At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

Role Overview

As a Resident Services, Specialist within Cortland’s centralizedContact Center, you will serve as the primary point of contact for our valued residents, ensuring every interaction reflects our commitment to exceptional service. In this role, you’ll play a vital part in fostering strong resident relationships, resolving concerns promptly, and driving satisfaction and retention through service excellence. Success requires adaptability, empathy, and the ability to thrive in a fast-paced, dynamic environment.

Respond to incoming resident calls, emails, and chat inquiries with professionalism, clarity, and a solutions-oriented approach.
Maintain consistent, clear communication with multiple residents simultaneously, providing timely updates and guidance.
Address questions and concerns with empathy and patience, including de-escalating challenging situations when necessary.
Navigate multiple technology platforms, adapt quickly to evolving systems and processes, and stay organized while managing competing priorities in a high‑volume environment.
Collaborate effectively within a team environment to achieve shared goals.
Uphold Fair Housing practices and company standards at all times.

Qualifications

2+ years of experience delivering exceptional customer service, ideally in a service-driven or high-volume contact center environment; experience in the multifamily housing industry is strongly preferred 
High school diploma or equivalent required
Demonstrated ability to handle confidential information with discretion and integrity
Exceptional time management, prioritization, and organizational skills to manage multiple tasks in a fast-paced environment
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with property management platforms such as Funnel, OneSite, and RealPage
Skilled in CRM tools and adept at navigating systems in a contact center environment
Exceptional attention to detail with the ability to accurately review applications, verify documentation, and maintain compliance while managing multiple tasks
Ability to adapt to changing priorities and maintain accuracy under pressure
Flexibility to work weekends and extended hours as business needs require

About Cortland

Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio.

Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email [email protected]

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.

California Applicant Privacy Notice
We collect personal information from all job applicants, including identifiers (e.g., name, contact details), professional or employment information (e.g., résumé, work history, qualifications), and education information. This information is used for recruiting, evaluating your candidacy, conducting interviews, and managing the application process.

California residents may request access to or deletion of their personal information by contacting us at [email protected]

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Cortland (“Controller”), which is located at 3424 Peachtree RD NE Suite 300 Atlanta, GA and can be contacted by emailing [email protected] because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Greg Shultz, who can be contacted at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at [email protected]

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

About the company

Cortland develops, manages, and leases premium multifamily apartment communities across the United States. It combines well‑designed living spaces, amenities, and hospitality‑driven service with swift maintenance to create resident‑first experiences. Revenue comes mainly from leasing units, with additional income from ancillary services and amenities. The goal is to deliver high‑quality, personalized living that drives high occupancy and tenant retention in vibrant neighborhoods.

Company Size

1,001-5,000

Company Stage

Debt Financing

Total Funding

$516M

Headquarters

Atlanta, Georgia

Founded

2005

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Simplify's Take

What believers are saying

Canada Life's £129 million loan on January 28, 2026 validated Cortland's financing access.
Elme's November 2025 sale expanded Cortland's Atlanta and Washington footprint by nearly 6,000 units.
Cortland sold Portofino Place for $208 million in 2026, proving liquidity despite softer rents.

What critics are saying

The DOJ's RealPage case forced Cortland to stop using competitor data in 2025.
Cortland paid $18 million in May 2026 class settlements, exposing recurring antitrust liability.
If pricing controls fail again, regulators can cripple revenue management and investor trust within 12 months.

What makes Cortland unique

Cortland pairs operating control with institutional capital, closing Elme's $1.6 billion portfolio in 2025.
Cortland monetizes assets globally, including Salford's 50-storey Colliers Yard refinancing in January 2026.
Michelle Johnstone joined in 2026 to deepen investor relations and capital raising across strategies.

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Benefits

Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Paid Vacation
Employee Discount

Growth & Insights and Company News

Headcount

6 month growth

1 year growth

2 year growth

The Real Deal

Aug 27th, 2026

Cortland sells multifamily complex for $208M as market oversupply shows signs of balancing.

