Account Specialist

Job Title: Account Specialist
Location: Remote – Work from Home
Department: Collections & Disputes
Reports to: Director, Operations (Collections & Disputes)
Job Type: Full-time

The Account Specialist is responsible for managing and recovering delinquent homeowner assessment accounts on behalf of community associations. This role involves direct communication with homeowners to collect overdue assessments while ensuring compliance with legal regulations, as well as adherence to company policies and procedures. The ideal candidate will be solutions-oriented, with strong communication and negotiation skills to facilitate payment arrangements while maintaining a professional and empathetic approach.

Key Responsibilities:

Include but are not limited to:

Delinquent Account Management:

• Manage delinquent homeowner accounts, overseeing the collection efforts to recover unpaid assessments.
• Review and update account histories to ensure all relevant information is accurate before engaging with homeowners.
• Update systems and document accounts correctly at each stage to ensure files move as quickly as possible to resolution.

Communication & Customer Service:

• Engage homeowners via various method of communications, including phone, email, or written correspondence, to discuss account status and review payment options.
• Provide clear, concise, and timely information regarding outstanding balances, payment deadlines, fees, or penalties.
• Handle inquiries and disputes from homeowners in a professional, empathetic, and solutions-focused manner, aiming to resolve issues in a way that satisfies both the homeowner and the community association.
• Escalate complex issues, legal concerns, or unresolved matters to the appropriate department or management.

Negotiation & Payment Arrangements:

• Work with homeowners to develop mutually agreeable payment plans, including installment arrangements, or lump-sum settlements.
• Negotiate payment settlements or concessions, where applicable, ensuring compliance with the community association and company's policies and agreements.
• Audit payment plans to ensure timely payments and follow up accordingly.
• Maintain accurate, detailed records of all interactions, payment arrangements, and dispute resolutions.

Compliance & Legal Adherence:

• Ensure all collection activities comply with applicable federal and state regulations, including the Fair Debt Collection Practices Act (FDCPA) and HOA assessment collection laws.
• Adhere to company policies and procedures in all collection activities.
• Stay informed on any changes in collection laws and best practices, ensuring compliance in all homeowner interactions.

Teamwork & Results:

• Collaborate with other departments, as needed, to facilitate smooth and efficient collections processes.

• Work with Collections & Dispute team members to provide backup and support, ensuring good service delivery and meeting service level agreements (SLAs).
• Meet or exceed individual performance metrics, including recovery rates, call volume, and successful payment arrangements.
• Participate in team meetings to review best practices, provide feedback, and contribute to continuous process improvements.

Other Duties

• Special projects as assigned by supervisor.

Qualifications

Education & Experience

• Bachelor’s degree in in office administration, business, or a related field preferred.
• Previous experience in collections, customer service, or a related field. Is required.
• Experience with property management and community associations is a plus.

Skills & Competencies:

• Demonstrated organizational skills and the ability to handle multiple priorities.
• Exceptional communication and negotiation skills, both written and verbal.
• Keen attention to detail, ensuring accuracy in all tasks.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and office equipment.
• Customer-service oriented with a problem-solving mindset.
• Capable of handling difficult conversations with tact and empathy.
• Experienced in using collections software and other relevant computer applications.
• Knowledgeable about relevant laws and regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Able to work independently and as part of a team.
• Bilingual preferred.

Working Conditions:

• Location: Remote – Work from home.
• Occasional travel may be required, depending on job demands.
• Virtual collaborative, team-oriented environment

Physical Requirements:

• Physical demands include the ability to lift up to 30 lbs.
• The employee is required to work at a computer for extended periods of time as well as talking on the phone for extended periods of time.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.