Resident Services Specialist, Delinquency

Resident Services Delinquency Specialist

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

Role Overview

The Resident Services Delinquency Specialist, a vital part of the Center of Excellence (COE), delivers personalized, empathetic support to residents and internal teams through multiple communication channels across phones, email and digital channels. This role focuses on building strong resident and cross functional relationships, resolving issues promptly, and enhancing satisfaction and retention. The specialist also has foundational knowledge of the multifamily housing eviction process, understands delinquency metrics, and is familiar with relevant eviction laws. The ideal candidate is empathetic, resourceful, highly accountable, and driven to deliver an exceptional resident experience with integrity and initiative. We are looking for a dependable, detail-oriented problem solver with a service-first mindset.

Respond to resident inquiries with professionalism, urgency, and empathy

Oversee the complete eviction process across multiple communities from start to finish

Track and analyze key performance metrics related to resident delinquency and collection activities

Conduct research on federal, state, and local eviction regulations applicable to our service areas

Assist in generating reports that highlight delinquency patterns and operational outcomes

Ensure accurate documentation and data entry in systems concerning delinquency, evictions, and resident accounts

Review third-party processor platforms for data accuracy and promptly address discrepancies

Address questions about delinquency procedures from internal departments and external partners

Deliver exceptional customer service to residents by balancing compassion with policy compliance

Work closely with community teams to aid collection initiatives

Identify and recommend process improvements to enhance operational efficiency

Engage in training sessions to stay informed on eviction procedures and legal updates

Qualifications

Bachelor's degree or equivalent industry experience

2+ years' experience in sales, collections, or customer service

Experience in the multifamily industry preferred

Ability to manage confidential information responsibly

Strong time management and organizational skills

Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications

Proficiency using CRM tools in a contact center environment

Flexibility to work weekends and / or extended hours as needed

About Cortland

Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio.

Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.

Cortland is an equal opportunity employer, and we're proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and / or using our website, please email Careers@cortland.com.

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.