Resident Services Specialist, Delinquency - Atlanta, GA

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.

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 adependable 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

Bachelors 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

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 were 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

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.