Resident Services Manager

Job Description

The Resident Services Manager’s primary goal is to assist the Community Manager with the property’s daily operations and management, with a detailed focus on account receivables and servicing our residents.  The Resident Services Manager places our residents’ needs, requests, and follow-up as a top priority.  The Resident Services Manager should always maintain a level of professionalism and courtesy.

Reports to: Community Manager
Direct Reports: None

Responsibilities:
The duties listed below are an outline of the Resident Services Manager’s responsibilities and should not be considered an all-inclusive list.  As the needs of the community change, these duties may be modified as needed.

Financial Management

• Oversee the timely collection of rental and miscellaneous income due from current and former residents
• Make daily bank deposits by check scanner or manual deposit
• Ensure accuracy of daily bank deposits and account data entry
• Manage resident accounts and closely monitor delinquencies
• Prepare balance due and credit memos
• Prepare delinquency report and recap collection efforts
• Process evictions
• Negotiate payment plans for former resident balances
• Work closely with the collection agency on collecting former balances
• Assist the Community Manager in preparing for month end pre-close and process month end financial reporting
• Assist the Community Manager with the accounts payable process

Customer Service

• Understand the needs and expectations of residents, prospective residents, clients, and vendors and exceed their expectations
• Maintain active and effective communication with residents, parents, and university personnel
• Contribute to the monthly newsletter and resident communications
• Develop and maintain a positive sense of community for both residents and associates and encourage participation in events and activities
• Assist in mediation and resolution of resident conflicts by encouraging the respect for and appreciation of individual differences
• Develop and maintain resident retention programs

Leasing & Marketing

• Assist with Leasing & Marketing, as needed

General Administration

• Ensure confidentiality of client, resident and company information
• Help coordinate and attend all staff meetings and any special or emergency meetings
• Understand and adhere to the Landmark Properties policies and procedures and Fair Housing laws
• Maintain a clean and professional work environment
• Assist in corporate projects as requested
• Assist the Community Manager with the daily operations of the property

Personnel

• Assist in development and supervision of staff

Facilities

• Assist the Community Manger in creating and implementing a successful turn plan
• Ensure the staff is utilizing the Facilities module in Entrata to track, close, and follow up on all service requests
• Regularly walk the property to identify and address maintenance issues
• Assist the Community Manager and maintenance team in quarterly inspections of each unit to identify and address maintenance issues
• Initiate billing and collection of charges for damages discovered in quarterly inspections

Risk Control

• Understand, communicate, and enforce community safety, emergency, and fire evacuation policies and procedures, providing emergency response and referral services and resources
• Document and address behaviors of residents that violate the law or the community lease agreement
• Identify and report safety and security risks to the Community Manager
• In the absence of the Community Manager, prepare and submit incident reports
• Assist the Community Manager in handling emergency situations in conjunction with the corporate team

Requirements

• Bachelor degree strongly preferred, high school diploma required
• 2 years of experience in various positions in a residential rental community is preferred
• Student housing experience is STRONGLY preferred
• Strong financial, organizational, analytical and decision-making skills
• Strong internet, word processing, and spreadsheet skills
• Must have excellent communication, management, and people skills
• Entrata experience preferred

Work Environment

• The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee may infrequently drive a vehicle (intrastate and interstate travel) or be subject to air travel for purposes of Company business.

Landmark Properties is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.