Centralized Operations Specialist

Gates Hudson & Associates•Fairfax, VA

About The Position

Gates Hudson is seeking a detail-oriented and customer-focused Centralized Operations Specialist to join our Centralized Operations team. This role supports the operational success of our residential property management portfolio by managing centralized lease renewals, resident collections, reporting, and resident communications through AI-powered technology and standardized workflows. Working closely with on-site teams, the Centralized Operations Specialist helps drive resident retention, reduce delinquency, improve operational efficiency, and deliver an exceptional resident experience while ensuring compliance with company policies and applicable regulations.

Requirements

High school diploma or equivalent required; Associate's degree or higher preferred.
Two (2) or more years of experience in residential property management, lease renewals, leasing administration, collections, accounts receivable, or a related field.
Experience utilizing property management software; Yardi CRM experience preferred.
Familiarity with Renew, Elise Collect, or similar AI-powered leasing and collections platforms preferred.
Working knowledge of Fair Housing, FDCPA, landlord-tenant laws, lease administration, and collections best practices.
Strong customer service, communication, negotiation, and conflict resolution skills.
Excellent analytical skills with the ability to prepare, interpret, and communicate operational reports.
Proficiency in Microsoft Office Suite, including Excel and Word.
Strong organizational skills with exceptional attention to detail and accuracy.
Ability to manage multiple priorities and meet deadlines in a fast-paced, centralized environment.

Nice To Haves

Bilingual (English/Spanish) preferred.
A customer-focused mindset with a commitment to delivering exceptional service to residents and internal partners.
Strong judgment and professionalism when handling confidential or sensitive resident matters.
The ability to leverage technology to improve efficiency and enhance the resident experience.
A collaborative approach with the ability to build strong relationships across property teams and corporate departments.
A continuous improvement mindset with a focus on operational excellence and process optimization.

Responsibilities

Manage the centralized lease renewal process using Renew and other property management systems.
Monitor upcoming lease expirations and ensure renewal offers are prepared and delivered accurately and on time.
Conduct resident outreach through direct communication and AI-assisted platforms to facilitate timely lease renewals.
Maintain accurate lease renewal records and documentation within company systems.
Review renewal activity and resident retention trends, providing recommendations to improve renewal performance.
Prepare and distribute renewal reports based on operational, client, and leadership needs.
Partner with on-site teams to ensure a consistent and seamless lease renewal experience across the portfolio.
Assist with notices to vacate, ensuring accurate documentation and compliance with lease agreements.
Manage centralized collections efforts utilizing Elise Collect and other property management platforms.
Monitor delinquent resident accounts and coordinate collection communications while ensuring compliance with the Fair Debt Collection Practices Act (FDCPA), Fair Housing requirements, and applicable landlord-tenant laws.
Conduct resident outreach, negotiate payment arrangements when appropriate, and accurately document collection activity.
Analyze delinquency trends and identify opportunities to improve collection strategies and reduce outstanding balances.
Produce collections reporting for clients and internal leadership.
Maintain complete and accurate collection records within company systems.
Maintain knowledge of available rental assistance programs and community resources to assist residents when appropriate.
Serve as the first point of escalation for resident concerns related to renewals and collections.
Resolve sensitive resident matters with professionalism, discretion, and a customer-first approach.
Collaborate with property management teams to ensure consistent execution of centralized operational processes.
Identify opportunities to improve workflows, technology utilization, and operational efficiencies.
Provide cross-functional support to the Centralized Operations team as business needs require.
Ensure compliance with Fair Housing regulations, company policies, and client requirements.