Account Specialist

The Account Specialist is responsible for recovering delinquent homeowner assessment balances on behalf of community associations. This role involves managing collection efforts, reviewing account histories, communicating with homeowners, negotiating payment plans, documenting account activity, and ensuring compliance with all applicable collection regulations.

The position requires regular communication through phone, email, and written correspondence to resolve delinquent accounts while maintaining professionalism and empathy. Specialists work closely with homeowners to establish payment solutions, resolve disputes, monitor payment plans, and support organizational collection goals.

### Key Responsibilities

#### Delinquent Account Management

* Manage delinquent homeowner assessment accounts
* Review account histories prior to homeowner contact
* Update account records and collection statuses
* Ensure accounts move efficiently toward resolution

#### Communication & Customer Service

* Contact homeowners by phone, email, and written correspondence
* Explain balances, deadlines, fees, and payment requirements
* Respond to homeowner questions and disputes
* Resolve issues using a professional and solution-focused approach
* Escalate complex matters when necessary

#### Negotiation & Payment Arrangements

* Establish payment plans and installment agreements
* Negotiate settlements when appropriate
* Audit and monitor active payment arrangements
* Follow up on missed or late payments
* Maintain detailed documentation of all communications

#### Compliance & Legal Requirements

* Follow FDCPA regulations and HOA collection laws
* Maintain compliance with company policies and procedures
* Stay current on collection law updates and best practices

#### Team Support

* Collaborate with internal departments
* Assist teammates when needed
* Meet performance metrics related to recovery rates and productivity
* Participate in team meetings and process improvement initiatives

### Requirements

* Previous collections experience required
* Previous customer service experience required
* Strong communication and negotiation skills
* Strong organizational and multitasking abilities
* Attention to detail
* Ability to manage difficult conversations professionally
* Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint
* Ability to work independently and as part of a team
* Knowledge of FDCPA regulations
* Experience with collections software

### Preferred Qualifications

* Bachelor’s degree in Business, Office Administration, or related field
* Property management experience
* Community association (HOA) experience
* Bilingual skills
* Dispute resolution experience

### Work Environment

* Fully remote work-from-home position
* Virtual team environment
* Occasional travel may be required

### Physical Requirements

* Extended computer use
* Extended phone use
* Ability to lift up to 30 pounds

### Good Fit For

This role may be a strong fit for candidates with experience in collections, delinquent account management, payment negotiations, account resolution, customer service, disputes, accounts receivable collections, HOA management, property management, or financial recovery operations.