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