Collections and Housing Stability Specialist

The Collections and Housing Stability Specialist plays a critical role in supporting residents' long-term success and housing retention within affordable housing communities. This position is responsible for managing rent collection efforts, reducing delinquency, and facilitating proactive communication with residents regarding payment plans, resources, and eviction prevention strategies.

Working closely with property management staff, social service partners, and residents, the specialist provides compassionate yet firm support to ensure timely rental payments while identifying barriers to payment and connecting residents to appropriate assistance. 

ESSENTIAL POSITION DUTIES: 

Please note that the essential job functions listed here are not all-inclusive, rather they indicate the types of activities normally performed by this position and, therefore, may be modified and revised.

KEY RESPONSIBILITIES:

• Conduct daily outreach (calls, texts, emails) to assigned delinquent residents, ensuring each is contacted at least three times per week in coordination with the Assistant Community Manager.
• Maintain a positive, solution-focused attitude while working with residents to promote the importance of stable housing and long-term residency.
• Collaborate with nonprofit organizations to connect residents with financial literacy, budgeting, and financial planning resources.
• Perform regular (daily/weekly) in-person visits to the apartments of delinquent residents to discuss account status and confirm ongoing occupancy.
• Assist residents in accessing community resources by providing agency referrals and supporting them through the application process.
• Follow up weekly with both residents and partner agencies once assistance efforts are in progress. Document all contact with residents regarding delinquency in Yardi, ensuring detailed and timely notes are entered at every interaction.
• Post all received rent payments in Yardi on the same day they are received.
• Monitor and report on monthly collection performance, aiming to achieve 97% rent collection each month.
• Support the achievement of targeted economic occupancy rates: 90% at Hollywood and 96% at Douglasville.
• Prepare and send all required late payment notices and related correspondence in a timely manner.
• With Community Manager approval, file dispossessory actions with CSS in alignment with company policies and procedures.
• Monitor and follow up on all dispossessory filings, including communication with attorneys or CSS regarding court proceedings.
• Coordinate and monitor physical evictions when necessary, ensuring scheduling and communication is handled appropriately.
• Provide regular reporting (daily/weekly) as required by the Community Manager, Assistant Community Manager, or Regional Vice President.
• Participate in daily huddles with the Community Manager and Assistant Community Manager to review activities, challenges, and successes.
• As time allows, assist the Director of Economic Occupancy in reviewing former resident accounts to determine appropriate follow-up actions. Assists with effective cost control by operating within budgets, obtaining correct expense approvals.
• Assists with preparation of periodic inventory of building contents and property condition, and forwards listing to supervisor for review.

Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This position Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws when the Community Manager is unavailable.  

QUALIFICATIONS: (Knowledge, Skills, Abilities, Education, Training and Experience.)

The ideal candidate combines strong financial and organizational skills with a deep understanding of housing stability practices and a commitment to equitable, resident-centered solutions. Must have at least one (1) year of management experience in the property management, retail, or customer service industry. Employee should exhibit excellent customer service skills, time management and problem-solving skills. Be available for after-hours emergency response needs.

PHYSICAL REQUIREMENTS/ WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl and taste or smell. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus. 

This job description does not alter the at-will employment relationship. This job description may change or be altered by the company at any time, with or without notice.

ATTENDANCE:   

This position is a full-time role. Regular attendance is required and may include weekend hours. Work beyond 40 hours per work week may be required.