Cortland sells multifamily complex for $208M as market oversupply shows signs of balancing. Multifamily i-sales experienced a resurgence but leasing is still catching up, rents keep sliding Fairfield Residential bought a massive West Palm Beach apartment complex for $208 million, as the multifamily market finds it footing after a slowdown in recent years. The multifamily trade was the second biggest in South Florida so far this year. San Diego-based Fairfield purchased the 812-unit Portofino Place Apartments at 4400 and 4600 Portofino Way from Atlanta-based Cortland, according to records and real estate database Vizzda. The deal breaks down to nearly $256,200 per door. Completed in 2003 and 2006, the complex consists of 34 three-story buildings and a pair of clubhouses and stretches on nearly 40 acres, Vizzda records show. Fairfield took out loans of $93.1 million and $85 million for the deal, both from Freddie Mac and maturing in 2033. Cortland purchased Portofino Place in 2016, when the complex consisted of the 416-unit community at 4400 Portofino Way and the 396-unit one at 4600 Portofino Way, and combined them into one complex. Terms of that purchase weren't disclosed. Cortland is led by Steven DeFrancis. Fairfield, led by Richard Boynton, is a multifamily investment, development and management firm with a portfolio of 50,600 units nationwide, including seven properties in South Florida according to its website. It also has shed some regional holdings. In 2019, Fairfield sold the 292-unit ORA Flagler Village apartment complex for $92 million. South Florida multifamily investment sales picked up in the first half of this year, with the total volume hitting $2.5 billion, an increase of 19.4 percent from a year prior, according to Avison Young. Still, market watchdogs have warned that some of this may be due to deals put under contract late last year and only closing this year. Inflation and elevated interest rates are still slowing down deals, Avison's Michael Fay said earlier this month. Apartment leasing has been clawing its way back over the past year, after demand couldn't keep up with the hefty deliveries of new units over the past three years. In the 12 months ending in the second quarter, new leasing reached 13,774 units, edging past the 12,751 units completed, marking the first time in three years that demand outpaced supply, according to CoStar Group. As the glut eased, landlords have pulled back on concessions, though some still include a month or two of free rent to sweeten deals for prospective tenants. Rents have been on a steady decline, with the average asking rate in South Florida settling at $2,279 in July, a 1.3 percent decrease year-over-year, according to Realtor.com. Cortland shed the Residences at Uptown Boca complex for $240 million in May, the same month the Church of Jesus Christ of Latter-day Saints paid $240 million for a Boca Raton apartment complex. Those deals marked the biggest known South Florida multifamily sales so far this year. Other major sales this year include Dutch firm Breevast U.S. buying the multifamily property at 19401 West Dixie Highway in Miami for just under $110 million in May. Also, Harbor Group International paid $109 million this month for the 505-unit Emerald Palms apartment complex at 12315 Southwest 151st Street near Zoo Miami.

Northern Financial Review

Jan 26th, 2026

Canada Life lends £129M to refinance 50-storey Salford Build to Rent tower

Canada Life Asset Management has completed a £129 million fixed-rate loan to Cortland to refinance debt on Cortland at Colliers Yard, a 50-storey build-to-rent property in Salford comprising 559 apartments. The recently completed asset features extensive amenity space and strong environmental credentials. The transaction marks the first deal between Canada Life Asset Management and Cortland. The loan was led by Mandy Froede, director in Canada Life's real estate finance team, with support from Fieldfisher and Savills. Nicholas Bent, head of real estate finance at Canada Life Asset Management, said the facility reflects confidence in the Manchester asset and represents another milestone as the firm expands its presence in the build-to-rent finance market.

