The Resident Services Managers primary goal is to assist the Community Manager with the propertys 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 Managers 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 residentsMake daily bank deposits by check scanner or manual depositEnsure accuracy of daily bank deposits and account data entryManage resident accounts and closely monitor delinquenciesPrepare balance due and credit memosPrepare delinquency report and recap collection effortsProcess evictionsNegotiate payment plans for former resident balancesWork closely with the collection agency on collecting former balancesAssist the Community Manager in preparing for month end pre-close and process month end financial reportingAssist 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 expectationsMaintain active and effective communication with residents, parents, and university personnelContribute to the monthly newsletter and resident communicationsDevelop and maintain a positive sense of community for both residents and associates and encourage participation in events and activitiesAssist in mediation and resolution of resident conflicts by encouraging the respect for and appreciation of individual differencesDevelop and maintain resident retention programs

Leasing & Marketing
Assist with Leasing & Marketing, as needed
General Administration
Ensure confidentiality of client, resident and company informationHelp coordinate and attend all staff meetings and any special or emergency meetingsUnderstand and adhere to the Landmark Properties policies and procedures and Fair Housing lawsMaintain a clean and professional work environmentAssist in corporate projects as requestedAssist 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 planEnsure the staff is utilizing the Facilities module in Entrata to track, close, and follow up on all service requestsRegularly walk the property to identify and address maintenance issuesAssist the Community Manager and maintenance team in quarterly inspections of each unit to identify and address maintenance issuesInitiate 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 resourcesDocument and address behaviors of residents that violate the law or the community lease agreementIdentify and report safety and security risks to the Community ManagerIn the absence of the Community Manager, prepare and submit incident reportsAssist the Community Manager in handling emergency situations in conjunction with the corporate team