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Delinquency Manager

Properties Supported: Middle River, MD

Position Summary

The Delinquency Manager is responsible for overseeing rent collections and delinquency management across assigned OneWall Communities. This role plays a critical part in driving financial performance by reducing aged receivables, improving on-time payment rates, and ensuring consistent, compliant collection practices. The Delinquency Manager partners closely with onsite teams and leadership to identify risks, implement solutions, and maintain positive resident relationships while enforcing company policies.

This role is accountable not only for process execution, but for measurable improvements in delinquency performance, data accuracy, and legal readiness.

Key Responsibilities

• Manage daily rent collections and monitor delinquency trends across assigned communities, with a strong focus on reducing aged receivables and improving on-time payment performance.
• Collect and process payments and conduct proactive resident outreach to resolve delinquency.
• Update required reports, including the daily rent collection tracker and delinquency management tracker.
• Implement and enforce rent collection policies, notices, and delinquency procedures consistently, ensuring full compliance with state and local regulations.
• Handle court notices through eWrit and prepare, review, and submit required documentation.
• Establish, approve, and monitor payment plans within defined company guidelines, ensuring consistency and compliance.
• Exercise decision-making authority related to delinquency escalation, payment arrangements, and exception recommendations, escalating to leadership when required.
• Determine delinquency follow-up efforts, including resident communications, delivery of required notices, approved payment arrangements, and support for legal filings or court appearances when necessary.
• Follow the yellow, orange, and red collection process and timelines.
• Attend or support eviction proceedings as needed and ensure documentation is court-ready.

• Analyze, prepare, and present delinquency and collections reports to leadership, highlighting trends, risks, and actionable recommendations for improvement.
• Make data-driven suggestions for process and performance improvement and identify additional reporting needs that support delinquency reduction.
• Partner with onsite teams to provide guidance, coaching, and enforcement of collections best practices and delinquency resolution standards.
• Work closely with Service Managers to ensure accurate move-out charges, damage billing, and timely posting of final charges.
• Maintain strong knowledge of lease terms, termination clauses, and applicable fees.

• Ensure all delinquency-related documentation and records are accurate, timely, audit-ready, and legally defensible.
• Process final account statements and ensure balances, charges, and credits are accurate prior to legal or write-off action.
• Enter and maintain accurate data in RealPage and related systems.

• Participate in final inspections or gather supporting documentation for additional charges.
• Establish and monitor key performance indicators, including delinquency rate, aged balances (30, 60, and 90+), on-time payment performance, and overall collection effectiveness.
• Create tracking mechanisms and reporting that clearly demonstrate trends and results over time.

Competencies & Behavioral Expectations

Leadership Behaviors

• Customer-Centric Mindset – Demonstrates empathy, professionalism, and urgency in all resident interactions.
• Accountability – Owns outcomes, meets deadlines, and follows through consistently.
• Problem-Solving – Identifies issues quickly and works collaboratively to resolve them.
• Communication Excellence – Communicates clearly, respectfully, and proactively with residents and team members.
• Adaptability – Manages changing priorities across communities while maintaining service quality.

Operational Behaviors

• Results-Driven – Focuses on measurable improvements in collections, delinquency reduction, and financial performance.
• Resident-Focused – Balances enforcement with service-oriented communication.
• Process-Oriented – Follows structured workflows, documentation standards, and compliance requirements.
• Detail-Oriented – Ensures accuracy in communication, reporting, and documentation.
• Time Management – Effectively prioritizes follow-ups, escalations, and reporting responsibilities.

Required Qualifications

• Previous experience in property management, collections, delinquency management, or a related field.
• Strong knowledge of rent collection practices and Fair Housing, state, and local compliance requirements.
• Excellent communication and negotiation skills with the ability to manage sensitive resident situations professionally.
• Strong analytical skills with experience tracking KPIs and preparing performance reports.
• 5 years of property management or resident-facing customer service experience preferred.
• Associate or bachelor’s degree preferred.
• Experience with property management systems (RealPage preferred).
• Strong organizational, documentation, and follow-up skills.
• Ability to manage multiple priorities across two communities.

Here is why you will love working here: 

Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position; market considerations; budgetary considerations; tenure and standing with the company (applicable to current employees); as well as the employee’s/applicant’s background, pertinent experience, and qualifications.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. All your information will be kept confidential according to EEO guidelines.