Resident Cares

Job Summary:  
  

Supports and assists the Community Manager in managing operational functions of the property by handling collections, renewals and new leases, work order completion, resident satisfaction and resident managements, and using the property management software to record, track, and report on all financial workings of the community.   

Responsibilities will include but are not limited to:   

• Studies, analyses, and understands the community’s goals to align their daily work actions with the goals of the property. Understands how to create daily goals that will result in the property taking a step towards their goal.  

• Reviews resident files and communicates with residents regarding outstanding balances on an ongoing basis, completes all procedures for collecting on delinquencies, and enforces the lease to maximize revenue.  

• Follows the Company’s established procedures related to evictions by following proper notice requirements, and communicating status to Community Manager/DM, Regional Supervisor.  

• Complete resident move-outs by reviewing lease terms and notice requirements, applying correct deposit and lease fees, if applicable, and processing the final account statement in line with procedures and legal requirements.  

• Promotes resident satisfaction and retention by responding to complaints, questions, and requests in a timely manner, and taking action to resolve and address service issues.  

• Ensure that the property collects at least 95% of its income through effective delinquency collection practices, following WGA Legacy policy and procedures. 

• Ensure leases and renewals are signed by the operations manager in compliance with WGA Legacy policies and federal/local laws in a timely manner. 

• Maintain accuracy of resident, former resident, and applicant ledgers in accordance with WGA Legacy policy. 

• Escalate ledger corrections to the Community Manager/DM, Regional Supervisor.  

as necessary. 

Escalate arising issues from renewals, collections and maintenance to Community Manager/DM, Regional Supervisor as necessary.  

• Ensure collection, recording, and updating of bonds and deposits per WGA Legacy guidelines. 

• Verify that renter’s insurance is collected before move-in and ensure current residents maintain required insurance. 

• Record collection of accounts in compliance with WGA Legacy procedures. 

• Conduct quarterly file inspections in accordance with WGA Legacy policies. 

• Maintain online lease documentation as per WGA Legacy guidelines. 

• Collect, post, and deposit money in accordance with WGA Legacy policy and procedures. 

• Conduct property walks, vacant walks, and monitor resident violations weekly per WGA Legacy guidelines. 

• Respond to resident needs and communications promptly, escalating concerns to the Operations Manager as required. 

• Assist in scheduling resident appointments with the Operations Manager. 

• Contact notice-to-vacate residents promptly and schedule move-out walks while attempting to retain residents when possible. 

• Conduct work order follow-ups 24 hours after work order is completed by onsite maintenance to ensure completion and satisfaction. 

• Review and define Resident Surveys. 

 Skills & Qualifications:   

•  Demonstrated ability to read, write, and communicate effectively to comprehend and complete legal documents, sell and explain apartment features, and answer questions about the property’s operations.  

• Professional Appearance  

• Maintenance coordination  

• Understand Property management Risk/Liabilities  

• Experience with Customer Service-Resident Life Cycle  

• Leasing and marketing support  

• Strong Collection Skills   

• Revenue Driven  

• Eager to Learn and Grow  

• Strong communication skills and solution driven   

• Ability to work in Fast Paced Environment  

• Self Sufficient/ Doesn't Need Micromanaging/Delivery with Out Supervision  

• Demonstrated proficiency in Internet, word processing, spreadsheet, and database management program to complete required reports.  

•  Must be able to pass background check and drug test.  

• Maintain records, update tenant files, and manage correspondence.  

• Assists in Property Inspections  

• Understands compliance & Regulatory Duties  

• Coordinate tenants move-ins and move-outs, including lease signings and orientation  

• Address complaints and facilitate conflict resolution  

• Ability to resolve issues promptly  

• Deliver resolution rate per WGA policies 

• Team player   

• Excellent customer service skills. 

• Professional demeanor in handling resident complaints and interactions. 

• Ability to travel within the Texas (Houston) / Florida area as required.