Property Management

Job Role Overview

The overall goal of the move in / move out specialist is to own and manage resident onboarding and offboarding.

Recommended Training

• Fair Housing
• Property Code
• Lease and associated forms
• All Company Forms
• Company Processes - How the company operates
• Company Policies - Why the company operates a certain way
• Property Management Software
• Ticketing software
• E-signature software
• Company website
• DISC
• Company Culture

Job Role Tasks

• Communicates with resident once lease is signed
• Schedules utilities to be turned on/off
• Gets all information to resident - HOA, keycodes, lockbox codes, access keys, etc
• Contacts resident after move in
• Asks new resident for referrals / sends satisfaction survey
• Communicates with resident once a Notice to Vacate is submitted
• Finds out why resident is leaving and documents, tries to get resident to stay
• Communicates with resident through the last 30 days of the lease
• Gets proof of move out by getting photo of keys, clickers, maid service and any other documentation required
• Overall goal is to get the resident to leave the property in the same shape that they received it and to leave on the scheduled move out date

Key Performance Indicators

• Customer service satisfaction
• Percent of holdovers
• Percent of properties with all resident documentation provided

Disc Profile - C, C/D, C/S

English Proficiency - Medium / High

Job Role Overview

The owner services assistants main job role is to assist the property manager in all owner services functions. This includes answering owner questions regarding statements, maintenance, rent collection, evictions, HOA violations, applicants, etc. The assistant is the first point of contact for an owner, answers any questions and escalates to the property manager as needed.

The overall goal of the assistant property manager is to gather data and help the property manager with the overall success of the portfolio.

Recommended Training

• Property Management Agreement
• Lease Agreement
• All Company Forms
• Company Processes
• Company Policies
• Owner statements
• Maintenance software
• Property Management Software

Job Role Tasks

• Assist property manager with listing properties
• Create e-sign documents
• Review and upload move in, move out and annual assessments
• Understand and answer basic owner statement questions
• Gather information for maintenance requests for property manager
• Answering owner calls and queries
• Learn the owner portal
• Upload documents, data to the property management software
• Gather any information requested by a property manager (examples, home warranty info, HOA info, tax records, etc)
• Perform research on as needed basis for property manager including bills that do not look correct
• Keep track of all utility bills
• Communicate with PM on any challenge that needs to be escalated
• Any tasks, activities or responsibilities which may be assigned by the position supervisor or management

Key Performance Indicators

• Customer service satisfaction
• Call answer rate
• # of tasks completed

Disc Profile - C/S, C/D

English Proficiency - Medium / High

Job Role Overview

The resident services assistants main job role is to assist the property manager in all resident services functions. This includes answering resident questions regarding the lease, rent, maintenance, resident portal, HOA, etc. The assistant is the first point of contact for a resident, answers any questions and escalates to the property manager as needed.

The overall goal of the assistant property manager is to gather data and help the property manager with the overall success of the portfolio.

Recommended Training

• Lease Agreement
• Lease and associated forms
• All Company Forms
• Company Processes
• Company Policies
• Maintenance software
• Property Management Software
• Ticketing software

Job Role Tasks

• Answer all resident queries and escalate as appropriate
• Troubleshoot maintenance requests and assign to vendors when needed
• Follow up with residents after maintenance, move in or assessments
• Review work orders daily - follow up with vendors, verify photos and invoice, escalate any work > $400 to property manager
• Review all invoices for property and charge the correct amounts to tenant and owner
• Perform research on as needed basis for property manager including bills that do not look correct
• Call residents who are delinquent
• Generate and mail 3 day notices to resident
• Perform any duties assigned by PM in supporting role
• Communicate with PM on any challenge that needs to be escalated
• Upload documentation to the property management or maintenance software
• Send lease renewals to residents
• Send lease contracts to residents
• Schedule annual assessments

Key Performance Indicators

• Customer service satisfaction
• Collection percent
• Percent of payment paid online
• Call answer rate
• # of tasks completed

Disc Profile - C/S, C/D

English Proficiency - Medium / High

Job Role Overview

The maintenance coordinator is responsible for reviewing all inbound work orders, troubleshooting with resident, dispatching vendors and coordination between vendor and resident. The maintenance coordinator is responsible for all invoice review and approval.

