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Supervisor, Collections

Company: American Homes 4 Rent
Location: Las Vegas
Posted on: November 22, 2021

Job Description:

American Homes 4 Rent As one of the country's fastest-growing property management companies of single-family rental homes, American Homes 4 Rent has an exhilarating and fluid start-up culture and permanency of a well-founded corporation, rich with diversity. As pioneers in the industry, solidified by our place on Wall Street, American Homes 4 Rent (NYSE: AMH) is currently looking for qualified candidates. With a culture of unprecedented growth, quality and innovative collaboration, we are seeking personalities to complement our attributes. The Supervisor, Collections oversees the day-to-day work of staff, holding the team accountable for quality, safety, accuracy, and results. Ensures policies, practices and procedures are understood and followed by the team, clients, and stakeholders. Develops and/or refines procedures to improve results and demonstrates leadership in implementing changes. Sets goals and develops strategies to meet department goals and objectives, and ensures strategies are properly executed by department staff. Monitors collector queues for compliant client contact and communication, evaluates documented conversations, and advancement in bringing accounts current. Acts as a technical expert and helps resolve complex client disputes or problems. Evaluates the team's performance to ensure a high level of efficiency, while also making outbound calls, managing accounts, and performing general collection duties. Problems faced may be difficult but typically are not complex. Ensures policies, practices and procedures are understood and followed by direct reports, customers, and stakeholders. Responsibilities:

  • Oversees the daily operations of the collections department and leads the collections team responsible for collection and maintenance of customer accounts. Ensures all department staff are productive, efficient, timely, and follows standard operating policies, procedures, and remains compliant within state and federal laws.
  • Communicates with cross-functional teams internally to ensure the representatives are meeting the quality service standards and business metrics. Partners with Quality Assurance team to deliver coaching and feedback. Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective.
  • Provides call support, acts as an escalation point to resolve complex issues. Researches, investigates, and approves agreements that may need special consideration.
  • Collaborates with cross-functional teams (e.g., Legal, Accounting, etc.) internally to ensure compliance and accounts are properly processed. Conducts account audits and communicates results to key stakeholders.
  • Assists with outbound/inbound calls, responds to inquiries and emails from previous tenants. Provides accurate and timely assistance to the caller and documents activity in CRM database, ensures proper call handling and follows up as needed. Administers outbound calls to follow up with customers & property management regarding actionable items and/or provide additional information.
  • In accordance with applicable policies/procedures and Federal/State laws, may perform the following supervisory responsibilities: Interviewing, hiring orienting and training employees; planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Requirements:
    • High School Diploma / GED required.
    • Bachelor's Degree in Business Management, Accounting, Finance, and/or related field preferred.
    • Minimum 3 years of experience in Collections, Call Center Environment, Financial Services, and/or related field required.
    • Minimum 1 year of supervisory experience, managing direct reports required.
    • Intermediate knowledge of Microsoft Office (Word, Excel, Outlook) required.
    • Excellent verbal and written communication, planning, analysis and organizing skills.
    • Strong leadership, employee development, appraisal, relationship management and problem-solving skills.Work where you feel right at home If you are a versatile professional who values culture, a concerted environment and the potential for exponential growth, we want to work with you! Apply now and someone from our Talent Acquisition team will reach out to you soon! Related Keywords: Customer service, contact center, sales, supervisor, leadership, collections, call support, business management, accounting, finance, call center, financial services, #LI-SC1 Information regarding AH4R's collection and use of your personal information can be found at

Keywords: American Homes 4 Rent, Las Vegas , Supervisor, Collections, Accounting, Auditing , Las Vegas, Nevada

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