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.