Assistant Director of Resident Services - UMass Boston

Job Title

Assistant Director of Resident Services

Director of Housing Operations

University of Massachusetts Boston

$65, per year and a comprehensive benefits package

Non-Exempt

The Assistant Director of Resident Services is responsible for monitoring housing applications, processing housing assignments and all activities as it relates to marketing, licensing and collections for the residential community at UMass Boston. Collaboration with multiple areas of responsibility is critical. Projecting a customer-focused and professional image through in-person, email and telephone interaction with all internal and external customers is essential.

• Oversee the housing assignments process for the community.
• Monitors and responds to questions from students regarding their housing applications, licensing or housing assignments.
• Monitors student housing e‑mail account and responds to e‑mails.
• Coordinates and processes early arrival requests for students.
• Assist with fall and spring student move‑in and move‑out of the residence hall.
• Oversees and monitors housing waiting list requests.
• Oversees occupancy reporting, including semester verification, rosters weekly reports, forecasting and record keeping.
• Processes housing accommodation requests approved through UMass.
• Participate in educational housing presentations for prospective students.
• Collaborates with residence life staff to process and implement room change requests.
• Provides general clerical support for the office.
• Participates in training for professional and student staff.
• Provide accurate records with regards to past due accounts and assist with collections as necessary.
• Be a customer service representative of the community.
• Assist in maintaining policy and procedure manuals and maintaining key logs and protocol.
• Assist with application and contract audits as necessary.
• Serve as main contact for and manage resident payments including processing deposits, payment plans, deferments and collections through an agency.
• Assist with budget preparation.
• Other duties as assigned.

• High School diploma required (Bachelor’s degree preferred in business or related field).
• 2-4 years of related experience in student housing assignments/operations/administration, property management operations or office management.
• Demonstrated ability to work independently and collaboratively with other staff members.
• Proven ability to manage confidential and sensitive matters with discretion and sound judgment.
• Strong customer service skills with the ability to resolve issues and elevate concerns appropriately.
• Demonstrated organizational, time management, and prioritization skills in a fast-paced environment.
• Excellent interpersonal and communication skills (oral and written).
• Strong computer proficiency, including Word, Excel, Outlook and other software systems.
• Knowledge or ability to learn student housing software systems.
• Knowledge and understanding of organization structure, workflow and operating procedures.
• Knowledge of administrative and clerical procedures and systems such as managing files and records, designing forms, and other office procedures and terminology.
• Ability to operate standard office equipment, including computers, video monitoring systems, copier and printer.
• Ability to move and lift up to 35 pounds.
• Ability to work 100% in-office Monday-Friday during posted office hours.

Monday-Friday 9:00am-5:00pm. Occasional after-hours as needed during the summer, move‑in and move‑out seasons.

The work environment is mid‑to‑high paced. The noise level is usually moderate.

Required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms and talk or hear. Frequently required to climb or balance and stoop, kneel, crouch or crawl. Occasionally required to sit. Must occasionally lift and/or move up to 35 pounds.

Salary commensurate with experience. Competitive benefits package, including health benefits, dental benefits, vision coverage, and 401K.

To provide equal employment opportunities to all individuals, employment decisions at Capstone On‑Campus Management (COCM) will be based on qualifications and abilities. COCM does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, marital status, veteran status or any other characteristic protected by law.