Accounts Receivable Collections Manager

Description

Job Overview: 

The Accounts Receivable-Collections Manager is responsible for managing the day-to-day operations of Accounts Receivable Collections, leading a group of team members to ensure timely and accurate processing of all AR collections transactions. This role drives service excellence, ensures adherence to SOPs and internal controls, and partners cross-functionally with property management, legal, and client support teams to resolve escalations and deliver outstanding service to communities served by FirstService Residential. 

Compensation: $70-80k 

FirstService Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future. 

Job Responsibilities: 

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included, nor is it expected that all positions will be assigned every duty. 

Team Leadership & Development

• Lead, coach, and develop a team of and collection specialists to ensure daily and monthly deliverables are completed accurately and timely within established service levels.
• Maintain staffing coverage and contingency plans to ensure on-time service delivery during periods of unexpected absences or transitions.
• Support hiring, onboarding, performance evaluations, and personnel actions including promotions, disciplinary measures, and terminations.
• Foster a culture of service excellence, accountability, and continuous improvement. 

Operational Oversight 

• Oversee end-to-end AR collection operations, ensuring operational consistency across teams and markets.
• Establish and enforce standardized processes for onboarding and offboarding.
• Monitor operational performance, identify inefficiencies, and implement process improvements to enhance accuracy, timeliness, and automation.
• Ensure appropriate controls, reviews, and exception management processes are in place for all collections activities. 

Collections Oversight

• Oversee collections activities in accordance with governing documents and SOPs.
• Review and enhance collection workflows, delinquency notices. attorney engagement processes, and escalation thresholds.
• Ensure standardization and accuracy of attorney reporting, dashboards, and collection tracking. 

Accounts Receivable Support & Inquiry Management

• Establish and oversee AR collection inquiry management processes, ensuring consistent service levels, response times, and resolution quality across teams.
• Manage high-level escalations, identifying root causes and implementing both immediate and long-term corrective actions.
• Partner cross-functionally to improve customer experience, streamline inquiry workflows, and reduce repeat issues.
• Monitor inquiry trends and drive enhancements to systems, training, and processes to improve resolution efficiency. 

Compliance & Internal Controls

• Ensure all AR collections activities are in accordance with company policies, and applicable statutory requirements.
• Enforce appropriate segregation of duties and supervisory review procedures for all transactions.
• Maintain awareness of regulatory changes and communicate updates to team; direct training as required.
• Oversee accurate reconciliation and supervisory review of system postings, payments, and invoices.
• Conduct comprehensive reviews of client collection policies and procedures to ensure consistent and accurate application of governing guidelines 

Performance Management & Process Improvement 

• Manage and monitor metrics to drive SLAs ensuring efficiency, productivity, accuracy, and customer service targets are met.
• Develop and maintain Standard Operating Procedures to drive uniformity, consistency, and accountability.
• Identify process gaps and implement improvements to enhance accuracy, timeliness, and scalability.
• Ensure deadlines and SLA targets are consistently met, prioritize and delegate workload as needed.
• Report on team performance, transaction volumes, and SLA results to senior leadership. 

Cross-Functional Partnerships & Escalations 

• Establish proactive partnerships with Property Management, Community Managers, Client Reporting, and Client Relations teams.
• Collaborate with legal partners and internal departments to resolve complex AR collections matters.
• Develop and maintain strong relationships with third-party vendors to ensure proper coordination between systems. 

Skills & Qualifications:  

• Strong verbal and written communication skills.
• Demonstrates thoughtful leadership in creating efficiencies and process improvements.
• Detail oriented and strong organizational skills and multi-tasking skills.
• Project management experience with focus on process improvement
• Must have strong proficiency in Windows and Microsoft Office, including but not limited to word processing, spreadsheet maintenance, navigating in databases, record keeping and researching the Internet.
• Ability to work with sensitive or confidential information.
• Ability to meet deadlines and work well under pressure.
• Ability to work in a team environment as well as independently and be self-driven
• Critical thinking, financial acumen, problem solving and decision-making abilities. 

Education and Experience: 

• Bachelor's degree in Accounting, Finance, or Business Administration from an accredited college or university preferred
• Associate's degree required.
• Minimum of five (5) years of experience in Accounts Receivable
• At least two (2) years in a supervisory or management capacity.
• Experience in a shared services or property management environment a plus. 

Physical Requirements & Working Environment: 

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

• Must be able to lift 25 lbs.
• Must be able to sit for extended periods of time.
• Must have finger dexterity for typing/using a keyboard
• Must work effectively with co-workers, clients and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; and; respecting the diversity of our workforce in actions, words and deeds
• Hours over and above normal office hours may occur, including evenings, holidays, and some weekends.
• Schedule is subject to change based on business needs
• Consistent and regular attendance is required 

Supervisory Responsibilities:  

• Ensures personnel meet all service level expectations and escalate/resolve any performance issues with the appropriate Supervisors.
• The Manager will be responsible for building a strong team culture rooted in accountability, and building a scalable organization that can support client growth and retention. 

Tools & Equipment Used:

• Computer and peripherals, standard and customized software applications and tools, and usual office equipment. 

What We Offer:  

• Medical, dental, and vision plans (full time and those working 30+ hours)
• Part time 20+ hours qualify for dental and vision
• 401K match
• Time off including vacation, sick, and company paid holidays
• Pet insurance available
• Tuition reimbursement
• Legal services
• Free emotional wellbeing and daily life assistance support for all associates
• Domestic partner coverage
• Health savings account
• Flexible spending account 

About Us: 

FirstService Residential transforms the property management landscape by providing professional association management services to over 9,000 residential communities across the United States and Canada. 

Our dedication to associate satisfaction and growth is recognized by our Great Place to Work certification, exemplifying our commitment to fostering a positive and inclusive workplace culture. Our 19,000 associates can count on competitive salaries, top-tier medical, dental, and retirement benefits, career training, and support for continued professional development. 

Experience exceptional service with a fulfilling career in property management with FirstService Residential. 

To learn more about our company and culture, please visit www.fsresidential.com/california 

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time. 

FirstService Residential is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. 

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. All offers of employment with FirstService Residential are contingent upon a satisfactory background check. 

Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances. 

national_recruiting@fsresidential.com

national_recruiting@fsresidential.com