Description
Job Overview:
The Senior Manager, Collections provides strategic leadership and operational oversight for AR collections functions across multiple markets. This role directly manages collections teams in California, Arizona, Missouri, Minnesota, and Illinois. A portfolio designed to expand as FirstService Residential grows into new markets and serves as the subject matter expert and adviser for all markets engaged in pre-lien and lien filing activities, including existing markets that expand into these capabilities over time. The Senior Manager is responsible for driving collections performance, ensuring regulatory compliance, standardizing processes across markets, and building the operational infrastructure needed to onboard new markets and support existing markets as they evolve their collections capabilities. As FirstService Residential continues to define its overall AR organizational structure, additional AR functions may temporarily fall within the scope of this role; these responsibilities are transitional in nature and expected to be realigned as the broader AR structure is finalized. This is a high-visibility leadership role that combines hands-on team management with cross market advisory responsibility and strategic program development.
Compensation: 100k annually
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.
Your Responsibilities:
Regional Leadership & Team Management
- Directly oversee collections operations across CA, AZ, MO, MN, and IL markets, providing leadership, direction, and accountability to Managers and Supervisors within each market.
- Coach, develop, and performance-manage a geographically distributed team of collections leaders, ensuring service level expectations and operational standards are consistently met.
- Maintain appropriate staffing models and contingency coverage across all markets to ensure continuity of operations during transitions or absences.
- Lead hiring, onboarding, performance evaluations, and personnel actions for direct reports across all managed markets.
- Build and sustain a strong team culture rooted in accountability, service excellence, and continuous improvement across all regional locations.
- Partner with the Director, Accounts Receivable to align regional priorities, resource allocation, and strategic initiatives.
- As the overall AR organizational structure continues to be defined, assume oversight of additional AR functions as needed on an interim basis; provide continuity, leadership, and operational stability for these functions with the expectation that responsibilities will be realigned as the broader structure is finalized.
Collections Operations & Performance Management
- Oversee end-to-end collections operations across all directly managed markets, ensuring consistent application of SOPs, internal controls, and regulatory requirements.
- Monitor and manage key performance metrics including delinquency rates, collections recovery, SLA attainment, and attorney engagement timelines across all markets.
- Review and enhance collection workflows, delinquency notice processes, attorney engagement thresholds, and escalation procedures to drive efficiency and outcomes.
- Ensure accurate and timely reconciliation of collections accounts, attorney charge postings, and delinquency reporting across all markets.
- Manage high-level escalations, identifying root causes and implementing immediate and long-term corrective actions.
- Report on regional collections performance, trends, and SLA results to the Director, Accounts Receivable.
Pre-Lien & Lien Advisory
- Serve as the organization-wide subject matter expert and adviser for all markets engaged in pre-lien and lien filing activities, including both established markets and existing markets that are expanding into these capabilities.
- Provide guidance, oversight, and quality assurance to market-level teams and leaders on pre-lien notice requirements, lien filing procedures, and statutory timelines.
- Assess existing markets' readiness to expand into pre-lien and lien filing; develop and execute tailored implementation plans to build capability, establish attorney partnerships, and achieve compliance readiness.
- Ensure all markets engaged in lien-related activity are operating in full compliance with applicable state and local laws, association governing documents, and company policies.
- Partner with legal counsel to address complex lien matters, disputed filings, bankruptcies, and foreclosure-related collections activity.
- Develop and maintain a centralized knowledge base of pre-lien and lien filing requirements by state to support consistent and compliant execution across all markets — current and future.
- Monitor changes in state statutes and regulations affecting pre-lien and lien filing processes; communicate updates to all impacted markets and direct training as required.
Market Onboarding, Expansion & Capability Development
- Serve as the primary adviser and implementation lead for collections operations in any new market FirstService Residential enters, as well as any existing market expanding its collections capabilities including the addition of pre-lien and lien filing functions.
- Develop and execute a standardized onboarding and capability-expansion framework for collections, encompassing team structure, SOP adoption, system setup, attorney partnership establishment, and pre-lien/lien compliance readiness.
- Conduct readiness assessments for existing markets seeking to expand into pre-lien and lien filing, identifying gaps in process, staffing, legal partnerships, and regulatory compliance and building actionable plans to address them.
- Partner cross-functionally with Property Management and Legal to ensure all regulatory prerequisites are in place prior to new market launch or capability expansion.
- Provide hands-on support and oversight during the initial stabilization period for each new market or capability expansion, transitioning to steady-state management once performance benchmarks are met.
- Continuously refine the onboarding and expansion playbook based on lessons learned, regulatory changes, and evolving business requirements.
Compliance, Controls & Process Standardization
- Ensure all regional collections activities comply with company policies, and applicable federal, state, and local regulatory requirements across all markets.
- Define, enforce, and continuously improve standard operating procedures for collections, pre-lien and lien filing, escalation management, and account reconciliation across the region.
- Establish and enforce appropriate segregation of duties, supervisory review standards, and reconciliation controls across all markets.
- Maintain awareness of regulatory and statutory changes affecting collections operations across all active and future markets; implement policy updates and direct team training accordingly.
- Conduct periodic operational reviews and audits across markets to ensure SOP adherence, control effectiveness, and data integrity.
Cross-Functional Partnerships & Stakeholder Management
- Establish and maintain proactive partnerships with Property Management, Community Managers, Client Relations, Legal, and Finance across all markets.
- Serve as the regional collections point of escalation for internal stakeholders, property teams, and outside counsel.
- Develop and maintain strong relationships with third-party vendors, collection attorneys, and legal partners across all markets to ensure effective coordination and performance.
- Collaborate with the Director, Accounts Receivable and senior leadership on strategic initiatives, market expansion planning, and enterprise-wide process improvement efforts.
- Represent the regional collections function in cross-functional forums, leadership reviews, and client-facing engagements as needed.
Additional Duties:
- Practices and adheres to FirstService Residential Global Service Standards.
- Always conducts business with the highest standards of personal, professional and ethical conduct. ▪ Performs or assists with any operations required to maintain workflow and to meet schedules.
- May participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain a specified level of knowledge pertaining to new developments, requirements, policies, and regulatory guidelines.
- Follows all policies and Standard Operating Procedures as instructed by Management.
Skills and 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:
- 5+ years of hospitality/ customer service experience required
- CMCA or M100 certification a plus
- Property management experience preferred
Physical Requirements:
- This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk, and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 30 lbs.
- 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
Supervisory Responsibilities:
- Direct supervisory responsibility for a geographically distributed team of collections leaders across multiple markets, including Managers and Supervisors depending on market maturity and size. At launch, this role oversees collections leadership across California, Arizona, Missouri, Minnesota, and Illinois, with the scope of direct reports expected to expand as FirstService Residential enters new markets. Responsible for building a high-performing regional team culture, ensuring consistent leadership quality across all markets, and developing the next generation of collections leaders within the organization.
Work Location: Scottsdale, AZ
Work Hours: Monday-Friday with 1-2 days Flexible
What We Offer:
- 10 company paid holidays
- Paid volunteer time
- Paid sick and vacation time
- Medical, dental, vision
- HSA and FSA
- Company paid life insurance and Employee Assistance Plan
- Supplemental life, disability, accident, critical illness, hospital indemnity
- Identity theft, legal services
- Pet insurance
- 401(k) with company match
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.
Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.
Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.
Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a “reasonable accommodation,” as defined under applicable disability laws, may make a request through our designated contact channel
national_recruiting@fsresidential.com
.
Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at
national_recruiting@fsresidential.com
; we will respond in accordance with Local Law 144, within 30 days.