Resident Retention and Renewals Specialist

Resident Retention and Renewals Specialist

Windward Communities is seeking a Resident Retention and Renewals Specialist. This role oversees renewal processing for existing residents and supports portfolio-wide resident account health by tracking renewals, managing delinquency workflows, and coordinating required notices and documentation, serving as a key operational partner to Property Managers while delivering professional, resident-first service.

• Generate and distribute renewal offers for eligible Residents in accordance with company standard operating procedures; track responses and follow up as required.
• Prepare, issue, and countersign renewal leases; update property management software with executed lease terms and ensure data accuracy.
• When renewal offers are not accepted, enter notice to vacate information into property management software and notify the Property Manager.
• Serve as a portfolio-level resource to Property Managers regarding renewal status, lease execution, and resident account activity.
• Send late notices to delinquent Residents in accordance with established policies and applicable regulations.
• Manage delinquent Resident accounts through established resolution and recovery processes.
• Prepare and process Justice of the Peace (JP) Court filings related to evictions and non-payment.
• Attend JP Court proceedings as required and track outcomes.
• Follow up on pending JP Court actions, including additional filings when necessary.
• Coordinate the handoff of unresolved delinquent accounts to third-party collection agencies in accordance with company policy.
• Maintain accurate, complete, and audit-ready documentation related to renewals, notices, court filings, and collections activity.
• Ensure all renewal, delinquency, and eviction actions comply with applicable local, state, and federal regulations.
• Track and report on key metrics related to renewals, delinquency, evictions, and collections activity; escalation high-risk accounts as appropriate.
• Communicate professionally and empathetically with Residents regarding renewals, account status, and resolution options.
• Identify opportunities for process improvement related to renewals, delinquency management, and eviction workflows

Key

Skills:

• Comfortable with multi-channel communications
• Skilled in building rapport with customers
• Excel at follow-up and organization
• Attention to detail in renewal processing and JP Court filing procedures
• Adaptable to tech enabled workflows (e.g., coordinating with AI tools/CRM)
• Strong written and verbal communication and tech fluency

• 2+ years of experience in multifamily property management, lease administration, Resident accounts, or a related role.
• Demonstrated experience handling lease renewals, Resident notices, and delinquent accounts in a multifamily or residential portfolio.
• Working knowledge of eviction processes and court filings (JP Court or equivalent), including documentation and follow-up.
• Strong proficiency with property management software and Microsoft Office (or Google Workspace), with a high level of accuracy and attention to detail.
• Proven ability to communicate professionally and empathetically with Residents, Property Managers, and external partners while enforcing policies and procedures.

The responsibilities and skills 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 regularly required to stand, walk, climb stairs, use hands to handle or feel objects, tools, or controls, and reach with hands and arms.

Work environment
While performing the duties of this job, the employee regularly works in outside weather conditions. The employee is frequently exposed to cold, wet and/or humid conditions. The noise level in the work environment is usually moderate.