Collections Specialist

This is an office-based position in Charlotte, NC, and requires in-office attendance five days a week, Monday through Friday.

The Role:  This position includes, but is not limited to, the following responsibilities:

• Manage the Payment Experience
• Work with both internal and external customers to resolve resident payment issues
• Effectively work with Accounting to ensure resident balances are accurate, and that any necessary adjustments are made and communicated to all in a timely manner
• Communicate effectively and consistently with all Residents until account resolution
• Review all new move in balances to ensure accurate ledger charges and payments .
• Inform all residents of Evergreen’s payment policies, procedures, and their contract obligations
• Treat all internal and external customers in a fair and consistent manner, and in accordance with Fair Housing requirements
• Review all ledgers, notices, leases etc. for accuracy prior to distribution

Manage Notice to Pay or Quit Process in a thorough, consistent, and timely

• Manage Notice to Pay or Quit Process in a thorough, consistent, and timely manner each month
• Prepare eviction files on notices of non-compliance when needed
• Demonstrate knowledge of local and federal laws regarding notices, evictions, lockouts, etc.
• Communicate with residents daily/weekly during the eviction process, educating them on their options, fees, and the process expectations
• Collaborate with appropriate field team when needed to schedule Occupancy Checks
• Follow up with legal on eviction progress until resolution
• Effectively communicate any scheduled lockouts, skips, court dates, or return of possession dates/details to all appropriate team members
• Request Health and Safety Inspections when necessary to confirm condition of property when habitability questions arise during eviction/collections process
• Ensure all residents are moved out of appropriate systems in a timely manner, and manage all necessary dashboard information/alerts
• Manage the Squatter Eviction process to ensure the eviction of all unauthorized occupants are managed appropriately and in accordance with the law

Communication & Culture

• Be polite, professional, and courteous in all interactions with both internal and external customers and respond to all correspondence with urgency
• Troubleshoot customer inquiries and work towards one-step resolution
• Contact all Residents and try to resolve the payment situation by offering solutions and displaying high level customer service
• Be a collaborative, cooperative team member, assisting when needed with team projects and processes

Qualifications and Experience

• High school diploma or GED required
• 1+ year of Property Management experience is highly preferable, specifically in residential single-family management with experience managing collections &/or evictions
• Excellent Customer Service Skills required, strives to consistently meet and exceed service standards
• Must be able to deal with situations and issues proactively and persistently
• Excellent verbal and written communication skills required
• Possess basic accounting and math skills, and proficiency with the Microsoft Office suite including Word, Outlook and Excel
• Extremely organized with impeccable detail orientation
• Good time-management, able to consistently meet goals and deadlines without sacrificing quality
• Ability to work effectively under pressure and operate in a fast-paced work environment
• We seek applicants who are proactive, self-directed, and highly motivated.

Additional Information. The role will require:

• Regular typing, talking, hearing, seeing, reaching, and repetitive motion
• Routine use of standard office equipment and computers
• That all duties are performed in a professional and safe manner
• Standard workdays are Monday through with occasional evening and weekend overtime hours