Company:
Chicagoland Apartment As
Location: Chicago
Closing Date: 24/10/2024
Salary: £150 - £200 Per Annum
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Director of Resident Services
Reports to: Vice President of Scattered-Site Management
Job Overview: The Director of Resident Services reports to the VP of Scattered-Site Management and oversees the Peak Properties Departments for applicant leasing & screening, resident management/maintenance service requests, collection services, and renewal processing for the Scattered-Site Division. This position supports Property Management in ensuring high-quality customer service to all applicants and residents.
Primary Responsibilities
Applicant Leasing & Resident Services:
- Supervise the maintenance and updates of Zoho applications via the Residential Manager, ensuring residential coordinators follow up with assigned applicants promptly.
- Oversee the applicant screening process, supporting the Residential Manager in resolving any screening errors.
- Facilitate communication between residential coordinators/managers and the Cross Street Leasing Department or other external leasing agencies.
- Guide and support tenant relations in collaboration with the Residential Manager, addressing and resolving issues as they arise.
- Ensure thorough follow-up on lease details and countersigning of all leases and renewals by management.
- Manage billing processes for RMS/Relets/Buyouts, ensuring accuracy in leasing details.
- Ensure timely handling of buyout, relet, and resident switch requests, with effective communication to Property Management.
- Oversee the distribution and balancing of work among residential coordinators, ensuring timely completion of tasks.
- Support and oversee the audit of building attributes and covenants for accurate input.
- Maintain and supervise the confidentiality and accuracy of applicant and resident records.
- Ensure the delivery of timely, attentive, and positive service to applicants and residents, reflecting well on the company.
Renewal Services:
- Oversee the entire resident lease renewal process with renewal coordinators, adhering to company policies and procedures.
- Provide input for the development of the renewals schedule, ensuring deadlines for receiving renewal rates, inputting data into Yardi, and notifying tenants (monthly) in a timely manner.
- Supervise correspondence regarding lease renewal options with residents, ensuring excellent customer service.
- Review and communicate renewal reports effectively with residents and management.
- Ensure employees possess thorough knowledge of lease terms and community policies and procedures.
- Communicate renewal rates and pertinent information to property managers and property owners.
Collection Services:
- Ensure proactive communication strategies for timely payments and effective management of delinquent accounts.
- Oversee the preparation of non-renewal notices and ensure accurate setup of non-renewal statuses in Yardi Voyager based on resident delinquencies.
- Approve legal invoices through Payscan, ensuring accuracy and adherence to budgetary guidelines.
- Supervise the verification and processing of chargebacks completed by the Sr. AR Portfolio Specialist related to tenant evictions, ensuring compliance with legal and financial standards.
- Follow up the interactions with subsidy groups to resolve unpaid balances efficiently and effectively with the collections team.
- Supervise the processing of payments for subsidy accounts, ensuring accurate updates to tenant ledgers in Yardi Voyager.
- Ensure coordination among employees involved in subsidy housing requirements and reviews required paperwork for accuracy.
- Support the Sr. AR Portfolio Specialist as the primary liaison for subsidy communication, overseeing all related activities.
Other Duties:
- Provide support for leasing, renewal, and collection managers.
- Set guidelines and goals for daily work deadlines and achievements, ensuring workload is distributed evenly.
- Audit processes and procedures for each department.
- Research and implement new technology solutions/changes.
- Oversee the hiring and management of Virtual Assistants.
- Facilitate redistribution of portfolios/workload in each department.
- Review residential and service reports weekly for compliance, work completed, and improvement discussions with middle management.
- Network with Peak's team of leasing agents and coordinators to grow competency and efficiency.
- Ensure compliance with Peak Properties company policies, as well as federal and local regulations and Chicago Housing Guidelines.
- Attend Peak meetings and connect with other Peak employees to share best practices.
- Perform additional duties as assigned by management.
Qualifications:
- Bachelor's degree in business administration, finance, real estate, construction management, or vocational real estate training preferred.
- 5-6 years’ experience in property management.
- Knowledge of applicable local, state, and federal laws and regulations, or willingness to learn.
- Strong interpersonal and business communication skills.
- Detail-oriented and a motivated self-starter.
- Ability to multitask and work independently.
- High level of organization and follow-up skills.
- Ability to handle a large volume of emails and phone calls.
- Ability to think like a building owner.
- Competence with and/or desire to learn and use systems/tools (Yardi, Excel).
- Computer proficiency in Microsoft Office (Excel, Word, Outlook).
Availability and Work Hours:
Available to work regular hours, Mon-Fri.
Physical Requirements:
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
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Chicagoland Apartment As