Collection Representative - Remote

At Equity Residential, we're dedicated to creating thriving communities, and we invite you to be part of our team. Embracing values like Diversity, Sustainability, and Total Wellbeing, we foster a workplace culture of authenticity and collaboration.

How We Deliver a Winning Performance:  

• Question Authority 
• Walk the Talk
• Share Knowledge
• Listen, not just Hear
• See the Glass Half Full
• Take Educated Risks
• Enjoy the Ride
• Share the Spotlight
• Do the Right Thing
• Test Your Limits 

We Care About Your Total Wellbeing:

• Physical Wellbeing: Medical, dental, and vision care 
• Social Wellbeing: 9 paid holidays, annual vacation time, paid sick leave, new parent benefits
• Financial Wellbeing: 401(k) Retirement Savings Plan, Rent Discounts, Competitive Compensation
• Community Wellbeing: Paid Community Service Hours
• Career Wellbeing: Leadership Development
• Learn more about our Total Wellbeing program here.

What You’ll Be Doing:

In collaboration with the Centralized Teams, the Collection Representative serves as a subject matter expert in all resident collection matters. They utilize MRI and Excel daily to maintain real-time status updates on all collection accounts. The Collection Representative reviews resident balances and proactively initiates contact with residents to facilitate payment. This role collaborates closely with the Account Resolution, and onsite teams. The Collection Representative must possess a comprehensive understanding of resident statements and the legal framework governing the collection of charges. Excellent communication skills, problem-solving abilities, conflict resolution acumen, and a commitment to confidentiality are essential requirements for this position.

ESSENTIAL FUNCTIONS:

• Perform detailed account research to ensure accuracy of information given to our current and previous residents. 
• Manage the daily dashboard to ensure that every collection account receives contact before being filed for eviction or sent to our collection agency.
• Break down resident statements, understand MRI hierarchy/allocation, and calculate balances.
• Accurately post payments in our residential management system, (MRI).
• Answer all email, chats and phone calls regarding collections from residents.  
• Set up, monitor, and track all payment plans. Communicate with residents on missed payments and send them to our collection agency or hand off to the Account Resolution team when appropriate. 
• Track all future accelerated rent accounts to ensure we reach out as soon as an account is mitigated to collect on any remaining balance. 
• Respond timely to all messages to our shared previous resident relations box and collection inboxes.
• Apply for rental bonds or security deposit alternatives when residents with applicable balances move out and post payments when ACH is returned. 
• Work closely with properties to provide support and recommendations for continuous improvement.
• Offer exceptional customer service to onsite teams by addressing concerns promptly, through clear communication and follow up.  
• Partner with regional management to identify trends, issues or areas of concern related to processes and procedures. Acts as a liaison and influencer of behaviors between corporate and field.
• Communicates closely with Regional Managers (RMs) on an on-going basis; provides RM with constructive assessment of properties performance and identifies training opportunities.
• Keep up-to-date on policies, procedures/principles and MRI system application.
• Confirm settlements with our collection agency. 
• Provide reporting showing collection activity for each area.
• Provide reporting to show bond collection for each market and ensure that bond vendors are following all requirements.
• Effectively embody the Equity Residential brand at all times. Consistently maintain a professional, courteous attitude when dealing with residents, coworkers, vendors and the public
• Perform other duties as assigned.

JOB QUALIFICATION REQUIREMENTS:

• High school diploma, in addition to 4+ years of professional work experience. 
•  Knowledge of bookkeeping principles and practices is strongly preferred. 
• Excellent analytical, organizational, interpersonal, and communication skills. 
• Strong detail orientation skills required. Proficient computer skills are also required (i.e. general programs/systems, spreadsheets, etc.); familiarity navigating in a Google environment and knowledge of MRI a plus. 
• Basic knowledge of local and state collection laws is required. 
• Acting with a high level of confidentiality and discretion regarding resident accounts and company information is required. 

Salary: $21.00 - $24.50 Hour

The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.

PHYSICAL AND VISUAL ACTIVITIES:

Ability to hear and speak well enough to converse verbally over the phone and in-person (expressing or exchanging ideas by means of the spoken or written word). Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and easily.   Able to see well enough to use the computer effectively and read written communications.  

The above describe the physical and visual activities that are commonly associated with the performance of the essential functions of this job.  “Commonly associated” is not intended to mean always or only.  Reasonable accommodation will be provided as required by law to enable otherwise qualified employees with a known disability to perform the essential functions of the job.

Working Environment:

This position is 100% remote (work from home) in the following locations: Arizona, Colorado, Florida, Georgia, Illinois, Maryland, Massachusetts, New Jersey, New York, Texas, Virginia, Washington, and Washington DC. Please note: candidates located in California would need to relocate to another EQR market.