Collections & Customer Service Specialist

Responsibilities

• Conduct outbound collections calls to tenants with outstanding balances while maintaining a professional and empathetic approach.
• Handle inbound calls and serve as a liaison between tenants and the property management team.
• Read and interpret tenant ledgers to accurately communicate balances and payment histories.
• De-escalate tenant concerns related to maintenance or property issues that arise during collections conversations.
• Document all interactions and update tenant records in the property management system.
• Process and review sale and lease applications prior to submission to the board.
• Manage a high daily volume of 40–60 calls and emails while maintaining quality and professionalism.
• Organize meeting schedules and set reminders for the President and Assistant Manager.
• Coordinate with accounting and property management teams to resolve tenant account and payment-related issues.

Requirements

• Direct experience in collections within a property management environment is REQUIRED.
• Fluent in both English and Spanish, written and spoken — REQUIRED.
• Strong understanding of tenant collections, tenant ledgers, payment histories, and property management operations.
• Previous experience handling high-volume inbound and outbound calls.
• Strong customer service skills with the ability to remain professional, patient, and empathetic when dealing with difficult or escalated situations.
• Excellent written and verbal communication skills in both English and Spanish.
• Highly organized with strong multitasking and time-management skills.
• Proficient in Dropbox, Outlook, Excel, and Microsoft Word.
• Computer literate and comfortable learning and working within property management systems.
• Able to work independently and manage competing priorities with minimal supervision.

Scope

• Serve as the primary point of contact for tenant collections and related inquiries.
• Bridge communication between accounting and property management.
• Support sale and lease application processing and administrative coordination.
• Manage high-volume tenant communication while maintaining accurate records and professional service.
• Grow into a full-time position as the company's portfolio and workload expand.