Resident Services Manager

Resident Services Manager – The Scion Group

We are seeking a Resident Services Manager to lead a team of relationship builders with a passion for delivering exceptional service to our students. The role involves managing rent collection, delinquency, resident & property accounts, and fostering community interactions across campus and off‑campus residences.

• Customer‑Centric Attitude
• Effective Communicator
• Inherent Empathy
• Master of Priorities
• Motivator

• Community Relations:
  • Resolve resident issues and disputes.
  • Respond promptly to inquiries about accounts, billing, and services.
  • Process room assignments, transfers, move‑ins, and move‑outs.
  • Confirm vacant units are ready for occupancy.
  • Create customer experiences aligning with brand.
  • Coordinate work‑order requests with staff or vendors.
  • Assist renewal efforts by building relationships and delivering WOW moments.
  • Ensure thorough knowledge of community details and market value proposition.
  • Understand and apply application, housing agreement, assignment processes, policies, and software.
• Facility and Financial Management:
  • Create confidential resident financial accounts and coordinate receivables.
  • Prepare monthly resident billings and work‑order/damage charges.
  • Enforce late, NSF, and collection policies, keeping delinquency below 2%.
  • Escalate issues to General Manager with recommendations.
  • Document payment receipts in software.
  • File evictions and deliver required notices per regulations.
  • Audit and review scheduled charges monthly.
  • Post damage charges post‑inspection and assist inspections.
  • Collect former resident balances in‑house per policy.
  • Assist month‑end reports, reconcile accounts receivable.
  • Deliver legal/resident notices per policy/state requirements.
  • Maintain activity log of delinquency and evictions.
  • Walk vacant apartments monthly and manage utility billing if applicable.
• Annual Property Turn:
  • Review and comply with Scion RSM Turn Manual instructions.
  • Ensure positive resident experience and address concerns per General Manager.
  • Send move‑out, move‑in, transfer, and partially occupied notifications on time.
  • Assess move‑out damage, calculate charges, prepare final billing or refunds.
  • Complete move‑in board before sending letters; verify scheduled billing.
  • Audit move‑out dates and recurring payments.
  • Ensure accurate one‑time and scheduled charges per Housing Agreement.
  • Process no‑show and skip residents with proper notices.
  • Send former resident notices to collections and verify accuracy.
• Team Member Management:
  • Assume additional responsibilities and cover for the General Manager as needed.
  • Participate in on‑call scheduling for property emergencies.

• College degree with 1‑2 years property management experience preferred or equivalent education/experience.
• Willingness to work flexible hours, up to six days per week during peak times.
• Experienced in accounting and property management systems; proficient in Microsoft Office.
• Highly developed interpersonal, written, and verbal communication skills.
• Ability to work effectively with all management levels and diverse resident populations.
• Strong organizational, problem‑solving, and analytical skills.
• Versatility, flexibility, and enthusiasm for changing priorities.
• Strong planning and organization for multiple complex projects with attention to detail.
• Willingness to travel occasionally as needed.
• Values a supportive environment for a diverse workforce and residents.
• Requires minimal guidance to complete general tasks.

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants without regard to race, religion, creed, nationality, color, gender, sex, sexual orientation, gender identity or expression, age, disability, genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy or other legally protected status or category under federal or state law. This policy applies to all terms and conditions of employment and The Scion Group is committed to equal opportunity.