Centralized Support Specialist

Billingsley Company • Plano, TX

7d • Remote

About The Position

The Centralized Support Specialist supports the operational success of Billingsley’s multifamily communities by serving as a centralized partner to onsite teams and managing key administrative, resident-facing, and financial workflows. This role oversees applications, lease documents, renewals, move-ins, move-outs, resident account support, delinquency follow-up, audits, and resident communications with accuracy, consistency, and urgency, and with a high level of customer care. Billingsley’s centralized services model drives efficiency, strengthens resident and prospect experiences, and supports standardized processes across the portfolio. The ideal candidate is organized, detail-oriented, service-minded, and comfortable working in a fast-moving environment where technology, process improvement, and innovation are part of the daily work.

Requirements

• High School Diploma or equivalent required
• Minimum two years of Sales, Service, or Hospitality Industry experience
• Comfortable working in a centralized or remote-support environment while maintaining a strong partnership with onsite teams.
• Strong understanding of property management workflows and resident account processes.
• Ability to manage multiple priorities and deadlines
• Proficiency with Microsoft Office software required

Nice To Haves

• College degree preferred
• prior experience in Multi-Family considered an advantage
• Experience with OneSite, Yardi, CRM platforms, AI tools, or other property management technology preferred.

Responsibilities

• Complete assigned workflows accurately and within expected timelines.
• Support consistency across communities by following approved processes, including maintaining and enforcing Standardized Operating Procedures (SOPs).
• Assist with special projects and new centralized initiatives assigned, including any additional audits or inspections.
• Analyze existing operational workflows to identify bottlenecks, inefficiencies, and opportunities for automation and improvement.
• Monitor and process applications per Billingsley guidelines, including reviewing application documentation for accuracy and completion.
• Prepare, send, and countersign lease documents within a timely manner, focusing on accuracy of lease agreement for all move-in, mid-term, and renewals.
• Maintain complete and accurate resident files with file updates completed as needed.
• Support renewal follow-up, documentation, and resident communication as necessary with the site team.
• Manage month-to-month resident tracking as assigned to ensure best practices and procedures are being adhered to, including communicating when new offers should be sent.
• Support notice-to-vacate and move-out workflows, including completing centralized tasks and resident communication.
• Partner with onsite maintenance leadership for all move out accounting, including inspections, pricing, and any additional documents needed.
• Complete Final Account Statements with accurate resident charges for damages, fees, and rent with proper documentation and photographic evidence as required.
• Support accurate billing of rent, utilities, and resident charges.
• Assist with accounts receivable and resident balance follow-up.
• Support delinquency management for assigned communities.
• Manage returned payments, in-house collections, and write-off accounts.
• Coordinate with third parties as necessary, including but not limited to legal & collection agencies.
• Complete month-end tasks and reporting to support financial accuracy and operational deadlines, such as monthly audits and pre-month end.
• Follow and enforce Fair Housing regulations, company policies, SOPs and Billingsley Standards of Excellence
• Collaborate with regional and on-site managers to ensure that centralized strategies align with local market needs while maintaining overall consistency.
• Deliver outstanding service to residents, prospects, and the internal team by communicating in a professional, timely, friendly, and solution-focused manner.
• Escalate issues in a timely manner when additional support or approval is needed.
• Embrace innovation that improves efficiency & automation, including AI tools and centralized workflows.
• Participate in training and remain adaptable as processes, systems, and responsibilities evolve.
• Identify opportunities to improve workflows and reduce manual work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED