Collections Specialist

Description

Job Overview:

A Collections Specialist is responsible for managing and resolving delinquent accounts across a portfolio of residential or association properties. This role focuses on the collection of outstanding balances, negotiate payment arrangements, and ensure compliance with established collection policies. The specialist collaborates closely with property managers, legal teams, and homeowners' associations to address account issues, escalate cases when necessary, and support legal proceedings related to foreclosures or bankruptcies.

Strong analytical skills are essential for reconciling accounts, resolving discrepancies, and maintaining accurate documentation, while delivering professional customer service that balances firm collections practices with relationship management.

Your Responsibilities:

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty.

Account & Portfolio Management

* Manage an assigned portfolio of homeowner accounts, including daily communications, account adjustments, reconciliations, and timely follow-up.

* Maintain consistent collection efforts to reduce delinquency and improve overall cash collections.

* Resolve outstanding balances and address account inquiries in a timely and professional manner.

* Monitor aging accounts and ensure adherence to established collection policies, escalating delinquent accounts to legal counsel when necessary (bankruptcies, foreclosures, and legal collections).

Payment Arrangements & Negotiations

* Negotiate payment plans and settlement arrangements with homeowners in compliance with association governing documents and company guidelines.

* Balance firm collection practices with practical, relationship-focused financial solutions.

* Collaborate with leadership on complex or high-value accounts requiring additional guidance.

Account Research & Reconciliation

* Investigate and resolve account discrepancies, including misapplied payments, chargebacks, and billing errors, to support accurate account reconciliation.

* Conduct detailed account analysis to identify root causes of delinquency and recommend corrective actions or loss mitigation strategies.

* Partner with association managers and boards to ensure alignment on account status, collection strategies, and policy enforcement.

Documentation & Communication

* Document all collection activity and customer interactions accurately within internal systems to maintain audit-ready records and ensure continuity.

* Respond promptly to homeowner and third-party inquiries, maintaining professionalism while driving resolution of outstanding issues.

* Collaborate with legal teams by gathering and preparing documentation for court proceedings and collection actions.

Additional Duties:

* Practices and adheres to First Service Residential Global Service Standards.

* Always conducts business with the highest standards of personal, professional and ethical conduct.

* Performs or assists with any operations required to maintain workflow and to meet schedules.

* May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.

* Follows all policies and Standard Operating Procedures as instructed by Management.

* Performs any range of special projects, tasks and other related duties as assigned.

Skills &

Qualifications:

* Bachelor's Degree, or applicable experience

* Accounting and/or collections experience strongly preferred

* MS Office Skills

* Strong verbal and written communication skills.

* Demonstrates thoughtful leadership in creating efficiencies and process improvements.

* Detail oriented and strong organizational skills and multi-tasking skills.

* Project management experience with focus on process improvement

* Must have strong proficiency in Windows and Microsoft Office, including but not limited to word processing, spreadsheet maintenance,…