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 Account Settlement Agent (ASA) is responsible for the daily tasks related to collection efforts of a portfolio of customer accounts.  The ASA will effectively communicate and support the Department’s collection goals, while providing quality customer service.  The ASA will be accountable for reducing final account balances for assigned accounts and perform other assigned tasks and duties necessary to support the Account Settlement Department.

The Money Tracker

• Receive payment from previous residents and posts receipts into OneSite
• Reconcile all payments on a daily basis and prove deposits with detail and accuracy
• Verify cash reports to daily collection
• Be accountable for reducing final account balances for assigned accounts and perform other assigned tasks and duties necessary to support the Account Settlement department
• Present payment status plan and information to management for collection meetings

The Record Keeper

• Maintain documented information i.e., FAS, invoice copies, proofs of delivery, etc.
• Thoroughly document all collection and follow-up communication in the collection management software
• Overcome stalls and objections and suggest solutions for debt payment
  Process check-by-phone and/or ACH requests accurately
• Meet monthly individual goals as set by the Account Settlement Manager

The Customer Devotee

• Reconcile Final Account Statements with residents
• Maintain effective professional communication with residents and ASM
• Process and send correspondence to residents to resolve collections, reconciliation issues, and disputed charges
• Make and receive calls, consistently following the collection call model and techniques
• Communicate effectively and support the department’s collection goals, while providing quality customer service

The Impact You Can Make

• Final account balances have never been lower, collection rates have never been higher, and everything just seems right in the world again, thanks to all your hard work.
• Customers feel so engaged, so well cared for, and so happy with the customer service you’ve provided – they tell everyone they know that Cortland is the absolute best multifamily real estate company around.
• The Account Settlement Manager jumps for joy every month when they see how you and the other Account Settlement Specialists have not only met, but somehow surpassed, collection goals!
• Strong 2+ years’ experience in a property management collections role

• High school diploma required; some college preferred
• Excellent interpersonal and customer service skills; ability to deal with customers in a friendly, courteous, timely, and thorough manner
• High level of organizational skills, time-management expertise, and attention to detail; ability to prioritize workload and meet tight deadlines
• Ability to work independently as well as part of a team
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• Strong negotiation skills
• Proficiency in Microsoft Office Suite

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 we’re 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 Careers@cortland.com 

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.