Resident Collections Specialist

Cresten Property Management; Sioux Falls (SD); On-site; USD 22,000 - 33,000; Full time

Job summary

Cresten Property Management is seeking a Collections Agent to manage resident account delinquencies across the portfolio. This role partners with property management, accounting, and leadership to reduce balances, improve collection rates, and ensure timely follow-up on past-due accounts.

The position also assists with administrative support and leasing activities. The role emphasizes proactive delinquency management, accurate record-keeping, and compliance with lease terms and governing laws.

Responsibilities

• Monitor resident ledgers and identify delinquent accounts across the multifamily portfolio
• Contact residents with past-due balances by phone, email, text, and other approved communication methods
• Maintain consistent follow-up until balances are resolved or the account progresses to the next stage of the collection process
• Work with residents to understand the circumstances surrounding delinquency and identify appropriate options for resolving outstanding balances
• Establish and monitor approved payment arrangements
• Follow up immediately on missed or broken payment arrangements
• Document all collection activity, resident communication, promises to pay, and account updates in the property management system
• Maintain professional, firm, and respectful communication throughout the collection process
• Review delinquency reports regularly and prioritize accounts based on balance, age, resident status, and required action
• Work proactively to address delinquency before balances become unmanageable
• Track collection activity and provide regular reporting on outstanding balances, payment arrangements, collection progress, and trends
• Identify recurring delinquency issues and escalation concerns to property management leadership when appropriate
• Assist property teams with complex resident account or collection situations
• Coordinate with property management teams to ensure required notices are issued accurately and within established timelines
• Track accounts progressing through notice, eviction, and legal collection processes
• Coordinate documentation needed for eviction filings or other legal action
• Work with attorneys, collection agencies, and other third-party partners as necessary
• Maintain accurate records supporting collection and legal activity
• Ensure collection practices comply with company policies, lease requirements, and applicable federal, state, and local laws
• Review former resident accounts for outstanding balances following move-out
• Confirm final account balances and supporting documentation are complete before accounts are referred for outside collection
• Coordinate placement of eligible accounts with the company’s third-party collection agency
• Monitor collection agency activity, payments, settlements, and account status
• Assist with reconciliation of payments received on previously written-off or collection accounts
• Maintain appropriate documentation regarding bad debt and collection activity
• Partner closely with Property Managers, Area Directors, Accounting, and leadership to maintain a consistent collection process across all properties
• Communicate account status and recommended next steps to property teams
• Provide residents with clear information regarding balances, payment expectations, and available resolution options
• Balance the need to collect amounts owed with the company’s commitment to providing a professional resident experience
• Maintain confidentiality of resident financial and personal information
• Participate in special projects as needed
• Assist with coverage at properties when necessary
• Always maintain professionalism and confidentiality
• Perform other duties as assigned

Job description

Cresten Property Management is seeking a Collections Agent to manage resident account delinquencies across the portfolio. This role partners with property management, accounting, and leadership to reduce balances, improve collection rates, and ensure timely follow-up on past-due accounts.

The position also assists with administrative support and leasing activities. The role emphasizes proactive delinquency management, accurate record-keeping, and compliance with lease terms and governing laws.