Senior Manager, Resident Account Care

Welcome! Interested in becoming a Ranger? Read more.

At RangeWater, we look for people who show up and work together to achieve success and make positive impacts on the lives we touch and enrich the communities we serve, as people are at the heart of everything we do. As a Ranger, we encourage you to explore possibilities and solutions for your own career success story and apply the same enthusiasm to help RangeWater remain THE leader and powerful force in Multi-Family Real Estate.

Our Team Members play a pivotal role in the success of the company’s performance, and we look forward to witnessing your successful journey as a Ranger!

Culture: Companies with a strong culture and a higher purpose perform better in the long run.

Core Values (words to live by): People-focused, Collaboration, Integrity, Service, Results-driven, Experience-centric, and Innovation.

What’s in for you? Our leaders care about the well-being of all Rangers and recognize the importance of work-life balance. That’s why we offer competitive paid time off and benefits.

PTO/Benefits:

· Two + Weeks of PTO

· Paid Holidays

· Medical, dental and vision insurance

· 401(k) Enrollment Opportunity

· Employer Paid Basic Life and Short-Term Disability

· Paid Parental Leave for Birthing and Non-Birthing Parents (after 6 months)

· Potential opportunity for savings in rent (property and ownership specific)

· Cell Phone Allowance

· And more!

Job Description

What does this role entail? The Senior Manager, Resident Account Care is responsible for designing, launching, and scaling RangeWater’s internal program dedicated to managing former resident account resolution and service. This includes building a best-in-class platform for deposit accounting, in-house recovery, and customer care during the move-out process. The role is tasked with driving strategic development, creating policies and workflows, and ensuring compliance, accuracy, and efficiency across all aspects of the program. Working cross-functionally with Legal, Operations, Accounting, and site teams, this position plays a critical role in shaping the future of former resident engagement, optimizing recovery performance, and delivering a consistent, high-quality offboarding experience.

Essential Roles You Will Play:

Design and build the Former Resident Services program from the ground up, including internal recovery, deposit accounting, and service workflows.

Define policies, procedures, communication standards, and escalation paths to support scalable operations.

Establish long-term program goals and milestones aligned with company strategy and performance targets.

Identify and implement technology solutions to support automation, visibility, and compliance.

Monitor market trends and industry benchmarks to continuously evolve and improve the program.

Develop and manage internal strategies for collecting former resident balances.

Create outreach plans, payment plan options, and resolution workflows.

Build dashboards and reporting to monitor recovery effectiveness, comparing in-house efforts to third-party collections.

Ensure the program is fully compliant with federal and state debt collection regulations.

Act as the primary resource for site teams needing support with account resolution.

Lead the creation and implementation of initiatives aimed at improving resident satisfaction during move-out.

Oversee dispute resolution workflows and support ticket processes related to final account balances.

Design tools and templates to standardize communication and issue resolution.

Analyze trends in disputes, complaints, and escalations to refine policies and training.

Build and manage a high-performing team to support program execution and growth.

Train and mentor staff on systems, standards, and compliance procedures.

Collaborate with Legal, Accounting, and Operations to align objectives and ensure consistency in execution.

Deliver internal training and change management communications as the program scales.

Lead strategic initiatives, special projects, and pilots to test and expand new service capabilities.

Other duties as assigned. 

Work Hours and Work Environment:  

Hours of Operation: Monday – Friday: 8am – 5pm

Essential Requirements: Exempt employees are expected to adhere to the standard workweek schedule and work any hours necessary to perform the duties of the job. Must be able to perform the essential job functions unaccompanied.

Qualifications Summary:

To perform this job successfully, the requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Education and Experience:

Education: Must possess a high school education; however, a BA/BS degree preferred.

Experience Preferred: Employment history that demonstrates on-site property management experience preferred. Customer service, leasing and fair housing knowledge required. Proficiency in property management software (e.g., Yardi, Entrata) and Microsoft Office. Strong understanding of Landlord/Tenant laws and regulations. Experience in collections, delinquency and/or receivables management. Excellent communication, organizational skills  and detail-oriented with a focus on accuracy required. 

Computer Skills: Demonstrated proficiency in Internet, word processing, spreadsheet, presentation, computer and web-based training software, and database management programs in order to complete required reports and employment documents.

Licenses and Certificates Requirements:

Licenses: Current Valid Driver's License

Certifications: None

Physical Requirements:

Weights Requirements: Must be able to push, pull, lift, carry, or maneuver weights up to twenty (20) pounds independently and fifty (50) pounds with assistance.

Mobility Requirements: The employee is frequently required to stand, walk, reach with hands and arms, climb, stoop, and squat. Intermittently required to sit and perform keyboard work.

Travel Requirements: Routine local travel may be required to run business-related errands including but not limited to meetings and training. Non-local travel may be required for business-related responsibilities.

Additional Information:

RangeWater is a drug-free, harassment free workplace, and an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.  Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability, or veteran status.