Delinquency Agent

The Central Delinquency Agent owns the delinquency workflow for an assigned portion of the Omninet Property Management portfolio (approximately 3,000 units), from the first missed payment through final resolution. Using Yardi aging reports and EliseAI-driven payment reminders and resident communications, this role drives timely, consistent outreach, resolves accounts through payment plans wherever possible, and manages the hand-off to collections or eviction counsel when needed.

This is a high-volume, detail-driven role that requires balancing firm follow-through on company delinquency standards with professional, de-escalating communication with residents navigating a difficult financial situation.

• Review delinquent accounts daily across all assigned communities using Yardi aging reports; prioritize outreach by balance owed and days delinquent.
• Contact delinquent residents by phone, email, and text — supplementing EliseAI-driven payment reminders — within required contact timelines.
• Document every contact attempt, resident response, and commitment to pay accurately and promptly in Yardi.
• Treat every account with consistency and urgency regardless of property or balance size.

• Evaluate resident requests for payment plans against company policy and set up approved plans in Yardi.
• Track payment plan adherence and follow up immediately on missed installments.
• Resolve accounts wherever possible before they reach collections or eviction referral thresholds.

• Issue required notices (including pay-or-quit notices) in accordance with company policy and applicable state and local law.
• Escalate accounts that meet collections or eviction referral criteria to the Director of Centralization, third-party collections agency, or eviction counsel, with complete and accurate documentation.
• Track the status of referred accounts through resolution and keep property managers informed of move-out or eviction timelines.
• Coordinate with property managers and regional managers on unit turn and move-out logistics tied to delinquency resolution.

• Maintain accurate, current delinquency logs and contribute data to portfolio-wide aging, recovery, and eviction-pipeline reporting.
• Track personal and portfolio performance against delinquency and recovery targets; flag trends or problem accounts to the Director of Centralization.
• Maintain daily contact and activity levels well above required minimums.

• Ensure every communication and collections action complies with Fair Housing, FDCPA, and applicable state and local landlord-tenant law.
• Maintain a professional, de-escalating tone with residents at all times, including in difficult or emotionally charged conversations.
• Perform other duties as assigned by the Director of Centralization.

• Experience in collections, accounts receivable, leasing, or another customer-facing role, preferably in multifamily housing.
• At least one year of experience in collections, delinquency management, or a comparable role (preferred).
• Proficiency with Yardi (including collections workflows) and EliseAI, or comparable platforms (strongly preferred).
• Strong phone presence, written communication, and negotiation skills, including the ability to de-escalate difficult conversations.
• High attention to detail and the ability to manage a high volume of accounts with urgency and accuracy.
• Working knowledge of Fair Housing, FDCPA, and landlord-tenant regulations, or willingness to be trained to proficiency.
• Comfort working independently in a remote or centralized role.

• Experience coordinating with third-party collections agencies or eviction counsel.
• Exp…