Retention specialist Jobs in Raleigh, NC

Job Description

Job Description

Summary : Responsible for performing a range of duties essential to achieving our mission of providing access to stable, affordable housing for people who are homeless or at risk of becoming homeless. This position assists in the management of a portfolio of rental properties, engages in and promotes positive relations throughout the resident lifecycle. The Intake Specialist requires a balance of knowledge and skills to successfully assist in resident retention and satisfaction, compliance, rent collection and vacancy optimization, and the achievement of key performance metrics expected from high performing teams.

Duties and Responsibilities include the following :

• Assist with ownership of property performance such as occupancy, retention, resident relations, and resident satisfaction in alignment with our human-centered design framework and lean process improvement.​​​​​
• Responsible for supporting both the Property Management Department and the Receptionist through basic office procedures.​​​​​​
• Ability to perform data entry and basic office work accurately and handle routine office situations appropriately.
• Manages current and future occupancy by initiating and assisting with on-time annual lease renewals; coordinates with resident(s) and their support team (if applicable) to collect documentation, send scheduled notifications, along with required questionnaires, and ensure documents are date and time stamped.
• Fully understands the recertification process and all its components to ensure tenants are accurately recertified on time. Update required annual recertification logs. Enter required data where appropriate, property management system(s), emails, recertification logs, etc.
• Ability to use Microsoft Word, Microsoft Excel, Microsoft Outlook, Property Management software, and any other computer software as required by the position. Ability to make, receive, and log a high volume of daily phones calls and emails.
• Maintains organized and updated resident files, records, and ongoing communications and associated documentation in alignment with internal and external compliance.
• Ability to follow directions and to demonstrate excellent organizational, written, and oral communication skills; outstanding listening skills and patience are a must.
• Coordinates rental increase and recertification's with local Housing Authorities and other subsidy providers. Understand third party subsidy expectations and guidelines.
• Responsible for attending department meetings and staff meetings. Ability to work as a member of a team.​​​​​​
• Process recertification notices for tenants, pull renewal reports and mail out notices to tenants in a timely manner. Contact support team or subsidy providers if needed.
• Build a good relationship and be responsive to tenants and service providers Documents all conversation in tenant file in a timely manner, reaching out to tenant support teams and funders, sending notices when needed and process all termination or non-lease renewals.
• Completes annual required trainings.
• Perform other responsibilities and / or tasks as assigned by supervisor or other management staff.

Supervisory Responsibilities :

No direct reports

Qualifications :

Language Ability :

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and / or fellow employees.

Math Ability :

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability :

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills :

To perform this job successfully, an individual should have knowledge of Microsoft Office, internet software, property management software, HMIS, and RCRS.

Education / Experience :

High school diploma or general education degree (GED); and one to two years related experience and / or training; or equivalent combination of education and experience.

Certificates and Licenses :

Valid driver’s license

Knowledge, Skills, and Other Abilities :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, and talk or hear. The employee is occasionally required to stand, walk, use hands, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision and distance vision.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.