Recommended Training

• Company maintenance policies (Ex. Home Warranty, Owner using own vendor, emergency work order, etc)
• Company Processes
• Must know difference between Emergency, Standard, Cosmetic Work Orders
• Must be proficient in maintenance software

Job Role Tasks

• Reviews all inbound work orders for legitimacy
• Approves/denies work order
• Troubleshoot with resident
• Assigns Vendor
• Works with Vendor and Resident during the work order process
• Review before/after photos from vendor
• Receives reviews and approves the invoice
• Escalates challenges to the property manager
• Reviews and updates all work orders daily
• Upkeeps vendor insurance and license in the system
• Onboards new vendors
• Sends customer satisfaction survey to residents upon work order completion
• Handles vendor challenges
• Receives approval from owners for work above the maintenance limit

Key Performance Indicators

• # of work orders > 7 days old
• # of work orders > 15 days old
• customer satisfaction score

Disc Profile - C/D

English Proficiency - Medium / High

Job Role Overview

The assistant property manager assists property managers with, work orders, invoice review and communication with residents, vendors and owners.

The assistant property manager is a non-licensed position and cannot negotiate any part of a lease. The overall goal of the assistant property manager is to gather data and help the property manager with the overall success of the portfolio.

Recommended Training

• All National Association of Residential Property Manager (NARPM) classes
• Property Management Agreement
• Lease and associated forms
• All Company Forms
• Company Processes - How the company operates
• Company Policies - Why the company operates a certain way
• Maintenance software
• Property Management Software
• Ticketing software
• Company website
• DISC
• Company Culture

Job Role Tasks

• Troubleshoot maintenance requests and assign to vendors when needed
• Communicate with vendors and owners regarding maintenance
• Review work orders daily - follow up with vendors, verify photos and invoice, escalate any work > $400 to property manager
• Quarterly review of vendors
• Review all invoices for property and charge the correct amounts to tenant and owner
• Review all bills entered into property management software to determine if the bill was charged to correct property and the correct amount.
• Perform research on as needed basis for property manager including bills that do not look correct
• Keep track of all utility bills
• Call residents who are delinquent
• Generate and mail 3 day notices to resident
• Communication with owner, vendor and resident as needed
• Perform any duties assigned by PM in supporting role
• Communicate with PM on any challenge that needs to be escalated
• Any tasks, activities or responsibilities which may be assigned by the position supervisor or management

Key Performance Indicators

• Customer service satisfaction
• Collection percent
• % of work orders > 15 days old

Disc Profile - C/S, C/D

English Proficiency - Medium / High

Job Role Overview

The overall goal of the resident coordinator is to own the prospective resident experience from prospect to move in.

Recommended Training

• Fair Housing
• Lease and associated forms
• All Company Forms
• Company Processes
• Company Policies
• Property Management Software
• E-signature software
• MLS and other listing services
• Self-showing service
• Company website

Job Role Tasks

• Communicates with resident once the lease is signed
• Answers any move-in questions from residents
• Responsible for maintaining move-in procedure manual and FAQs
• Responsible for getting all FAQs on the website and maintaining all external communications and documents
• Uploads lease documents to property management software
• Uploads resident information into Utility concierge portal
• Reviews lease to determine if any items are needed at the property
• Works with Property Manager to make sure all make-ready items are completed prior to moving in
• Works with field team to make sure move-in assessment is completed prior to move in and to make sure property is cleaned before move-in
• Schedules utilities to be turned on/off
• Schedules locksmith
• Gets all information to resident - HOA, keycodes, lockbox codes, access keys, etc
• Works with new resident and HOA as necessary
• Gathers any information regarding the home that is not in the system from the new resident
• Contacts resident after move-in (first few days, 30 days, 60 days)
• Works with residents and property manager on any move in outstanding items
• Asks new resident for referrals / sends satisfaction survey

Key Performance Indicators

• Customer service satisfaction
• Percent of move ins that were not ready
• Percent of move ins signed up for concierge services

Disc Profile - C, C/D, C/S

English Proficiency - Medium / High

Job Role Overview

The owner services manager is responsible for answering all first level calls from owner clients. The owner services manager supports the property manager on owner related items. The overall goal is to reduce the noise that comes into a property manager.

Recommended Training

• Property Management software
• Company Policies
• Company Processes
• Owner ledger and statements

Job Role Tasks

• Receives all incoming owner inquiries

Key Performance Indicators

• Turnaround time to owner inquiries
• Percent of escalated calls to the property manager
• Solves basic related questions from Owner clients - Statement, lease renewal, leasing, etc.

