1st Party Debt Collection Specialist

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company 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 $300 billion of real estate in nearly 250 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, manages over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management, including over $35 billion of development assets. 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

The 1st Party Debt Collection Specialist role offers a competitive hourly wage and commission structure.

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 commission 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.

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.

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