Resident Services Manager

Your Opportunity

At The Scion Group, we’re changing what student housing means. It’s bigger than beds and buildings. It’s about providing unique experiences and 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.

Your Benefits

• FLSA Status Exempt
• Discretionary annual bonus
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k Matching
• Paid Maternity Leave

Key attributes in our next team member 

• Resident-centric Attitude
• Effective communicator 
• Inherent Empathy
• Master of Priorities

The Day-to-Day

Resident Business Administration:

• Quickly responds to inquiries from current and prospective residents regarding accounts, billings and other community services.
• Conducts the 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.
• Helps to maintain a welcoming office environment and a high level of resident experience.
• Coordinates work order requests with appropriate staff or vendors.
• Assists with all renewal efforts by developing relationships with residents and providing moments that exceed our student resident’s expectation.
• Must have a thorough understanding of:
  • General community knowledge (number of buildings, unit mix, physical amenities, location, college 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 Housing Management Software and various Addenda.
  • Provides housing and amenity tours to prospects, as needed.

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 fee and collection policies, keeping delinquency below 2% by month end.
• Escalates any problems to the Community Director, with recommendations, as appropriate.
• Posts payment receipts to the housing management software and documents payment.
• Files evictions in accordance with the collections policy and delivers required notices in compliance with City/County requirements in congruence with College standards.
• 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.
• Completes assignments leading up to, during, and after the student community turnover period, including, but not limited to: auditing accounts, reviewing move-out and move-in board, sending accounts to collections, updating new resident’s scheduled billing, and processing no-shows and skip residents.
• Assist with accounts payable and miscellaneous receivables tasks.

Annual Community Turn

• Assists in assuring the resident has a positive experience and remains available to manage any concerns that might arise as assigned by the Community Director.
• 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. Attempts to collect on former resident balances in-house per collections policy.
• Processes former resident accounts to collections agency per collections policy; ensures account information is accurate.

Team Leadership and Development

• Assumes additional responsibilities and may temporarily step in for the Community Director for short-term, as requested.
• Participates in regular on-call scheduling to respond to community emergencies.

The responsibilities listed above are not all inclusive. However, they are indicative of the types of responsibilities normally performed by the Resident Services Manager.

Qualifications

• College degree preferred, and 1-2 years of housing management experience, 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. 
• Commitment to excellence and high standards.
• 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 to work independently and as a member of various teams.
• Strong interpersonal, verbal, and written skills.
• 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.