Disc Profile - C/S

English Proficiency - Medium / High

Job Role Overview

The leasing assistant assists property managers and real estate agents with application processing and move ins.

The leasing assistant is a non-licensed position and cannot negotiate any part of a lease. The leasing assistant should not speak to owner clients. The overall goal of the leasing assistant is to gather information to help the property manager and real estate agent lease properties and assist the prospect through the lease process.

Recommended Training

• Application Processing
• Lease
• E-sign software
• Property Management software
• Company policies (application, pet, etc)
• Company processes (application, listing, leasing, etc)
• Website

Job Role Tasks

• Run applications
• Gather all docs from applicants
• Bring all applicant data to team for final decision
• Create lease and sends
• Enter applicant info into software
• Set up applicant on utility website
• Prospect liaison during lease sign process - answers all prospect questions - security deposit, utilities, keys, move in process, approvals, etc
• Communicates with agents, PM and applicants throughout the process
• Creates leasing fees in PM system

Key Performance Indicators

• App turn around time
• Lease turn around time

Disc Profile - C/S, C/I

English Proficiency - Medium / High

Job Role Overview

The listing agent is responsible for marketing and leasing properties. The listing agent is responsible for the resident prospect journey through the lease signature.

Recommended Training

• Fair Housing
• MLS, listing software
• Self-showing software
• Application Processing
• Lease
• E-sign software
• Property Management software
• Company policies (application, pet, etc)
• Company processes (application, listing, leasing, etc)
• Website

Job Role Tasks

• Advertises property in management software, MLS
• Reviews and approves applications
• Works with 3rd party agents
• Schedules sign / lockbox with field tech team
• Works with prospective residents
• If resident wants to negotiate, escalates to PM (unless licensed)
• Creates lease

Key Performance Indicators

• Days on Market
• # of leads
• # of showings

Disc Profile - C/S, C/I

English Proficiency - Medium / High

Job Role Overview

The property manager is ultimately responsible for the profitability and the service levels of their portfolio. The property manager is responsible for managing the support team assigned to their portfolio. The property manager is responsible for identifying potential challenges and handling escalated issues. The property manager is responsible for building relationships with their owner clients.

Recommended Training

• All National Association of Residential Property Manager (NARPM) classes
• Property Management Agreement
• Lease and associated forms
• All Company Forms
• Company Processes - How the company operates
• Company Policies - Why the company operates a certain way
• Maintenance software
• Property Management Software
• Ticketing software
• Company website
• DISC
• Company Culture

Job Role Tasks

• Meets with team daily
• Reviews reports daily
• Proactively calls clients
• Makes suggestions for process improvements
• Handles escalated challenges, determines root cause, presents solutions
• Performs audits - Listing, inspections, move ins, turnover, lease renewals, collections, delinquency, maintenance, move outs. etc
• Onboards new clients
• Offboards clients

Key Performance Indicators

• Customer service satisfaction
• Owner Client Retention
• Percent of non-producing units

Disc Profile - C, C/S, C/D, C/I

English Proficiency - Medium / High

Job Role Overview

The overall goal of the collections expert is handle all rent collections, evictions and delinquency.

Recommended Training

• Company Policies
• Property Management Software
• Property Code
• Eviction Process
• Rent collection and type of payments
• Delinquency Process

Job Role Tasks

• Collect Rent
• Answer resident questions on how to pay rent
• Answer owner questions regarding collections and evictions
• File evictions
• Manage evictions throughout the process
• Send delinquent residents to collections
• Escalate payment plans, challenges to property manager

Key Performance Indicators

• % of online payments
• Rent collection %
• Total delinquent
• Evictions > 30 days

Disc Profile - C, C/D

English Proficiency - Medium / High

Job Role Overview

The field technician is the eyes and ears of the property manager. The overall goal of the field technician is to document the condition of the property in a report format and send it to the property manager. The field technician documents the property upon move out and pre move in.

Recommended Training

• How to take photos, videos
• Basic cell phone, ipad technology
• Inspection software
• Company process on how to walk a property
• What to look for when walking a property
• Rent Ready Expectations
• Company policies

Job Role Tasks

• Document property using inspection software
• Communicate challenges to the team
• Install lockbox and sign at property

Key Performance Indicators

• # of days from move out to walk

• # of days from make ready completed to walk  

Disc Profile - C/S

English Proficiency - Medium / High

Job Role Overview

The overall goal of the resident services associate is to own and manage the resident experience from move in to move out.

