Job Summary:Supports centralized delinquency and legal/eviction operations across AIR’s portfolio. Acts as a subject matter expert and point of escalation for delinquency-related questions, resident concerns, and administrative support needs. Provides day-to-day operational support to onsite and central teams to ensure delinquency follow up, legal tracking, FMO, and service standards are consistently met.Essential Functions: Resolves complex and escalated resident delinquency-related issues requiring independent judgment, coordination, and problem-solving. Uses internal property management systems (e.g., Entrata) to generate demands, process legal cases, manage and close FMOs, audit and troubleshoot workflows. Serves as a central support resource to onsite and SSC teams by providing process guidance, responding to escalated inquiries, and supporting operational initiatives.Key responsibilities include:Uses computerized system for tracking, information gathering, auditing, and/or trouble-shooting to monitor, process and/or audit stages of the resident payment and eviction cycleCommunicates with internal and external partners, and current residents; assist with peer coaching, handle escalated and unresolved calls from less experienced representativesUtilizes internal systems to monitor account activity, track performance, and ensure accurate notations and follow up throughout the delinquency lifecycle. Investigates and resolves discrepancies in accordance with established policies and proceduresProvides guidance, coaching, and support to team members, including assisting with training, workflow coordination, and performance managementSupports changes in legislation as communicated by counsel, communicating with team and ensuring compliance against changes in processMaintains active ownership of a designated delinquency portfolio by engaging residents, addressing delinquency concerns, and ensuring timely, accurate completion of delinquency related processesServes as escalation point for resident matters and complex issues; ensure timely resolution and maintain data integrity through audits and correctionsSupport team operations through training, coaching, workflow distribution, and daily prioritizationPartner with onsite teams and SSC functions to drive alignment and operational efficiency
