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.

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…