Recommended Training

• Lease
• Fair Housing
• Property Code
• Property Management Software
• Company processes
• Company policies

Job Role Tasks

• Lease creation
• Communicates with resident upon move in
• Performs lease renewals
• Schedules assessments
• Answers all queries by a resident during tenancy
• Communicates with resident upon move out
• Performs security deposit disposition
• Sends notices to resident
• Handles HOA and lease infractions
• Escalates any challenges to property manager

Key Performance Indicators

• Tenant Satisfaction
• % leases month to month
• # days to completed Sec Dep Disposition

Disc Profile - C, C/S

English Proficiency - Medium / High

Job Role Overview

The overall goal of the owner collections expert is to collect any required funds or delinquent funds from owner accounts.

Recommended Training

• Company Policies
• Property Management Software
• Property Management Agreement

Job Role Tasks

• Review reports and reach out to owners that have a negative balance
• Work with property managers to contact owners that need to make a contribution
• Reach out to any owner that has put in notice to collect any outstanding balances
• Make recommendations to property managers regarding owners that are delinquent
• Track and report weekly on all owner delinquency and the status of the property. 
• Send owners to collections

Key Performance Indicators

• Percent of owners delinquent
• Percent of money delinquent
• Percent of money delinquent > 30 days
• Percent of owners delinquent > 30 days

Disc Profile - C, C/D

English Proficiency - Medium / High

Job Role Overview

The overall goal of the resident screener is to collect all prospective resident information, perform background screening and present to the property manager.

Recommended Training

• Fair Housing
• Fair credit reporting act
• Company Policy - Qualifications
• Company process - Applications
• Background Screening software
• Pet Screening software
• Property management software

Job Role Tasks

• Contact residents to gather all information needed for a full application
• Answer prospective residents questions regarding application and move in process
• Run background screening based on company policy
• Communicate with prospective residents through the background screening process
• Contact previous employers for employment verification
• Contact previous landlords for previous resident verification
• Gather information and send to property manager for final approval
• Send out denial letters, approval letters as needed

Key Performance Indicators

• Turnaround time from application to background screening complete
• Turnaround time from property manager to decision

Disc Profile - C, C/D, C/S

English Proficiency - Medium / High

Job Role Overview

The resident services manager (RSM) is responsible for all communications with residents. The RSM handles lease renewals, collections, HOA and lease violations, move ins and move outs. The RSM typically does not handle maintenance but can with a smaller portfolio.

Recommended Training

• Fair Housing
• Property Code
• Lease and associated forms
• All Company Forms
• Company Processes - How the company operates
• Company Policies - Why the company operates a certain way
• Property Management Software
• Ticketing software
• E-signature software
• Company website
• DISC
• Company Culture

Job Role Tasks

• Answers all incoming resident queries
• Schedules Annual assessments
• Performs lease renewal
• Works with prospective residents once lease is signed
• Sends out Notice to Vacate and files evictions
• Communicates with resident during move out
• Schedules property to be documented upon move out

Key Performance Indicators

• Customer service satisfaction
• Collections Percent
• Percent of month to month leases

Disc Profile - C, C/D, C/S

English Proficiency - Medium / High

Job Role Overview

The overall goal of the resident coordinator is to own the prospective resident experience from prospect to move in.

Recommended Training

• Fair Housing
• Lease and associated forms
• All Company Forms
• Company Processes
• Company Policies
• Property Management Software
• E-signature software
• MLS and other listing services
• Self-showing service
• Company website

Job Role Tasks

• Communicates with resident once the lease is signed
• Answers any move-in questions from residents
• Responsible for maintaining move-in procedure manual and FAQs
• Responsible for getting all FAQs on the website and maintaining all external communications and documents
• Uploads lease documents to property management software
• Uploads resident information into Utility concierge portal
• Reviews lease to determine if any items are needed at the property
• Works with Property Manager to make sure all make-ready items are completed prior to moving in
• Works with field team to make sure move-in assessment is completed prior to move in and to make sure property is cleaned before move-in
• Schedules utilities to be turned on/off
• Schedules locksmith
• Gets all information to resident - HOA, keycodes, lockbox codes, access keys, etc
• Works with new resident and HOA as necessary
• Gathers any information regarding the home that is not in the system from the new resident
• Contacts resident after move-in (first few days, 30 days, 60 days)
• Works with residents and property manager on any move in outstanding items
• Asks new resident for referrals / sends satisfaction survey

Key Performance Indicators

• Customer service satisfaction
• Percent of move ins that were not ready
• Percent of move ins signed up for concierge services

Disc Profile - C, C/D, C/S

English Proficiency - Medium / High

Job Role Overview

The field technician coordinator is responsible for scheduling and coordinating all field work including both internal personnel and third party vendors. The coordinator is responsible for coordinating move in, move out assessments, annual assessments, lockbox and sign install and removal, make ready inspection, HOA violation inspections, etc.

