Resident Services Manager - The Mark Athens

Job Description

The Resident Services Manager’s primary goal is to assist the Community Manager with the property’s daily operations and management, with a detailed focus on account receivables and servicing our residents.  The Resident Services Manager places our residents’ needs, requests, and follow-up as a top priority.  The Resident Services Manager should always maintain a level of professionalism and courtesy.

Reports to: Community Manager

Direct Reports: None

Responsibilities:

The duties listed below are an outline of the Resident Services Manager’s responsibilities and should not be considered an all-inclusive list.  As the needs of the community change, these duties may be modified as needed.

Financial Management

• Oversee the timely collection of rental and miscellaneous income due from current and former residents
• Make daily bank deposits by check scanner or manual deposit
• Ensure accuracy of daily bank deposits and account data entry
• Manage resident accounts and closely monitor delinquencies
• Prepare balance due and credit memos
• Prepare delinquency report and recap collection efforts
• Process evictions
• Negotiate payment plans for former resident balances
• Work closely with the collection agency on collecting former balances
• Assist the Community Manager in preparing for month end pre-close and process month end financial reporting
• Assist the Community Manager with the accounts payable process

Customer Service

• Understand the needs and expectations of residents, prospective residents, clients, and vendors and exceed their expectations
• Maintain active and effective communication with residents, parents, and university personnel
• Contribute to the monthly newsletter and resident communications
• Develop and maintain a positive sense of community for both residents and associates and encourage participation in events and activities
• Assist in mediation and resolution of resident conflicts by encouraging the respect for and appreciation of individual differences
• Develop and maintain resident retention programs

Leasing & Marketing

• Assist with Leasing & Marketing, as needed

General Administration

• Ensure confidentiality of client, resident and company information
• Help coordinate and attend all staff meetings and any special or emergency meetings
• Understand and adhere to the Landmark Properties policies and procedures and Fair Housing laws
• Maintain a clean and professional work environment
• Assist in corporate projects as requested
• Assist the Community Manager with the daily operations of the property

Personnel

• Assist in development and supervision of staff

Facilities

• Assist the Community Manger in creating and implementing a successful turn plan
• Ensure the staff is utilizing the Facilities module in Entrata to track, close, and follow up on all service requests
• Regularly walk the property to identify and address maintenance issues
• Assist the Community Manager and maintenance team in quarterly inspections of each unit to identify and address maintenance issues
• Initiate billing and collection of charges for damages discovered in quarterly inspections

Risk Control

• Understand, communicate, and enforce community safety, emergency, and fire evacuation policies and procedures, providing emergency response and referral services and resources
• Document and address behaviors of residents that violate the law or the community lease agreement
• Identify and report safety and security risks to the Community Manager
• In the absence of the Community Manager, prepare and submit incident reports
• Assist the Community Manager in handling emergency situations in conjunction with the corporate team

Requirements

• Bachelor degree strongly preferred, high school diploma required
• 2 years of experience in various p