Job Summary:
Supports centralized delinquency and legal/eviction operations across AIR’s portfolio. Acts as a subject matter expert and point of escalation for delinquency-related questions, resident concerns, and administrative support needs. Provides day-to-day operational support to onsite and central teams to ensure delinquency follow up, legal tracking, FMO, and service standards are consistently met.
Essential Functions: Resolves complex and escalated resident delinquency-related issues requiring independent judgment, coordination, and problem-solving. Uses internal property management systems (e.g., Entrata) to generate demands, process legal cases, manage and close FMOs, audit and troubleshoot workflows. Serves as a central support resource to onsite and SSC teams by providing process guidance, responding to escalated inquiries, and supporting operational initiatives.
Key responsibilities include:
- Uses computerized system for tracking, information gathering, auditing, and/or trouble-shooting to monitor, process and/or audit stages of the resident payment and eviction cycle
- Communicates with internal and external partners, and current residents; assist with peer coaching, handle escalated and unresolved calls from less experienced representatives
- Utilizes internal systems to monitor account activity, track performance, and ensure accurate notations and follow up throughout the delinquency lifecycle. Investigates and resolves discrepancies in accordance with established policies and procedures
- Provides guidance, coaching, and support to team members, including assisting with training, workflow coordination, and performance management
- Supports changes in legislation as communicated by counsel, communicating with team and ensuring compliance against changes in process
- Maintains active ownership of a designated delinquency portfolio by engaging residents, addressing delinquency concerns, and ensuring timely, accurate completion of delinquency related processes
- Serves as escalation point for resident matters and complex issues; ensure timely resolution and maintain data integrity through audits and corrections
- Support team operations through training, coaching, workflow distribution, and daily prioritization
- Partner with onsite teams and SSC functions to drive alignment and operational efficiency
Supervisory Responsibilities: Non-supervisory; provide guidance and support to team members.
Education & Experience: High School Diploma or equivalent required. Minimum of 3 years of related experience or equivalent combination of education and experience.
Qualifications:
- Strong knowledge of property management systems (Entrata preferred)
- Proven experience with delinquency and legal follow up, resident communication, and closing accounts
- Excellent customer service, communication, and problem-solving skills
- Ability to manage a personal workload and portfolio while supporting broader team needs
- Strong attention to detail and organizational skills
- Aptitude to work independently, prioritize tasks, and adapt to changing operational demands in a fast-paced environment
- Ability to interpret and apply policies and procedures
Work Environment: Office environment
AIR offers attractive total compensation packages designed to recognize and reward performance at the individual, team and company levels. We start with a competitive base salary and add bonus opportunities and benefit choices topped off with:
- Expected base pay range of $31-34/hr. You will be provided a pay rate that is in line with your skills and experience as they relate to the requirements of the job.
- Paid time off including vacation, sick time, and 14 holidays.
- Medical, dental, vision, and life insurance options, HSA/FSA plans, short and long-term disability paid by the company.
- 25% Rent Discount at any AIR community (a rental application is required, and certain exclusions apply).
- 401(k) plan with up to 6% employer contribution.
- Paid parental leave of up to 16 weeks.
- Tuition assistance program and up to 100% reimbursement for job-related certifications and licenses.
- 15 hours of paid time annually for community service.
- Commuter benefits and pet insurance.
- Consumer discounts on various products and services.
- Opportunities for ongoing professional development, leadership training, and career growth.
What You Need to Know
Application Deadline: The initial deadline for applications is 011/03/2026. Applications submitted after this date may still be considered on a rolling basis until the position/program is filled. We encourage all interested candidates to apply as early as possible. If a final decision has not been made by the initial deadline, subsequent applications will be reviewed as they are received.
Candidates extended an offer will be required to undergo pre-employment screening that includes checking references, a four-panel drug screening that excludes marijuana testing, employment verification & criminal background check.
AIR values diversity and provides equal employment opportunities to all employees and applicants for employment. AIR prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.