Job Summary
We are seeking a highly organized, detail-oriented, and motivated Property Operations Specialist to support the daily operations of our multifamily property management portfolio. This position serves as a key administrative and operational resource by assisting the Property Coordinator and Property Managers with resident communication, leasing support, delinquency management, collections, and overall property operations.
The ideal candidate thrives in a fast-paced environment, possesses exceptional organizational skills, communicates professionally, and demonstrates a strong commitment to delivering excellent customer service while helping maximize occupancy, rent collections, and resident satisfaction.
Key Responsibilities
Resident & Administrative Support
- Answer all incoming calls and direct inquiries to the appropriate team member while providing exceptional customer service.
- Ensure all voicemails and resident inquiries are returned within business day or sooner.
- Serve as a primary point of contact for resident questions regarding rent, resident portals, maintenance requests, lease documentation, and general community information.
- Maintain accurate tenant records within the property management software.
- Support of newly acquired properties by organizing lease files, tenant information, rent rolls, utility information, and other operational documents.
Leasing Support
- Maintain accurate listings for all available and upcoming rental units.
- Respond promptly to prospective resident inquiries regarding availability, pricing, amenities, fees, and community information.
- Schedule and coordinate property tours as needed.
- Process rental applications according to company screening criteria.
- Prepare leases for electronic signature and coordinate all move-in documentation.
- Assist with lease renewals by preparing renewal offers, tracking responses, and following up with residents.
Delinquency & Collections
- Monitor daily delinquency reports and identify residents with past-due balances.
- Contact residents regarding unpaid balances through phone calls, emails, text messages, and written notices in accordance with company policies.
- Document all collection efforts thoroughly within the property management software.
- Coordinate payment arrangements and ensure residents adhere to approved payment plans.
- Work closely with Property Managers to reduce delinquency and achieve monthly collection goals.
- Prepare delinquent accounts for eviction processing by ensuring documentation is accurate and complete.
- Maintain accurate records of payment agreements, collection activity, and resident communications.
- Assist in achieving company delinquency and accounts receivable performance goals while maintaining professionalism and positive resident relationships.
Required Skills
- Strong organizational skills with exceptional attention to detail.
- Excellent customer service and interpersonal communication skills.
- Ability to prioritize multiple tasks while meeting deadlines.
- Strong problem-solving and critical thinking abilities.
- Professional written and verbal communication.
- Ability to work independently while collaborating effectively within a team.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Experience using property management software (AppFolio experience preferred).
- Ability to maintain confidentiality and professionalism when handling sensitive resident information.
Qualifications
- High school diploma or equivalent required.
- Associate degree or related coursework preferred.
- One to three years of experience in property management, leasing, customer service, collections, or administrative support.
- Previous multifamily property management experience preferred.
- Experience with rent collections, delinquency management, or resident account management is highly desirable.
