Job Description

SUMMARY: The Collections Specialist supports tenant billing and collections operations. This role is responsible for conducting collection calls and emails, maintaining tenant relationships, tracking collectibles, and providing accounts receivable support to Lease Administration and Accounting teams. Handles tenant invoice inquiries, payment portal assistance, reconciliation support, and participates in year-end billing processes. Uses company AI tools to optimize collections processes and improve efficiency. Works with moderate supervision and progressively develops independence in managing tenant account portfolio. Training is provided, with the opportunity to expand responsibilities as proficiency increases.

DUTIES AND RESPONSIBILITIES:

Collections & Follow-Up (40%)

• Conduct collection calls and emails to tenants regarding outstanding balances
• Negotiate payment arrangements and provide information on outstanding balances with supporting documentation
• Maintain consistent communication with tenants to ensure understanding and resolution of outstanding charges
• Help manage delinquency resolution in alignment with internal policies

Administrative Tracking & Documentation (25%)

• Initiate, track, and maintain all records/files associated with collection activities for each tenant
• Document all tenant communications, negotiated payment schedules, telephone calls, and collection letters in MRI property management system
• Prepare regular aging reports for management review
• Maintain organized and up-to-date records and meet follow-up deadlines of all correspondence and support documentation

Tenant Communication & Support (15%)

• Respond to all tenant inquiries regarding billing charges, providing backup documentation and clear explanations
• Assist tenants with payment portal login, navigation, and technical troubleshooting
• Guide tenants through completion and submission of ACH authorization forms
• Respond to day-to-day inquiries from internal and external customers

Accounts Receivable Support (15%)

• Assist Lease Administration and Accounting with accounts receivable issues and support
• Provide reconciliation assistance, payment posting, and data entry
• Coordinate with internal departments to ensure cohesive response and issue resolution

Meetings & Collaboration (5%)

• Participate in distressed tenant meetings to discuss accounts and next steps
• Provide status updates and recommendations on collection strategies

Growth & Learning

• Learn year-end billing structure and assist in preparing responses to tenants during reconciliation periods
• Develop deeper understanding of lease structures and billing methodologies
• Take on additional responsibilities as proficiency and familiarity with role increases, including possible ad-hoc duties related to accounting

Qualifications

• Required:
  • High school diploma or GED
  • Demonstrated experience in a customer-facing or transactional role requiring consistent follow-up and documentation (e.g., customer service, administrative support, tenant services, call center, office support)
  • Strong written and verbal communication skills
  • High attention to detail with the ability to manage multiple follow-ups and deadlines
  • Proficiency with Microsoft Outlook and Word; basic Excel capability (sorting, filtering, simple tracking)
  • Ability to work independently within established procedures while collaborating effectively with internal teams
• Preferred:
  • Prior exposure to accounts receivable, billing, collections, or bookkeeping
  • Basic understanding of accounting or AR concepts (aging, balances, payments)
  • Experience supporting customers or tenants with online portals or payment systems
  • Exposure to MRI or similar property/accounting systems (training provided)

Additional Information

COMPETENCIES:

• Follow-Through & Reliability – Tracks open items and follow-ups accurately; Completes promised actions within required timeframes; Meets follow-up commitments consistently; Maintains dependable attendance and work habits.
• Professional Communication – Communicates clearly and professionally with tenants and internal partners; Explains billing information and next steps in an understandable manner; Maintains appropriate tone during difficult or sensitive conversations; Documents communications accurately.
• Attention to Detail & Accuracy – Accurately records tenant communications, payment plans, and resolutions; Reviews information for completeness and accuracy; Identifies discrepancies in balances or documentation; Produces clean, auditable records.
• Organization & Time Management – Organizes work to manage multiple tenants and deadlines; Prioritizes tasks effectively; Uses tracking tools and systems to manage workload; Meets deadlines during high-volume periods.
• Learning Agility – Learns billing structures, systems, and procedures efficiently; Applies feedback to improve performance; Adapts to new processes or changes in workload; Builds independence over time.
• Judgment & Escalation Awareness – Follows established procedures and guidelines; Recognizes issues requiring escalation; Seeks guidance appropriately; Exercises sound judgment within assigned authority.
• Collaboration – Coordinates effectively with Lease Administration and Accounting; Shares information timely and accurately; Responds promptly to internal requests; Contributes positively to team problem-solving.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.

All your information will be kept confidential according to EEO guidelines.