Assistant Director of Resident Services - UMass Boston

COCM•Boston, MA

94d•$65,000 - $70,000•Onsite

About The Position

The Assistant Director of Resident Services supports residential housing operations at the University of Massachusetts Boston. The role monitors housing applications, processes housing assignments, and handles activities related to marketing, licensing, and collections. It requires collaboration across multiple areas and a customer-focused, professional approach in person, by email, and by telephone. The position also supports occupancy reporting, resident payments, housing accommodations, move-in and move-out, collections, office administration, and budget preparation. The role is based entirely in the office, Monday through Friday during posted office hours, with occasional after-hours work as needed during summer and move-in and move-out seasons. The work environment is mid-to-high paced, with usually moderate noise.

Requirements

High school diploma required.
2–4 years of related experience in student housing assignments, operations or administration, property management operations, or office management.
Ability to work independently and collaboratively with other staff members.
Ability to manage confidential and sensitive matters with discretion and sound judgment.
Strong customer-service skills, including the ability to resolve issues and escalate concerns appropriately.
Organizational, time-management, and prioritization skills in a fast-paced environment.
Excellent oral and written interpersonal and communication skills.
Strong computer proficiency, including Word, Excel, Outlook, and other software systems.
Knowledge of or ability to learn student housing software systems.
Knowledge and understanding of organizational structure, workflow, and operating procedures.
Knowledge of administrative and clerical procedures and systems, including file and records management, form design, and office procedures and terminology.
Ability to operate standard office equipment, including computers, video monitoring systems, copiers, and printers.
Ability to move and lift up to 35 pounds.
Ability to work 100% in-office, Monday through Friday, during posted office hours.
Ability to meet the physical demands described, including regularly standing, walking, handling or feeling objects, reaching, and talking or hearing; frequently climbing or balancing and stooping, kneeling, crouching, or crawling; and occasionally sitting and lifting or moving up to 35 pounds.

Nice To Haves

Bachelor’s degree in business or a related field preferred.

Responsibilities

Oversee the housing assignments process for the community.
Monitor and respond to students’ questions about housing applications, licensing, and assignments.
Monitor the student housing email account and respond to messages.
Coordinate and process early-arrival requests.
Assist with fall and spring residence hall move-in and move-out.
Oversee and monitor housing waiting-list requests.
Oversee occupancy reporting, including semester verification, rosters, weekly reports, forecasting, and record keeping.
Process housing accommodation requests approved through UMass.
Participate in educational housing presentations for prospective students.
Collaborate with residence life staff to process and implement room-change requests.
Provide general clerical support for the office.
Participate in training for professional and student staff.
Maintain accurate records of past-due accounts and assist with collections as necessary.
Represent the community in a customer-service capacity.
Assist with maintaining policy and procedure manuals, key logs, and protocols.
Assist with application and contract audits as necessary.
Serve as the main contact for resident payments and manage deposits, payment plans, deferments, and collections through an agency.
Assist with budget preparation.
Perform other duties as assigned.