Rent Recovery Manager

A Brief Overview

The Rent Recovery Manager is responsible for leading and optimizing the rent recovery function by overseeing a team of Rent Recovery Specialists while also directly managing a portfolio of delinquent accounts. This is a working manager role that requires a balance of team leadership, strategic oversight, and hands-on collections activity. The Rent Recovery Manager ensures the timely collection of delinquent balances from former residents, drives team performance, and executes in-house collection procedures before engaging third-party vendors.

In addition to individual account responsibilities, this role provides critical reporting and insights to leadership, including delinquency trends, late fee performance, and overall financial recovery metrics.

• Supervises, coaches, and develops Rent Recovery Specialists to ensure strong individual and team performance and a results-driven, accountable team environment.
• Monitors daily workflow, call activity, and team portfolio management to ensure productivity standards, timely follow-up, and recovery goals are consistently met.
• Provides training, performance feedback, and ongoing coaching to improve collection effectiveness and professional development.
• Owns team quality assurance and monitoring of collection activity to ensure effectiveness, documentation quality, and compliance with company standards and applicable regulations.
• Balances direct account ownership with team leadership responsibilities in alignment with assigned portfolio scope, staffing model, and business needs.
• Maintains and actively manages an assigned portfolio of past resident accounts aged 1+ to 90 days from move-out, including daily outbound collection calls and account follow-up.
• Negotiates payment arrangements, settlements, and resolution strategies within company guidelines to maximize recovery and support timely account resolution.
• Serves as an escalation point for complex or high-risk accounts and resolves sensitive resident matters with discretion and professionalism.
• Ensures timely progression of accounts toward resolution, including write-off and third-party collection placement when appropriate.
• Operates within established approval authority for settlements, discounts, write-offs, and third-party placement, escalating exceptions as required.
• Ensures consistent application of company policies related to payment plans, settlements, write-offs, vendor placement, internal controls, and applicable collection regulations.
• Analyzes portfolio and team performance, identifies trends, risks, and opportunities, and adjusts collection strategies to improve recovery rates and reduce aged receivables.
• Prepares, analyzes, and delivers accurate and timely reporting to leadership, including delinquency, late fees, collections performance, recovery rates, write-offs, settlements, team metrics, and ad hoc reporting.
• Maintains accurate, detailed, compliant, and audit-ready documentation of all account activity within the collections software and property management system.
• Collaborates with Revenue Management, Operations leadership, Site Teams, property teams, and Accounting to support revenue recovery initiatives, account resolution, reconciliations, and financial accuracy.
• Identifies opportunities to improve collection processes, tools, workflows, system utilization, and reporting efficiencies.
• Represents the company in a professional and courteous manner at all times.

• High School Diploma or GED required.
• Education in a field related to Property Management preferred.

• 1-3 years of leadership, coaching, or supervisory experience in collections, customer service, revenue recovery, or property management required.
• 1-3 years…