SSC AR Lead

Who We Are

AIR Communities is one of the country's largest owners and operators of multifamily housing, managing high-quality properties in most major markets! At AIR, we value integrity, respect, collaboration, customer focus, and performance . These values are brought to life by our teammates, who are ultimately responsible for our success. When you join our team, you'll work alongside the most dedicated professionals in the industry and open the door to unlimited career opportunities.

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.

Supervisory Responsibilities: Non-supervisory; provide guidance and support to team members.

Education & Experience: High School Diploma or equivalent required. Minimum of 3 years of related experience or equivalent combination of education and experience.

Work Environment: Office environment

Responsibilities

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 cycle; Communicates with internal and external partners, and current residents, assist with peer coaching, handle escalated and unresolved calls from less experienced representatives; Utilizes 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 procedures; Provides guidance, coaching, and support to team members, including assisting with training, workflow coordination, and performance management; Supports changes in legislation as communicated by counsel, communicating with team and ensuring compliance against changes in process; Maintains active ownership of a designated delinquency portfolio by engaging residents, addressing delinquency concerns, and ensuring timely, accurate completion of delinquency related processes; Serves as escalation point for resident matters and complex issues, ensure timely resolution and maintain data integrity through audits and corrections; Support team operations through training, coaching, workflow distribution, and daily prioritization; Partner with onsite teams and SSC functions to drive alignment and operational efficiency

Requirements

Strong knowledge of property management systems (Entrata preferred); Proven experience with delinquency and legal follow up, resident communication, and closing accounts; Excellent customer service, communication, and problem-solving skills; Ability to manage a personal workload and portfolio while supporting broader team needs; Strong attention to detail and organizational skills; Aptitude to work independently, prioritize tasks, and adapt to changing operational demands in a fast-paced environment; Ability to interpret and apply policies and procedures