Resident Services Manager - Standard at Seattle

Overview

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 residents. The Resident Services Manager places 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.

• Financial Management:
  Oversee the timely collection of rental and miscellaneous income 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 reports 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 residents and associates and encourage participation in events and activities;
  Assist in mediation and resolution of resident conflicts by encouraging 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 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 Manager 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;
  Provide 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.

• 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

The pay for this position is $31.00 per hour depending on a variety of factors including market factors in the geographical location where the candidate lives.

Work Environment:
The work environment characteristics described herein are representative of those an employee encounters while performing the…