Manager - Collections

We are seeking to add an experienced Property management professional to our team to manage the collections team & process. In this highly visible and dynamic position, you will be responsible for leading the collections function, overseeing team performance, compliance, and day-to-day rent recovery activities. The role balances firm collection practices with empathy, ensuring compliance with FDCPA and housing regulations, while driving strategies to reduce delinquency, improve recovery, and deliver a respectful resident experience.

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:

• Team Leadership & Oversight
  • Recruit, train, and manage Collections Specialists to achieve collection targets.
  • Provide coaching, performance management, and ongoing training to strengthen team effectiveness.
  • Develop and monitor team schedules to ensure consistent coverage and timely follow-up.
    
    
• Collections Operations
  • Oversee day-to-day rent collection activities, including payment reminders, delinquency notices, repayment plans, and escalations.
  • Ensure compliance with Fair Debt Collection Practices Act (FDCPA), Fair Housing laws, and all state/local regulations.
  • Partner with Property Management and Customer Service teams to resolve resident billing concerns and disputes.
  • Maintain accurate and detailed records of all resident interactions, payment arrangements, and collection activities.
    
    
• Resident Experience & Compliance
  • Balance firm collection practices with a respectful, empathetic approach to residents.
  • Ensure all collection communications are professional, timely, and legally compliant.
  • Provide guidance on financial hardship requests, repayment options, and payment assistance resources where applicable.

• Reporting & Analysis
  • Monitor portfolio delinquency, bad debt, and recovery metrics; develop strategies to reduce delinquency rates.
  • Prepare and deliver regular reports to leadership on collection performance, trends, and risks.
  • Analyze resident payment behavior and recommend policy or process adjustments to improve results.
    
    
• Other Duties as assigned by leadership.

Qualifications and Experience

• Bachelor’s degree in business, accounting, or a related field (preferred)
• 5+ years of collections or accounts receivable experience, with 2+ years in a supervisory role
• 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 management capabilities
• Proficiency in property management software (Yardi, RealPage, AppFolio, etc.), collection tools, and the Microsoft Office Suite
• Proven conflict resolution and organizational skills, with good negotiation skills
  
  
• Key Competencies
• Detail-oriented and highly organized.
• Ability to manage sensitive resident interactions with professionalism and empathy
• Excellent communication skills, both verbal and written
• Results-driven with a focus on reducing delinquency and improving recovery.
• Process oriented 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
• Adaptability in a highly dynamic working environment, demonstrating a strong work ethic.
• Able to efficiently manage large volumes of transactional data