Director of Resident Services

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:

1. Supervise the maintenance and updates of Zoho applications via the Residential Manager, ensuring residential coordinators follow up with assigned applicants promptly.
2. Oversee the applicant screening process, supporting the Residential Manager in resolving any screening errors.
3. Facilitate communication between residential coordinators/managers and the Cross Street Leasing Department or other external leasing agencies.
4. Guide and support tenant relations in collaboration with the Residential Manager, addressing and resolving issues as they arise.
5. Ensure thorough follow-up on lease details and countersigning of all leases and renewals by management.
6. Manage billing processes for RMS/Relets/Buyouts, ensuring accuracy in leasing details.
7. Ensure timely handling of buyout, relet, and resident switch requests, with effective communication to Property Management.
8. Oversee the distribution and balancing of work among residential coordinators, ensuring timely completion of tasks.
9. Support and oversee the audit of building attributes and covenants for accurate input.
10. Maintain and supervise the confidentiality and accuracy of applicant and resident records.
11. Ensure the delivery of timely, attentive, and positive service to applicants and residents, reflecting well on the company.

Renewal Services:

1. Oversee the entire resident lease renewal process with renewal coordinators, adhering to company policies and procedures.
2. 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.
3. Supervise correspondence regarding lease renewal options with residents, ensuring excellent customer service.
4. Review and communicate renewal reports effectively with residents and management.
5. Ensure employees possess thorough knowledge of lease terms and community policies and procedures.
6. Communicate renewal rates and pertinent information to property managers and property owners.

Collection Services:

1. Ensure proactive communication strategies for timely payments and effective management of delinquent accounts.
2. Oversee the preparation of non-renewal notices and ensure accurate setup of non-renewal statuses in Yardi Voyager based on resident delinquencies.
3. Approve legal invoices through Payscan, ensuring accuracy and adherence to budgetary guidelines.
4. 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.
5. Follow up the interactions with subsidy groups to resolve unpaid balances efficiently and effectively with the collections team.
6. Supervise the processing of payments for subsidy accounts, ensuring accurate updates to tenant ledgers in Yardi Voyager.
7. Ensure coordination among employees involved in subsidy housing requirements and reviews required paperwork for accuracy.
8. Support the Sr. AR Portfolio Specialist as the primary liaison for subsidy communication, overseeing all related activities.

Other Duties:

1. Provide support for leasing, renewal, and collection managers.
2. Set guidelines and goals for daily work deadlines and achievements, ensuring workload is distributed evenly.
3. Audit processes and procedures for each department.
4. Research and implement new technology solutions/changes.
5. Oversee the hiring and management of Virtual Assistants.
6. Facilitate redistribution of portfolios/workload in each department.
7. Review residential and service reports weekly for compliance, work completed, and improvement discussions with middle management.
8. Network with Peak's team of leasing agents and coordinators to grow competency and efficiency.
9. Ensure compliance with Peak Properties company policies, as well as federal and local regulations and Chicago Housing Guidelines.
10. Attend Peak meetings and connect with other Peak employees to share best practices.
11. Perform additional duties as assigned by management.

Qualifications:

1. Bachelor's degree in business administration, finance, real estate, construction management, or vocational real estate training preferred.
2. 5-6 years’ experience in property management.
3. Knowledge of applicable local, state, and federal laws and regulations, or willingness to learn.
4. Strong interpersonal and business communication skills.
5. Detail-oriented and a motivated self-starter.
6. Ability to multitask and work independently.
7. High level of organization and follow-up skills.
8. Ability to handle a large volume of emails and phone calls.
9. Ability to think like a building owner.
10. Competence with and/or desire to learn and use systems/tools (Yardi, Excel).
11. 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.