Recommended Training

• Company Policies
• Property Management Software
• Inspection Software
• Mapping software
• Company Processes

Job Role Tasks

• Tasks field operators
• Maintains keybox and sign database
• Update Property management software with lockbox location, lockbox code, security codes, access codes
• Upload all inspections to the property management software
• Schedules locksmith
• Schedules one off property visits for access
• Enters any resident charges for not allowing access
• Escalates any issues to property manager

Key Performance Indicators

• # of days to get assessments scheduled
• # of days to get assessments completed
• # of move ins with no assessment

Disc Profile - C

English Proficiency - Medium / High

Job Role Overview

The overall goal of the collections expert is handle all rent collections, evictions and delinquency.

Recommended Training

• Company Policies
• Property Management Software
• Property Code
• Eviction Process
• Rent collection and type of payments
• Delinquency Process

Job Role Tasks

• Collect Rent
• Answer resident questions on how to pay rent
• Answer owner questions regarding collections and evictions
• File evictions
• Manage evictions throughout the process
• Send delinquent residents to collections
• Escalate payment plans, challenges to property manager

Key Performance Indicators

• % of online payments
• Rent collection %
• Total delinquent
• Evictions > 30 days

Disc Profile - C, C/D

English Proficiency - Medium / High

Job Role Overview

The overall purpose of the property marketing expert is to get all property information uploaded and listed within company guidelines.

Recommended Training

• MLS
• All methods to a property being listed
• Lease Agreement and importance of listing property correctly
• Company website
• Company Social Media

Job Role Tasks

• Add property information into MLS
• Streamline company materials and campaigns to ensure a consistent and concise message
• Create, deliver and edit marketing materials and advertising campaigns that are effective and timely
• Develop online/ in-person community events and all signage to encourage and entice potential buyers
• Manage website design, content, and track properties to ensure all content is up to date and relevant
• Update all social media posts and respond to followers
• Support the company and agent by tracking incoming leads/prospects so marketing campaigns can be adjusted accordingly to help ensure company growth

Key Performance Indicators

• # days to list
• # of leads

Disc Profile - C

English Proficiency - Medium / High

Job Role Overview

The turnover coordinator is responsible for coordinating all work to get a vacant property rent ready. The turnover coordinator works with the make ready vendor on the rent ready quote, schedules rekey, landscaping, pest control and any other vendor that is needed to get the property rent ready. The turnover coordinator works with the property manager and listing agent to keep them informed when property will be rent ready.

Recommended Training

• Company Make Ready Policies (owner wants to do own make ready, company rent ready standards, company rekey, pest control, cleaning)
• Company Processes
• Must know your vendors
• Must know pricing
• Must know what is needed to make a property rent ready
• Must be proficient in maintenance software

Job Role Tasks

• Assigns and schedules all vendors
• Receives quotes from vendors
• Reviews quote with Property Manager
• Communicates with team throughout the rent ready process and especially when rent ready is complete
• Reviews all completed work from Field Tech report
• Approves invoices
• Escalates challenges to Property Manager
• Tracks all rent ready work orders

Key Performance Indicators

• Avg Days from vacate to rent ready
• Vendor customer satisfaction

Disc Profile - C/D

English Proficiency - Medium / High

Job Role Overview

The overall goal of the lease renewal assistant is to own and manage lease renewals and assessments.

THe overall goal of the administrative assistant is to answer all inbound calls, perform follow up calls and maintain company documents and database.

Recommended Training

• Company policies
• Lease renewal process
• Overcoming owner/resident objections

Job Role Tasks

• Contacts residents and investors prior to lease expiration date to determine intent
• Informs appropriate teams of intent
• Schedules assessment teams to perform assessment report
• Forwards report to appropriate team members
• Creates and sends lease renewal for signature by resident and property managers
• Sends notices to resident throughout the lease renewal process
• Escalates challenges to the property manager

Key Performance Indicators

• Percent of the month to month leases
• Percent of assessments > 30 days old

Disc Profile - C/D, C/S

English Proficiency - Medium / High