Applicant Support Specialist

Highmark Residential, LLC•Addison, TX

7d•Onsite

About The Position

Own the rental application process from submission through final decision for conventional and affordable communities. Provide responsive support to applicants and onsite teams while ensuring applications are complete, accurate, timely, and processed consistently with company policy and applicable requirements.

Requirements

High school diploma or equivalent required; associate or bachelor's degree preferred.
Two or more years of multifamily leasing, property operations, application processing, applicant screening, or related customer support experience required.
Working knowledge of rental applications, applicant screening, income and identity verification, rental history review, and supporting documentation.
Experience supporting both conventional and affordable housing applications preferred; ability to learn program-specific requirements is required.
Experience with a property management software (PMS) and online leasing or applicant platforms required.
Knowledge of Fair Housing requirements and consistent application of rental criteria.
Strong judgment and attention to detail, with the ability to research discrepancies, identify potential fraud indicators, and escalate exceptions appropriately.
Excellent written and verbal communication skills with the ability to support applicants, leasing teams, property leaders, and senior operations leaders professionally.
Ability to manage a high volume of applications and tickets, prioritize competing deadlines, document work accurately, and follow issues through resolution.
Ability to work independently, collaborate across departments, adapt to changing processes, and maintain confidentiality of applicant information.

Nice To Haves

associate or bachelor's degree preferred.
Experience supporting both conventional and affordable housing applications preferred

Responsibilities

Manage assigned rental applications from submission through final decision, including applicant communication, document collection, screening review, follow-up, and status updates.
Review applications and supporting documents for completeness, accuracy, and compliance with established rental criteria, company policy, Fair Housing requirements, and applicable conventional or affordable housing procedures.
Process and approve applications that meet established criteria; escalate screening exceptions, to the appropriate partner.
Serve as a primary point of contact for applicants, explaining requirements, requesting missing information, answering questions, and helping applicants move through the process with clear and timely communication.
Respond to tickets and requests from onsite teams regarding application status, screening results, documentation, system issues, and process requirements; own each request through resolution or confirmed handoff.
Research application discrepancies and screening results by reviewing available records, coordinating with applicants, properties, screening providers, compliance partners, and other internal teams as needed.
Maintain complete and accurate application records, notes, approvals, and supporting documentation in the appropriate systems while protecting confidential and personally identifiable information.
Monitor assigned work queues and meet established service levels for response time, application cycle time, processing accuracy, and ticket resolution.
Identify recurring applicant, property, process, or system issues; document trends and recommend practical improvements that reduce delays, rework, and applicant fallout.
Support onsite leasing teams and operational leaders by providing clear guidance, escalating urgent matters, and communicating changes to application procedures or requirements.
Assist with quality reviews, audits, testing, training, knowledge articles, and rollout support related to application systems, screening tools, and shared services processes.
Maintain working knowledge of company rental criteria, application procedures, screening platforms, property management systems, and relevant regulatory requirements.
Provide standard business-hour coverage and participate in flexible, extended-hour, or weekend coverage as business needs require.

Benefits

Continuous professional development and regular career progression sessions
Competitive pay for the market
Monthly bonus opportunities for all site associates
30% associate rent discount
Medical, Dental & Vision benefits the 1st of the month following 30 days of full-time employment
Company-provided life insurance, short term and long term disability coverage
Flexible Spending accounts
401(k) eligibility after 90 days, with 4% Highmark match
Professional Certification & Tuition reimbursement
Vacation, Sick and Personal Time off available to use after 90 days
10 paid holidays
Paid parental leave