1st Party Debt Collection Specialist

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

This role is primarily responsible for collecting outstanding balances from residents, collaborating directly with Community Managers and their teams to ensure all documentation is accurate and complete, and ensuring compliance with all applicable laws and departmental policies/guidelines. Additionally, this role is tasked with achieving established daily, weekly, or monthly targets and actively working to resolve disputed accounts.

The monthly bonus structure provides significant earning potential based on performance. Successful Collection Specialists can earn substantial additional income by meeting or exceeding recovery percentage goals and budget quotas. This performance-based pay rewards those who excel in their role, offering a motivating incentive to maximize collections and resolve disputes efficiently.

***The standard work schedule for this role is Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time.

JOB DESCRIPTION

• Outbound Collections Calls: Make 50-100 outbound calls daily to a portfolio of former residents with outstanding balances. Collect payments while meeting established budget quotas and recovery percentage goals in a fast-paced environment.
• Client Inquiries: Promptly respond to client inquiries, prioritizing urgency and ensuring accurate documentation of actions taken for efficient follow-up and resolution.
• Charge Validation: Review and validate disputed charges on portfolio accounts, conducting thorough research to resolve inconsistencies and ensure accurate financial records.
• Data Accuracy: Maintain the accuracy of resident personal and confidential information (e.g., names, addresses, DOB, social security numbers). Ensure compliance with contract terms, company policies, and applicable state/federal laws.
• Dispute Resolution: Address and resolve charge disputes from former residents, working efficiently to rectify issues and maintain positive client relationships.
• Documentation: Prepare accurate documents, letters, and other communications for internal and external distribution. Ensure all materials are error-free and comply with statutory notice periods and document retention policies.
• Internal Coordination: Collaborate with internal departments, teams, and communities to ensure smooth operations and effective resolution of issues.
• Project Completion: Complete projects, tasks, assignments, and other work unique to the department. Follow departmental policies and procedures, and meet standards, metrics, and other benchmarks used within the department for evaluating performance and results.
• Reporting: Maintain accurate and timely reports on former resident accounts, ensuring alignment with departmental goals and objectives.

BASIC KNOWLEDGE & QUALIFICATIONS:

• 1 year minimum of experience in first-party debt collections, preferably within the property management industry, or a background in third-party debt collections, ideally in property management.
• Experience in call center environments, demonstrating strong communication and problem-solving skills.
• Familiarity with remote work settings, with a track record of success in work-from-home environments and demonstrated reliability and productivity.

SPECIALIZED SKILLS:

• Proficiency in word processing, spreadsheet, property management (Yardi or One Site), and database management programs in order to maintain files and complete required reports.
• Ability to handle confidential and/or highly sensitive information within established guidelines or regulations applying to appropriate level of diplomacy, tact, discretion, and privacy.

The hourly range for this position is $17.00 - $18.00 + monthly incentive.

Additional Compensation:

Many factors go into determining employee pay within the posted range including business requirements, prior experience, current skills and geographical location.

• Corporate Positions: In addition to the base salary, this role may be eligible to participate in a quarterly or annual bonus program based on individual and company performance.
• Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs.

Robust Benefits Offered*:

• Competitive Medical, Dental, Vision, and Disability & Life insurance benefits. Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
• Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure.
• For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
• 6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
• 401(k) with Company Match up to 6% of pay after 6 months of service.
• Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
• Employee Assistance Program.
• Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
• Charitable giving program and benefits.

*Benefits offered for full-time employees. For Union and Prevailing Wage roles, compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

Greystar will consider for employment qualified applicants with arrest and conviction records.

Greystar is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable law.

This position may be performed remotely anywhere within the United States except the state of Alaska.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to [email protected].

ANTICIPATED CLOSING DATE

This date may be subject to change due to evolving business needs.