Collections Specialist - Multifamily Affordable Housing

Key things that you want to know about this role:
Job Level: 1+ years experience will set you up for success in this role
Job Location: This important role supports our Reserve at Hollywood (288 units) located in Atlanta, GA
Position Type: Full-time
Pay Range: Starting at $24+ / HOUR – Pay depends on experience level -- we believe in a culture of transparency

About Us: Pivotal, ranked in the Top 50 Affordable Housing Developers in 2017-2024, is an industry leader revolutionizing the housing market – one community at a time. An integrated real estate company specializing in the development and operations of multi-family housing, Pivotal strives to provide exceptional service to enhance the lives of our residents.

We are able to provide high quality properties and customer service because of the commitment to excellence by all of outstanding team members. If you hold yourself to a high set of standards, embrace a positive service-minded demeanor, enjoy working through shifting priorities, and want to join a fulfilling environment with growth opportunity, Pivotal has an outstanding position for you.

POSITION SUMMARY
The Collections Specialist is responsible for driving rent collection performance and reducing delinquency within Reserve at Hollywood. This position takes a proactive, consistent, and results-driven approach to collections by maintaining frequent contact with residents regarding outstanding balances, securing payment commitments, monitoring payment arrangements, and ensuring timely follow-up until balances are resolved.
Working closely with the Property Manager and property management team, the Collections Specialist monitors delinquency, maintains accurate account documentation, issues required notices, coordinates collection and legal activity, and identifies opportunities to improve economic occupancy and overall property performance.
Success in this position requires persistence, strong communication and negotiation skills, attention to detail, a sense of urgency, and the ability to balance excellent customer service with accountability for payment obligations.

KEY RESPONSIBILITIES
• Take primary ownership of delinquent resident accounts and drive collection activity from initial delinquency through resolution.
• Conduct daily collection outreach through phone calls, texts, emails, and in-person contact with residents who have outstanding balances.
• Ensure delinquent residents are contacted at least three times per week and maintain consistent follow-up until payment is received or the account progresses to the next appropriate collection step.
• Review delinquency and aging reports daily to prioritize accounts based on balance, age, payment history, and collection status.
• Clearly communicate outstanding balances, due dates, late fees, payment expectations, and consequences of continued nonpayment.
• Secure payment commitments and closely monitor residents' adherence to agreed-upon payment arrangements.
• Follow up immediately on missed payment commitments and determine the appropriate next collection action.
• Perform regular in-person visits to delinquent residents to discuss account status, request payment, and confirm ongoing occupancy.
• Document all collection activity and resident communication in Yardi, maintaining detailed, accurate, and timely account notes.
• Post all received rent payments in Yardi on the same day they are received.
• Prepare and send all required late notices, demand letters, and other collection-related correspondence within established timelines.
• Monitor monthly collection performance with a goal of achieving 100% rent collection.
• Support the achievement of the property's targeted 97% economic occupancy.
• Track collection activity and provide daily and weekly reporting on delinquency, payments received, payment commitments, outstanding balances, and accounts requiring escalation.
• Participate in daily huddles and provide updates on collection results, high-risk accounts, and planned collection activity.
• Escalate unresolved delinquency to the Property Manager in accordance with company policies and established timelines.
• With Property Manager approval, initiate dispossessory actions through CSS in accordance with company policies and procedures.
• Monitor all dispossessory filings and ensure required follow-up is completed promptly.
• Coordinate and monitor physical evictions when necessary, ensuring appropriate scheduling, documentation, and communication.
• Identify residents who may qualify for rental assistance or other financial resources when appropriate and provide applicable referral information while continuing to actively manage the outstanding balance.
• Partner with the Property Manager to identify collection trends, barriers, and opportunities to improve property-level collection performance.
• As time allows, review former resident accounts and assist in determining appropriate collection or follow-up actions.
• Perform other collection and property-related duties as assigned.

Requirements
SUCCESSFUL CANDIDATES WILL HAVE
• 1+ years of collections experience; property management, multifamily, or affordable housing collections experience is strongly preferred.
• Affordable housing experience, including LIHTC, Section 8, HUD, or similar programs, is a plus.
• Demonstrated ability to collect past-due balances and manage a high volume of delinquent accounts.
• Strong communication and negotiation skills with the ability to have firm, professional conversations regarding money and past-due obligations.
• A results-oriented mindset with a strong sense of urgency and personal accountability.
• Ability to remain persistent and professional when handling difficult or sensitive collection conversations.
• Strong financial, analytical, and organizational skills.
• Ability to read and understand resident ledgers, balances, aging reports, and payment histories.
• Strong documentation and follow-up skills.
• Excellent time management and the ability to prioritize accounts based on urgency and financial impact.
• Prior Yardi experience preferred.
• Strong customer service skills while maintaining clear expectations and accountability.
• Availability to work at least two Saturdays per month.

Full-Time Benefits:
• Eligibility for semi-annual merit increases: January and July
• GET PAID EVERY FRIDAY
• 401(k) Retirement plan with Company match
• FSA, Dental, Vision, Life, Accident coverage as well as Short- and Long-Term Disability
• EAP for emotional wellbeing/mental health support for you and your dependents living at home or even children off at college
• Company-paid holidays and weekly accrual of Paid Time Off equivalent to up to 16 days in the first year
• Professional development assistance and tuition reimbursement

Pivotal is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.

Pivotal is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind.  At Pivotal, we understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable -- and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking -- which is why we're dedicated to adding new perspectives to the team.