Centralized Ops Specialist

UDR Careers•Highlands Ranch, CO

1d•Onsite

About The Position

UDR, Inc. is seeking Centralized Ops Specialists to join their team at the corporate office in Highlands Ranch. This role is a temporary position expected to last approximately 3 months, from July to September. The primary responsibility is to collaborate with onsite community management to ensure a positive experience for prospective and current residents throughout the touring, leasing, approval, signing, and renewal processes. The specialist will adhere to high standards of sales, renewals, self-guided touring, application/lease, and compliance best practices as outlined by management.

Requirements

Associate Degree or equivalent combination of education and experience required.
Minimum of two years’ sales/direct customer service experience required.
Customer relationship development experience is required.

Nice To Haves

Office administration experience preferred.
Property management/leasing experience preferred.

Responsibilities

Complete outbound new lead follow-up to prospective renters via text, email, and phone, focusing on engaging prospects in leasing conversations at assigned UDR communities.
Inform prospects about apartment community selling features, match them to suitable apartment homes, overcome objections, and upsell floor plans or communities.
Set appointments for prospects to tour communities based on apartment availability.
Work autonomously to meet strict weekly/monthly sales metrics.
Balance high-volume new lead outreach with ongoing prospect conversations.
Utilize a Customer Relationship Management (CRM) system to document interactions, create prospect journeys, and schedule follow-ups.
Ensure follow-through on engaged prospects until they are considered “disengaged,” managing time efficiently to respond to leads.
Utilize online leasing to secure applications via the website, assist in screening and troubleshooting, and hand off to the Centralized Application and Lease team.
Complete outbound follow-up to residents in pending lease renewal stages via phone, email, and text, focusing on customer service for residents on notice to vacate or with renewal questions.
Discuss lease renewal terms and rates, selling renewal benefits, overcoming objections, and discussing market conditions' impact on rates.
Manage the flow and promotion of early-bird renewal offers and pricing resets, creating a sense of urgency.
Bring rate negotiations, unit upgrade requests, and lease term length negotiation requests to Pricing or Regional Management.
Reset expired offers or adjust renewal offer amounts based on approved negotiations.
Audit rentable and non-rentable items to ensure accurate renewal pricing and verify renters’ insurance.
Manage and maintain an Excel renewal tracking spreadsheet/file and Sugar CRM, updating resident records in the property management system with detailed notes.
Effectively communicate with prospects during tours, utilizing tools like SmartRent and property maps.
Ensure follow-through on all residents until renewal is signed or they have given notice and moved out.
Administer full cycle application review, approval/denial, income verification, lease generation, and collection of applications within a designated region.
Verify application qualifications and ensure accuracy of lease information and timely signature collection.
Verify government-issued photo IDs, parking/vehicles, pets, and other rentable items before generating the lease.
Adjust resident ledgers, apply concessions, and collaborate with Business Managers for accuracy.
Notify future residents of application status, prepare move-in paperwork, ensure all necessary documents are signed, and applicable deposits are paid.
Communicate and verify compliance with mandatory renters’ insurance and Rhino before move-in.
Adhere to UDR legal and audit requirements, federal, state, and local fair housing regulations.
Thoroughly complete and enter application information into CRM, maintaining meticulous notes.
Perform initial outreaches for the application department, requesting proof of income, ID, and receipts.
Perform other duties as assigned or as necessary.