SCOPE: The position provides administrative and operational support to promote resident housing stability while ensuring compliance with resident lease obligations related to timely rent payment. This position is responsible for proactive resident outreach, early intervention, collection efforts, repayment coordination, and administrative follow-through to resolve delinquent rent accounts through voluntary compliance whenever possible and, when necessary, through the eviction process. The position works collaboratively with Property Management, Legal, and other internal departments to reduce delinquency, minimize bad debt, and promote long-term resident success.
This position demonstrates CMHA's core values of Respect, Integrity, Accountability, Professionalism, Initiative, Creativity, Accuracy, Timeliness, Quality, and Exceptional Service in every interaction with residents, coworkers, and community partners.
ESSENTIAL DUTIES AND RESPONSIBILITIES: The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required.
- Conduct proactive outreach to residents with delinquent rent accounts through telephone calls, emails, written correspondence, text messaging (when authorized), and other approved communication methods to encourage timely payment and resolve delinquent balances.
- Establish and maintain positive, respectful relationships with residents while identifying barriers to payment and providing appropriate solutions that support housing stability.
- Assist residents with rent adjustment requests, hardship reviews, repayment agreements, recertification requirements, and referrals to rental assistance programs or community resources to prevent eviction whenever possible.
- Conduct in-person resident visits, including "knock and talks," when residents are unresponsive to traditional outreach methods or when additional assessment and intervention are necessary.
- Coordinate closely with Property Managers to implement early intervention strategies, monitor delinquency trends, ensure legal referrals are submitted within established timelines, and promote resident retention whenever feasible.
- Prepare, review, and monitor eviction referrals from initiation through final disposition while coordinating follow-up activities with Property Management and Legal Counsel.
- Interpret and apply HUD regulations, lease requirements, agency policies, and applicable federal, state, and local laws governing rent collection, lease enforcement, and eviction proceedings.
- Maintain complete, accurate, and organized electronic records and documentation to support audits, legal proceedings, regulatory compliance, and management reporting.
- Prepare recurring and ad hoc reports analyzing delinquency trends, collection efforts, repayment agreement performance, eviction activity, and collection outcomes.
- Meet regularly with Property Managers to review delinquency reports, collection strategies, resident intervention efforts, and eviction timelines.
- Monitor assigned caseload to ensure work assignments, deadlines, and legal timelines are completed accurately and timely.
- Exercise sound judgment while maintaining strict confidentiality of resident and agency information.
- Provide exceptional customer service by communicating with professionalism, empathy, and respect while balancing resident assistance with agency policy compliance.
- Recommend process improvements that enhance collection efforts, operational efficiency, resident communication, and overall service delivery.
- Demonstrate accountability by consistently meeting performance expectations, maintaining accurate records, following established procedures, and supporting departmental goals.
- Collaborate effectively with internal departments and external agencies to improve resident outcomes and organizational effectiveness.
- Perform other duties and responsibilities as assigned.
DESIRED QUALIFICATIONS:
- Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and Teams, with the ability to prepare reports, correspondence, and spreadsheets.
- Strong written and verbal communication skills, including proper grammar, punctuation, spelling, and professional business writing.
- Excellent customer service and interpersonal skills with the ability to communicate respectfully and professionally with residents, coworkers, attorneys, community partners, and the public.
- Strong organizational and time management skills with the ability to prioritize multiple assignments, manage competing deadlines, and maintain attention to detail.
- Strong analytical and problem-solving skills with the ability to evaluate situations, identify appropriate solutions, and make sound recommendations.
- Ability to research information using electronic resources, agency systems, and internet-based tools.
- Skill in maintaining accurate records, preparing reports, and ensuring data integrity.
EDUCATION/EXPERIENCE/CERTIFICATIONS:
- High school diploma or equivalent required.
- Associate degree in Business Administration, Public Administration, Property Management, Finance, or a closely related field is preferred. Relevant combinations of education, training, and experience may be considered in lieu of the preferred degree.
- Minimum of two (2) years of progressively responsible administrative, customer service, or office support experience.
- Experience in accounts receivable, rent collections, property management, affordable housing, or a related field preferred.
PHYSICAL DEMANDS AND 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 frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to sit or stand for eight hours while performing essential work duties. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must be able to perform essential job functions in an environment that could have increased stress levels.
