Resident Performance Associate – Collections & Call Center

Adecco is hiring for Call Center / Collections role Industry: Real Estate Investing / Property Management
Employment Type: Full-Time

About the Opportunity

A rapidly growing national single-family rental organization is seeking a motivated, detail-oriented Resident Performance Associate to join its Property Management team.

This is a high-volume inbound and outbound contact center and collections position focused on managing delinquent resident accounts, collecting and processing payments, establishing payment arrangements, reviewing account balances, and supporting the delinquency and eviction process.

The ideal candidate has experience working with residents or customers in residential property management, real estate, revenue management, or a residential real estate call center and is comfortable handling difficult collections conversations professionally and respectfully.

Key Responsibilities

• Manage delinquent resident accounts and follow established collection processes.

• Handle a high volume of inbound and outbound resident calls regarding past-due balances.

• Contact residents to collect outstanding payments.

• Work with residents to establish appropriate payment plans and payment arrangements.

• Collect and process resident payments accurately.

• Review daily delinquency reports and prioritize accounts requiring follow-up.

• Maintain accurate resident account information following calls and payment activity.

• Clearly communicate outstanding balances and account status to residents.

• Monitor payment plans and follow up on missed or incomplete payments.

• Review and communicate late-fee waivers when applicable.

• Maintain consistent communication with residents regarding their ledger and outstanding balances.

• Track collection activity and performance against established goals and metrics.

• Assist with eviction-related processes when necessary.

• Partner with internal departments to resolve resident account issues.

• Maintain professionalism and a solutions-focused approach during difficult or high-pressure resident conversations.

• Perform additional resident account and property management support as needed.

Required Experience & Qualifications

• Minimum 2 years of relevant experience in one or more of the following:

  • Residential property management

  • Residential real estate call center

  • Revenue management within residential real estate

  • Resident account management or collections within residential real estate

• Experience managing past-due or delinquent accounts and having difficult payment conversations.

• Comfortable working in a high-volume inbound/outbound call environment.

• Experience negotiating or establishing payment plans, arrangements, or settlements.

• Strong customer service and communication skills.

• Ability to remain professional and positive during challenging collections conversations.

• Strong organizational and time-management skills.

• Ability to manage multiple accounts, deadlines, and priorities.

• Strong attention to detail and accurate documentation skills.

• Comfortable working toward established performance goals and metrics.

• Self-starter with a strong sense of ownership and willingness to take initiative.

Preferred Qualifications

• Yardi Voyager experience.

• Previous single-family rental (SFR) experience.

• Experience reviewing resident ledgers and delinquency reports.

• Experience with late-fee waivers, eviction support, or other stages of the residential property management collections process.

What Success Looks Like

The successful candidate will be able to balance collections performance with a professional resident experience. This person should be comfortable discussing overdue balances throughout the day, negotiating payment solutions, documenting account activity accurately, and managing a high volume of resident interactions while staying organized and focused on performance goals.

Ideal backgrounds may include: Resident Collections Specialist, Property Management Collections Representative, Resident Account Specialist, Leasing/Property Management Specialist with collections responsibilities, or Residential Real Estate Call Center Representative.

Main change: I tightened the posting around the experience you actually need for the Kairos call center role: residential real estate/property management, collections, payment plans, delinquency management, high call volume, KPIs, and difficult resident conversations. This should help reduce candidates who only have general call-center or unrelated consumer collections experience.

Pay Details: $20.00 to $25.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.