Property Week

Jan 26th, 2026

Cortland secures £129m loan to refinance 50-storey Manchester scheme

Cortland secures £129m loan to refinance 50-storey manchester scheme. The loan from Canada Life Asset Management refinances existing debt secured against the 559-home BTR tower. Want to keep reading? Unlock 9 free articles - your gateway to property intelligence. Register FREE today and enjoy 9 complimentary articles packed with: * Daily market briefings so you act faster on deals and developments * Finance insights to manage risk and spot opportunities. * Expert analysis that informs strategy and builds credibility * Sector-specific intelligence to identify risks and opportunities. * Legal and compliance updates to stay on the right side of regulation. * People moves to keep you connected with industry leaders. Ready for more? Subscribe today for unlimited access to the UK's most trusted property intelligence.

Informa TechTarget

Nov 18th, 2025

Elme separates from its chief information officer amid downsizing

Elme separates from its chief information officer amid downsizing. The announcement comes on the heels of the REIT's closing on the $1.6 billion sale of 19 properties to Cortland Partners. Dive brief: * Elme Communities announced a mutual separation with senior vice president and chief information officer Susan Gerock as part of a broader restructuring for the Bethesda, Maryland-based REIT, according to a filing with the Securities and Exchange Commission last week. Gerock's resignation was effective on Nov. 14. * In addition, Elme announced the closing of the sale of 19 properties to an affiliate of Atlanta-based investor, developer and manager Cortland Partners for $1.6 billion in cash, according to a press release. It aims to sell all of its assets by June 2026. * As a result of the closing of the Cortland sale, the company will downsize its workforce, "with a focus on retaining an appropriate level of personnel with the necessary skill set commensurate with the reduced size of the company, including those executive officers and other key personnel necessary for the continued operation of the company's remaining assets and completion of the wind-down activities," according to the SEC filing. Dive insight: Elme's downsizing will affect both officers and other employees. As of Nov. 14, the REIT had approximately 117 employees, including approximately 73 persons engaged in community management functions. After initiating a "formal evaluation of strategic alternatives" earlier this year, Elme took the first step to liquidating the company by selling the 19-asset portfolio to Cortland Partners in August. In conjunction with the August sale announcement, the REIT's board of trustees approved a plan of sale and liquidation under which the company would market its remaining nine multifamily assets, as well as Watergate 600 - an office asset - with the goal of a sale in the next 12 months. Following the closing of the Cortland sale, Elme and certain subsidiaries entered into a loan agreement with Goldman Sachs Bank USA, as lender, for a senior secured term loan with a principal amount of $520 million and a maturity date of Nov. 9, 2026. The REIT has the option to extend for an additional year. The term loan is intended to be repaid with the net proceeds from sales of the properties securing the term loan. Elme intends to return net proceeds from the portfolio sale, and a portion of the proceeds from the new term loan, to shareholders through an initial special liquidating distribution, which is expected to be between $14.50 and $14.82 per common share. This should happen after taking into account repayment of all existing corporate indebtedness, payment of costs and expenses related to the transactions and establishment of reserves in connection with the new term loan. Elme expects the initial special liquidating distribution to be declared later this year and paid in January 2026, subject to approval by the REIT's board of trustees. "With the completion of the portfolio sale to Cortland, our focus is on monetizing the company's remaining assets and maximizing value for shareholders," Paul McDermott, president and CEO, said in last week's press release. "We launched the sale process in the third quarter of this year and are aiming to complete all remaining sales by June 2026. Our goal remains to sell all of Elme's assets as soon as practicable to accelerate the return of capital to shareholders." Over the past several years, Elme, formerly known as WashREIT until 2022, has expanded its presence outside the Washington, D.C., metro area by acquiring properties in Atlanta. Still, its stock continued to trade at a discount to values in the private market, forcing the REIT to explore alternatives.

AInvest Fintech Inc.

Aug 4th, 2025

Cortland Partners Acquires 19 Property Portfolio from Elme Communities for $1.6 Billion

Cortland Partners, LLC has agreed to acquire a 19-property portfolio from Elme Communities for $1.6 billion.

Cortland

Bilingual Resident Services Specialist

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