Position Summary and Job Magnitude

The Operations – Centralized Administrator is responsible for executing standardized administrative workflows that support leasing, operations, resident accounts, and bad debt management across the portfolio.

This role owns the centralized bad debt administration process, including delinquency tracking, collections coordination, documentation, and write-off preparation. Work is executed primarily through Entrata and EliseAI, ensuring accuracy, consistency, compliance, and timely completion while reducing administrative burden on site teams.

Essential Functions and Basic Duties

Bad Debt & Delinquency Ownership

• Own centralized delinquency tracking and aging management across the portfolio.
• Issue required notices and manage structured follow-up workflows in accordance with policy.
• Coordinate with third-party collection agencies, ensuring accurate account placement and documentation.
• Prepare complete write-off recommendation packages for leadership review and approval.
• Maintain bad debt reporting dashboards and proactively flag risk trends or material exposure.
• Ensure all delinquency and collection files are audit-ready and compliant.

Administrative Execution & Task Management

• Execute assigned administrative tasks accurately within established service-level expectations.
• Manage workload across multiple properties or functions as assigned.
• Escalate delays, exceptions, or capacity constraints proactively.

Application & Lease Processing Support

• Support application intake, documentation review, and lease execution processes following standardized workflows.
• Ensure documentation is complete, properly recorded, and audit-ready in Entrata.
• Route exceptions or approval requirements appropriately.

Resident Account & Record Management

• Maintain accurate resident records, account updates, and documentation standards.
• Ensure account notes, payment plans, and delinquency communications are properly documented.
• Support reporting accuracy by maintaining disciplined system entries.

Communications & Call Handling

• Manage routine resident and applicant communications routed through EliseAI.
• Respond professionally in accordance with service standards.
• Escalate complex or sensitive issues appropriately.

System Discipline & Process Adherence

• Maintain accurate, timely system entries within Entrata and EliseAI.
• Follow standardized workflows, documentation requirements, and escalation protocols.
• Participate in training and adoption of process improvements.

Systems & Tools Used

• Entrata – Property Management System
• EliseAI – Leasing and resident communication platform
• Reporting and workflow management tools

Qualifications

Education: Recognized College Diploma or University Degree

Skills/Abilities:

• Strong attention to detail and comfort in high-volume, system-driven environments.
• Ability to manage confidential financial information with discretion.
• Clear communicator with strong organizational skills.

Experience Required:

• 3–5+ years of administrative, accounts receivable, or property operations experience.
• Experience managing delinquency, collections, or bad debt workflows preferred.
• Experience as a residential leasing agent or sales expert with organizational skills (2 years).
• Familiarity with property management software preferred (Yardi, MRI, Entrata, Rent Cafe).

Performance Measurements

Success Measures & Key Performance Indicators (KPIs)

Bad Debt Performance

• 95%+ of delinquency files actioned within required timeline.
• 100% of accounts placed with collections contain complete and compliant documentation.
• Write-off packages prepared accurately and submitted within monthly close deadlines.
• Aging reports maintained with 98%+ accuracy.

Accuracy & Quality

• 98%+ administrative accuracy, measured by reduced rework and corrections.
• Documentation remains audit-ready and compliant.
• Timeliness & Service Levels
• 95%+ of assigned tasks completed within service-level expectations.
• Backlogs are communicated early and resolved promptly.

System Discipline

• 95%+ of administrative activity executed and documented within required systems.
• Records support accurate reporting and downstream execution.
• Communication & Team Contribution
• Communications are professional, timely, and aligned with service standards.
• Feedback and coaching are incorporated consistently.
• Demonstrates proactive identification of process improvements.

Working Conditions

Hours per Week: 44 hours per week (may need to work more as required)

Indoor/Outdoor: Indoor

Level of Interruption: High

Stress Level: Moderate

Travel Outside of Location: Minimal