Resident Services Manager

At The Scion Group, we’re changing the way people see student housing. It’s bigger than beds and buildings. It’s about providing an experience for students to explore the best years of their lives. It’s about creating communities — both on and off campus — that feel like less like a place and more like a home.

We're in search of a Resident Services Manager who will use their passion for people to lead a team of relationship builders and who have a fire in their belly for providing service that exceeds customers’ expectations. This position is responsible for the collection of rent and delinquency, management of resident and property accounts.

Key attributes in our next team member 

• Customer-Centric Attitude 
• Effective Communicator 
• Inherent Empathy 
• Master of Priorities 
• Motivator 

The Day to Day

Community Relations

• Works with residents to resolve issues and disputes that may arise with other residents or roommates.
• Quickly responds to inquiries from current and prospective residents regarding accounts, billings and other property services.
• Administrative processing of room assignments, transfers, move-ins and move-outs for residents.
• Confirms that all vacant units/areas are ready for occupancy, as needed.
• Finds opportunities to provide customer experiences, in line with brand parameters.
• Coordinates work order requests with appropriate staff or vendors.
• Assists with all renewal efforts by developing relationships with their customers and providing WOW moments.
  • Must have a thorough understanding of:
    • General community knowledge (number of buildings, unit mix, physical amenities, location, university relationship, etc.)
    • Market (all information contained in market survey) and can compellingly communicate their assigned community’s value proposition relative to peer assets.
    • Content and administrative processes of the Application, Housing Agreement, Assignment process, Community Policies, utilization of
    • Property Management Software and various Addenda.
    • Property brand and value proposition

Facility and Financial Management

• Responsible for account management including creating confidential resident financial accounts, coordinating accounts receivables., and preparing monthly billings for resident accounts, including work order and damage charges, as required.
• Enforces and complies with all Scion late fees, Non-Sufficient Funds (NSF) fees and collection policies, keeping delinquency below 2% by month end.
• Escalates any problems to General Manager, with recommendations, as appropriate.
• Posts payment receipts to the property management software and documents payment.
• Files evictions in accordance with the collections policy and delivers required notices in compliance with City/County requirements.
• Completes monthly review of all scheduled charges and audits resident accounts and documents, as required.
• Posts damage charges from quarterly inspections in accordance with the deadlines communicated and assist with conducting inspections as needed.
• Attempts to collect on former resident balances in-house per collections policy.
• Assist in the preparation of Month End reports, reconcile and balance all accounts receivable.
• Delivering Legal/Resident Notices per policy/state requirements.
• Maintaining an updated activity log/communication within the Property Management Software regarding delinquency and evictions
• Walk vacant apartments/bed spaces monthly
• Manage Utility Billing monthly (if applicable)

Annual Property Turn

• Review and comply with instructions outlined within the Scion RSM Turn Manual.
• Assists in assuring the customer has a positive experience and remains available to manage any concerns that might arise as assigned by General Manager.
• Ensures that all resident communication, including move-out, move-in, transfer, and partially occupied notices are sent out according to communicated deadlines.
• Assesses damage at move-out to calculate required charges, prepares final billing or processes refunds, as needed, in accordance with policy.
• Completes move-in board prior to sending move-in letters, including reviewing all scheduled billing for incoming residents.
• Audits move-out dates and recurring payments for current and renewed residents.
• Ensures that future and current residents have accurate one-time and scheduled charges in accordance with the Housing Agreement.
• Processes no-show and skip residents in accordance with the policy; send out any notices per communicated deadlines.
• Processes former resident accounts to collections agency per collections policy; ensures account information is accurate.

Team Member Management

• Assumes additional responsibilities and may temporarily step in for General Manager, as requested.
• Participates in regular on-call scheduling to respond to property emergencies.

The responsibilities listed above are not all inclusive. 

Qualifications

• College degree and 1-2 years of property management experience is preferred, or an equivalent combination of educational and professional experience.
• Willing and able to work flexible hours, and up to six days per week during peak times
• Experience in accounting and property management systems, and proficient in Microsoft Office.
• Highly developed interpersonal, written and verbal communication skills.
• Ability to work effectively with all levels of management, and a diverse resident population.
• Strong organizational, problem-solving, and analytical skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to plan and organize multiple complex projects, with acute attention to detail, with minimal guidance.
• Ability and willingness to travel occasionally, as needed.
• Values and fosters a sensitive and supportive approach to a diverse working and living environment.
• Requires minimal guidance to accomplish general tasks.

The Scion Group LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, creed, national origin, color, gender, sex, sexual orientation, gender identity or expression, age, physical or mental disability (as long as the employee/applicant is otherwise qualified for the job with or without a reasonable accommodation), genetic information, HIV/AIDS status, marital status, uniformed service, veteran status, pregnancy or other legally protected status or category under federal or state law. The Scion Group LLC complies with applicable state and local laws governing nondiscrimination in employment in all locations in which the Company has properties. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, training and other terms and conditions of employment. The Scion Group LLC is committed to the principles of equal employment opportunities.