We are seeking an experienced Senior Collections Specialist who thrives in a fast-paced environment and is passionate about resolving resident payment matters while supporting operational continuity across the collections department. In this role you will assist with resident account management, payment resolution, eviction administration, as well as departmental operational coverage when needed. This role requires strong knowledge of collections processes, excellent communication skills, and the ability to support specialized operational functions to ensure consistency across the team.  While not a supervisory position, the Senior Collections Specialist is expected to be a knowledgeable resource for other team members, and may assist with operational coordination, escalated inquiries, and specialized collections processes.

This position is office-based in Charlotte, North Carolina and requires in-office attendance Monday through Friday.

Role Responsibilities: Responsibilities include, but are not limited to, the following:

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
• Inform all residents of Evergreen’s payment policies, procedures, and their contract obligations
• Review all ledgers, notices, leases etc. for accuracy prior to distribution

Communication & Culture

• Maintain professional, respectful, and courteous communication with both internal and external customers
• Respond to all correspondence with urgency and professionalism
• Treat all residents and internal partners fairly and consistently in accordance with applicable laws and regulations
• Demonstrate a collaborative, team-oriented approach by assisting with departmental initiatives and operational needs when required

Additional Responsibilities

• Assist with specialized processes to ensure operational continuity when needed. These processes may include, but are not limited to:
• Esusu reporting and processing
• Tenant chargebacks
• Ledger adjustments
• Rental assistance processing
• Mail-in payment handling

Qualifications and Experience:

• High School graduate.
• Previous experience in either the single family or multi-family rental industry.
• 2+ years of property management collections or delinquency management experience required
• Committed to providing outstanding customer and resident experience, possess advanced customer service and conflict resolution skills.
• Ability to handle confidential information in a professional manner.
• Interact productively in person and through technology with co-workers and team members.
• Excellent oral and written communication skills.
• Computer literacy, ability to comfortably navigate new technology and proficiency with the Microsoft Office suite including Outlook, Work and Excel is required.
• Detail oriented and able to effectively manage multiple projects simultaneously in a fast-paced work environment.
• Strong organizational and time-management skills, able to consistently meet goals and deadlines without sacrificing quality.
• 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 Friday with occasional evening and weekend overtime hours as agreed.