Bilingual; English & Spanish Centralized Success Specialist

Overview

UDR, Inc. is now hiring a Bilingual (English & Spanish) Centralized Success Specialist to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES:

A customer service-oriented professional responsible for engaging with prospective and current residents to drive lease execution, renewals, application review, and overall customer satisfaction for a portfolio of apartment communities. Accountable for outbound follow-up, relationship-building, and effective communication with both customers and key stakeholders in property operations. Partners with onsite community management for cross collaboration to ensure current and future residents have a positive leasing and renewing experience.

SUPERVISION RECEIVED:
Reports to the Team Lead – Centralized Success

SUPERVISION EXERCISED: N/A

• Conduct proactive outbound communication via phone, email, and text to prospective renters and current residents to generate leases, secure renewals, and maintain occupancy goals within assigned communities.
• Provide exceptional customer service by effectively communicating community features, pricing, lease details, and renewal terms, while addressing customer questions and overcoming objections with professionalism and empathy.
• Ensure timely responses to applicant inquiries, communicating final application decisions, in accordance with all legal requirements and company policy.
• Schedule and complete follow-up tasks to re-engage prospects, applicants and residents based on their desired outreach cadence.
• Maintain consistent communication with inbound messages from prospects, applicants, and residents in alignment with our service level agreement.
• Notify the future resident of receipt/approval of the application, prepare resident move-in paperwork, ensure the new resident signs all necessary paperwork (leases, addenda, notices, etc.) and pays applicable deposits. Prepare new residents file according to company requirements.
• Coordinate seamless handoffs to the centralized compliance team or on-site teams. Partner closely with on-site management and cross-functional teams to ensure smooth handoffs between the centralized team and property operations throughout the leasing and renewal process.
• Utilize Funnel CRM to document all customer interactions, manage follow-up tasks, and maintain accurate, detailed records of prospect and resident engagement in accordance with standard operating procedures and best practices.
• Proactively identify at-risk residents (e.g., those indicating dissatisfaction or planning to move) and implement targeted outreach or offers to improve retention and reduce turnover.
• Foster trust-based relationships with prospects and residents by delivering a personalized and consultative customer experience.
• Capture and relay customer feedback or recurring themes to leadership for process and service improvement.
• Ensure compliance with Fair Housing laws, UDR policies, and all applicable regulations related to leasing, applications, and renewals.
• Accurately prepare, verify, and communicate lease or renewal terms, incentives, and related details to customers, coordinating with Pricing and Regional Management as needed for approvals.
• Provide coverage or support to other specialists (Sales, Renewals, or Application & Leasing) as needed to ensure portfolio balance business goals are met.
• Monitor individual performance metrics through Power BI and other reporting tools to assess performance against targets and identify opportunities for improvement.
• Maintain consistent communication cadence with leads, applicants and residents to ensure timely responses and effective follow-through on all renewal and leasing opportunities.
• Collaborate with peers and leadership to identify and propose process improvements that enhance operational efficiency and elevate the customer experience.
• Demonstrate expert knowledge of UDR’s portfolio, market positioning, and value proposition to effectively promote available homes and renewal benefits.
• Establish rapport with on-site sales associates at assigned properties across a diverse asset-quality and geographic region. Facilitate a culture of…