Seasoned property management specialist with over 6 years of experience in multi-family and investor-based companies. Highly skilled in customer service with 15 years of experience and a niche for transparency, thorough communication, problem resolution, decision making, attention to detail, and learning and coaching for success. Innovatively revenue driven with 6 years of general ledger management, auditing, balancing, accounts payable, accounts receivable, and relationship building with team members and government agencies. Over 3 years in managerial roles.
Supervised, coached, and trained an office team of 5 employees. Handled all escalated inquiries and complaints from investors and residents. Process account payables, account receivables, managed and audited company bank accounts and deposit batches. Audit resident and investors accounts for accuracy and balancing. Process move-in and move-outs including security deposit processing and reconciliation in the Buildium platform and bank account. Train and manage the process for court filings and hearings including failure to pay rent, tenant holding over, and wrongful detainer cases. Finalized employee handbook and office procedures to assist in stabilizing the company. Managed daily operations.
Established relationships and provided guidance to residents and office staff to create a positive and collaborative environment. Responsible for first level escalations and problem resolution for tenants. Research, file, and renew homeowner documents to secure the wellbeing of their investments. Manage delinquency and rental payments while identifying and resolving ledger errors. Oversee property keys and lockbox codes. Manage and process resident lease renewals and violations. Assist senior manager and company owner as needed.
Oversee, coach, and train rent collection specialist at 8 properties totaling over 3,400 units. Collaborate with each property manager to discuss property financials and goals. Responsible for monthly financial reports relating to uncollectible rent and rental assistance programs to identify trends. Established and maintain relationships with large non-profit organizations to create a personable touch when assisting our residents through attentive service and prompt issue resolution. Delivered engaging presentations during regional manager meetings to give updates and innovative ideas to positively impact regional revenue. Work with A/R and A/P departments to resolve check scan deposits, refunds, and balance batches as needed. Host team building events and contests among 8 rent collection specialists. Owning my role as leader by assisting any department as needed while on site such as emergencies and escalations.
Perform in all operational areas including leasing, rent collections, resident services, and maintenance. Assist leasing staff with prospects and residents as needed, such as reviewing applications and answering general inquiries. Take responsibility and resolve office escalations relating to resident concerns. Completed final move-out walk-throughs with tenants to identify required repairs. Perform rent collection duties such as educating residents and contacting lease holders via phone, email, text, and physical notices. Processing payments and creating batch reports to be delivered to the A/R department. Process rental payments for Section8 and voucher tenants; complete the process for rental increases and renewals. Auditing resident accounts for accuracy and balancing. File FTPR court filings through Ewrit Filings software and attend court to represent the company in tenant-landlord disputes. Coordinate with the county constable to execute evictions. Coordinate with maintenance team and outside vendors to efficiently carry out unit turns and work order requests. Complete monthly variance reports and audit GL Codes for errors regarding account allocation and purchase orders. Submit weekly payroll for office staff and maintenance staff via ADP. Manage resident events. Cover property manager roll when he/she is out of office.
Investigated and resolved accounting, service and delivery concerns. Assisted customers with navigating bank systems, completing transactions and opening or closing accounts. Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required. Investigated disputes and handled suspected fraud with diligence and attention to detail. Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings. Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly. Provided financial solutions tailored to individual client needs, promoting long-term financial stability for customers. Worked closely with various internal departments such as lending or investments, ensuring seamless communication between teams for optimal client outcomes. Implemented feedback from management to continuously improve performance and exceed expectations in customer service delivery. Trained and mentored new banking personnel on customer service strategies, supporting group performance goals.