Job Description Job 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 or applicant leasing&screening, resident management/ maintenance service requests, collection services, and renewal processing for the Scattered-Site Division. This position supports Property Management 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. · Provides 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: · Ensures 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. · Follows-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. · Ensures coordination among employees involved in subsidy housing requirements and reviews required paperwork for accuracy. · Supports the Sr. AR Portfolio specialist as the primary liaison for subsidy communication, overseeing all related activities. Other Duties: · Provide a bandwidth of support for leasing, renewal, and collection managers. · Sets the guidelines and goals for daily work deadlines and achievements, ensuring workload is distributed evenly. · Audits processes and procedures for each department. · Researches and implements new technology solutions/changes. · Oversees the hiring and management of Virtual Assistants. · Facilitates redistribution of portfolios/workload in each department. · Reviews 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. Company Description Peak Properties cares about their employees and the work that they do. Our company values work-life balance, teamwork and dedicates ourselves to working hard. Company Description Peak Properties cares about their employees and the work that they do. Our company values work-life balance, teamwork and dedicates ourselves to working hard.