Resident Services Manager - The One at University City

Landmark Properties•University City, FL

About The Position

The Resident Services Manager assists the Community Manager with the property’s daily operations and management, with a focus on accounts receivable and resident service. The role prioritizes residents’ needs, requests, and follow-up, and requires professionalism and courtesy. The position has no direct reports and reports to the Community Manager. Responsibilities span financial management, customer service, leasing and marketing support, general administration, personnel, facilities, and risk control. The manager oversees rent and other income collection, resident accounts, deposits, delinquency follow-up, evictions, payment plans, former-resident collections, and financial reporting support. They maintain effective communication with residents, parents, university personnel, clients, and vendors; contribute to resident communications and retention; and help foster a positive community. They also support staff development, property maintenance and inspections, service-request tracking, safety procedures, incident reporting, and emergency response.

Requirements

High school diploma required.
Strong financial, organizational, analytical, and decision-making skills.
Strong internet, word-processing, and spreadsheet skills.
Excellent communication, management, and people skills.

Nice To Haves

Bachelor’s degree strongly preferred.
Two years of experience in various positions in a residential rental community preferred.
Student housing experience strongly preferred.
Entrata experience preferred.

Responsibilities

Oversee timely collection of rental and miscellaneous income from current and former residents.
Make daily bank deposits by check scanner or manual deposit and ensure the accuracy of deposits and account data entry.
Manage resident accounts, monitor delinquencies, prepare balance-due and credit memos, and prepare delinquency reports and collection recaps.
Process evictions, negotiate payment plans for former-resident balances, and work with the collection agency on former balances.
Assist the Community Manager with month-end pre-close, financial reporting, and accounts payable.
Understand and exceed the needs and expectations of residents, prospective residents, clients, and vendors.
Maintain effective communication with residents, parents, and university personnel.
Contribute to the monthly newsletter and resident communications.
Help build a positive community, encourage participation in events and activities, and support mediation and resolution of resident conflicts.
Develop and maintain resident retention programs.
Assist with leasing and marketing as needed.
Maintain confidentiality of client, resident, and company information; coordinate and attend staff, special, and emergency meetings; and follow company policies, procedures, and Fair Housing laws.
Maintain a clean, professional work environment and assist with corporate projects and the property’s daily operations.
Assist in the development and supervision of staff.
Assist the Community Manager in creating and implementing a successful turn plan.
Ensure staff use the Entrata Facilities module to track, close, and follow up on service requests.
Walk the property regularly to identify and address maintenance issues.
Assist the Community Manager and maintenance team with quarterly unit inspections and follow-up on maintenance issues.
Initiate billing and collection of charges for damages found during quarterly inspections.
Understand, communicate, and enforce community safety, emergency, and fire-evacuation policies and procedures, including emergency response and referral services.
Document and address resident behaviors that violate the law or community lease agreement.
Identify and report safety and security risks to the Community Manager.
Prepare and submit incident reports when the Community Manager is absent.
Assist the Community Manager with emergency situations in coordination with the corporate team.