Supervisor, Resident Services - Move Outs

With a rapidly scaling property portfolio we are seeking to add an experienced Property management professional to our team to supervise the Move-outs team & process. In this highly visible and dynamic position, you will be responsible for the day-to-day execution of move-out operations and post-move-out collections, leading a team of specialists to ensure accurate statements, timely recoveries, and compliance with legal and company requirements. The role emphasizes a resident-first approach, operational efficiency, and continuous process improvement while providing frontline leadership, reporting, and cross-functional collaboration.

This is an office-based position based in Charlotte, NC.

The Role:   This position includes, but is not limited to, the following responsibilities:

• Team Leadership & Oversight
  • Supervise & guide Resident Specialists in all aspects of the Move-out process.
  • Assign, prioritize, and monitor workloads to ensure timely completion of move-out statements and final account resolution.
  • Provide ongoing coaching, training, and performance feedback to team members.
    
    
• Move-Out Accounting & Statements
  • Review and confirm preparation and delivery of accurate and timely move-out statements in compliance with state/local laws.
  • Ensure proper application of security deposits, damages, cleaning, and other lease-related charges.
  • Collaborate with Property Management to confirm move-out inspections and supporting documentation.
  • Maintain quality control by auditing statements for accuracy and consistency.
    
    
• Post-Move-Out Collections
  • Manage day-to-day collection efforts on final account balances, including payment reminders, repayment plans, and escalations.
  • Ensure compliance with Fair Debt Collection Practices Act (FDCPA), Fair Housing laws, and applicable rental regulations.
  • Prepare and escalate disputed or delinquent accounts for Legal review, including documentation required for third-party collections or legal action.
  • Monitor recovery rates and recommend strategies to minimize bad debt.

 

• Resident Experience & Communication
  • Provide clear, transparent, and professional communication to residents on final account charges.
  • Address resident inquiries and disputes related to move-out statements or collections with empathy and professionalism.
  • Champion a resident-first approach while ensuring company policies and lease obligations are upheld.

 

• Operations & Reporting
  • Maintain accurate records of all move-out account activity, disputes, and collection efforts within property management systems.
  • Apply and maintain standardized processes for move-out accounting and collections across the portfolio, recommending improvements where gaps are identified.
  • Compile regular reporting on recovery rates, outstanding balances, disputes, and performance metrics for management review.
  • Coordinate cross-functionally with Leasing, Property Management, and Accounting to ensure alignment and efficiency.
    
    
• Other Duties as assigned by leadership.

 

 

 

Qualifications and Experience

• 3+ years of experience in resident services, collections, or property management accounting, with 1+ year in a supervisory or team lead capacity
• Experience in single-family rentals is strongly preferred; multifamily experience considered
• Strong knowledge of FDCPA, Fair Housing laws, lease compliance, and state/local move-out accounting regulations
• Strong leadership and team coordination capabilities
• Proficiency in property management software (Yardi, RealPage, AppFolio, etc.) and the Microsoft Office Suite
• Proven conflict resolution and organizational skills
• Key Competencies
• Strong attention to detail and financial accuracy
• Ability to manage sensitive resident interactions with professionalism and empathy
• Excellent communication skills, both verbal and written
• Results-oriented, with a focus on improving recovery rates and reducing disputes
• Process-driven and highly organized – can effectively manage multiple priorities in a fast-paced environment
• Analytical thinking and problem-solving skills - able to think outside the box
• Able to effectively manage large volumes of transactional data
• Adaptability in a highly dynamic working environment, demonstrating a strong work ethic.