilities
Proficiency in property management software (Yardi, RealPage, AppFolio, etc.) and the Microsoft Office Suite
Proven conflict resolution and organizational skills
Strong attention to detail and financial accuracy
Ability to manage sensitive resident interactions with professionalism and empathy
Excellent communication skills, both verbal and written
Results-oriented, with a focus on improving recovery rates and reducing disputes
Process-driven and highly organized – can effectively manage multiple priorities in a fast-paced environment
Analytical thinking and problem-solving skills - able to think outside the box
Able to effectively manage large volumes of transactional data
Adaptability in a highly dynamic working environment, demonstrating a strong work ethic.

Responsibilities

Supervise & guide Resident Specialists in all aspects of the Move-out process.
Assign, prioritize, and monitor workloads to ensure timely completion of move-out statements and final account resolution.
Provide ongoing coaching, training, and performance feedback to team members.
Review and confirm preparation and delivery of accurate and timely move-out statements in compliance with state/local laws.
Ensure proper application of security deposits, damages, cleaning, and other lease-related charges.
Collaborate with Property Management to confirm move-out inspections and supporting documentation.
Maintain quality control by auditing statements for accuracy and consistency.
Manage day-to-day collection efforts on final account balances, including payment reminders, repayment plans, and escalations.
Ensure compliance with Fair Debt Collection Practices Act (FDCPA), Fair Housing laws, and applicable rental regulations.
Prepare and escalate disputed or delinquent accounts for Legal review, including documentation required for third-party collections or legal action.
Monitor recovery rates and recommend strategies to minimize bad debt.
Provide clear, transparent, and professional communication to residents on final account charges.
Address resident inquiries and disputes related to move-out statements or collections with empathy and professionalism.
Champion a resident-first approach while ensuring company policies and lease obligations are upheld.
Maintain accurate records of all move-out account activity, disputes, and collection efforts within property management systems.
Apply and maintain standardized processes for move-out accounting and collections across the portfolio, recommending improvements where gaps are identified.
Compile regular reporting on recovery rates, outstanding balances, disputes, and performance metrics for management review.
Coordinate cross-functionally with Leasing, Property Management, and Accounting to ensure alignment and efficiency.
Other Duties as assigned by leadership.