Resident Director

We strive to create generational wealth through investment & education in commercial real estate for our investors. We believe one of the best ways to improve communities is by improving properties.

The Resident Director will be responsible for day-to-day resident operations of our property portfolio. This role involves driving resident relations, addressing resident concerns, assisting with leasing and rental collections, and coordinating with various departments. The ideal candidate will have strong communication skills, a follow-through determination, a keen eye for detail, and a commitment to enhancing the resident experience.

Responsibilities:

Resident Relations

• Serve as the primary point of contact for existing residents from move-in to move-out, ensuring a high level of satisfaction
• Collaborate with leasing staff to facilitate smooth transitions for new and departing residents
• Serve as liaison between residents and management, ensuring a positive living experience while upholding the interests of the assets.
• Address residents’ concerns in a professional manner, facilitating clear communication and solutions that align with the company’s policies and assets’ long-term success
• Conduct leasing tours as needed and perform follow ups to support sales initiatives, providing excellent customer experience
• Handle resident complaints and concerns, facilitating resolutions in a timely and effective manner
• Resident Event Planning to promote a sense of community and uphold resident relations
• Mediate and resolve resident conflict/violations/noise complaints, escalating matters as necessary to management
• Conduct move-in and move-out inspections, ensuring units meet company standards

Team Collaboration

• Collaborate with other departments, including Facilities Management, Deals & Leasing, and Market Attraction, to ensure each property receives the attention and services it needs
• Collaborate with the Leasing Team to ensure units are ready for touring & move-in ready, leads and applicants are continuing through the leasing process, and applicants meet the Rental Criteria
• Communicate with the Facilities Management Team regarding resident work orders, coordinating between maintenance and residents, and ensuring property conditions meet Company Standards
• Work closely with the Asset Management team to ensure operational goals are met
• Uphold the company’s mission, value, and commitment to providing high-quality housing

Property Administration

• Support all aspects of Property Administration, including Financial Management, Compliance and Database Management, Reporting and Analysis, Lease and Tenant Administration, Software and Systems Management
• Ensure compliance with all applicable laws and regulations, including but not limited to: fair housing laws, vendor insurance requirements, and lease agreements
• Accurately utilize property management software database management, ensuring data integrity and accuracy

Facilities and Maintenance

• Conduct regular property walkthroughs to evaluate conditions, identify potential issues, and ensure compliance with standards
• Provide feedback and recommendations for improvements based on building inspections

Lease and Contract Management

• Assist with vendors and service providers, ensuring work aligns with company objectives
• Assist in lease renewals and resident retention strategies
• Ensure compliance with lease agreements, including enforcing community policies and procedures

Financial Administration

• Assist with accounts receivable (AR), including invoice routing
• Assist with accounts payable (AP), including rental collection efforts

Key Activities Include:

• Resident Services and Operations
• Manage/Address Resident Issues
• Address Resident Complaints
• Conduct Leasing Tours, As Needed
• Assist with the Move In/Out Process
• Renewal Offers & Leases
• Coordination/Support with the Facilities Management team on:
• Work Orders
• Maintenance Responses & Coordination
• Property Cleanliness
• Property Inspections
• Team Building, Company Culture, and Human Resources
• Assist in Daily Building Walks
• Collaborate with the Leasing Team to improve leasing and move-in efforts
• Collaborate with the Facilities Team to improve resident satisfaction and retention
• Fair Housing Compliance
• Lease and Tenant Administration
• Collections and Receivables
• Ledger Audits
• Tenant Ledgers
• File Audits, semi-annual
• Lease Administration: New Leases & Renewals
• Application Process
• Assist in Application Processing
• Support Move-in Scheduling
• Assist in Evictions Process
• Renters Insurance Compliance
• Technology and Infrastructure
• Onsite Tech: Access, Cameras, A/V, etc.

Key Metrics:

• Resident Satisfaction Survey Results
• Property Conditions Report
• Site Visit Evaluations
• Occupancy/Retention Metrics
• Online Reviews
• Delinquency/Collection Metrics

Tools:

• AppFolio
• Entrata
• Monday.com
• Google/Microsoft Office Suite
• Various Project management tools

Experience and Education:

• Bachelor’s degree preferred
• Minimum of 3-5 years of experience in property management or operations
• Strong knowledge of property management practices, leasing regulations, and customer service standards
• Excellent leadership, communication, and interpersonal skills
• Ability to make strategic decisions and manage complex operations
• Proficiency in property management software (e.g., Entrata, Yardi, MRI, AppFolio)
• Strong problem-solving skills and attention to detail
• Ability to handle multiple priorities and meet deadlines in a fast-paced environment
• Strong interpersonal and communication skills; low-ego
• Entrepreneurial mindset and a passion for creating and growing
• Project-management and problem-solving skills with a roll-up-the-sleeves, get-it-done attitude
• Growth-mindset and a willingness to explore new ideas and innovations; not afraid to learn from mistakes

We offer a competitive benefits and compensation package!

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