- Assist with reviewing, monitoring, and evaluating monthly operating statements for each community within portfolio and assist with preparation of monthly variance and operating summaries.
- Assist with monitoring and administering contract services, repairs, and supplies, as well as communication of contract expirations.
- Assist with monitoring capital projects to help with on-time and on-budget delivery of capital expenditures for each community.
- Ensure the proper contract, insurance and scope of work accompanies every capital project.
- Help Regional Manager monitor completion and accurate, timely reporting of market surveys, weekly updates, outreach logs, toolbox safety, GROW Learning, bonuses, AME submissions and expirations and renewals for each community.
- Review on a regular basis relevant Entrata reports, lease renewal reports, expiration management reports, monthly operating summary reports and financial statements to direct focus and priorities for the property managers.
- Assist with designing and developing Entrata and Grow training programs, based upon needs assessment, for management and employees.
- Assist with developing and implementing new technology platforms.
- Review payroll as appropriate/requested.
- Participates in daily, weekly, monthly, and annual planning process as appropriate.
- Keep immediate superior promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action where necessary or suggest alternative courses of action.
- Maintains a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
- Assist with Manager Coverage when requested/necessary.
- Coordinate and assist with completion of Property Audits.
- Assist with all facets of due diligence and property acquisitions and dispositions.
- Complete and assist with AME process.
- In addition to training the basic application, support the efficient and effective use of Entrata software by assisting personnel in troubleshooting system problems or unknown variances and performing modifications when deemed appropriate by COO or senior management. Complete customization of Entrata as directed by COO and assist accounting management with same. Assess training and staff development to enhance the effectiveness of Entrata.
- Assist with special projects and or overflow projects when deemed appropriate by COO.
- Monitors account to identify outstanding debts.
- Investigates historical data for each debt or bill.
- Takes appropriate actions to encourage timely debt payments.
- Updates account status records and collection efforts.
- Develops effective repayment plans.
- Communicates with clients by following up on overdue accounts.
- Oversees all monthly payments and refunds.
- Researches, and implements effective collection procedures and techniques.
- Creates monthly credit records.
- Establishes payment plans within guidelines if payment in full is not possible.
- Resolves, independently and promptly, unique collection situations requiring special attention with input from the supervisor.
- Responds promptly to client inquiries according to the level of urgency, properly documenting details of actions taken.
- Responsible for verifying the accuracy of charges for the portfolio accounts, researching inconsistencies, and making the necessary corrections.
- Prepares documents, letters, and other communication materials for internal and external distribution; types and spell-checks documents, complies with statutory notice periods and any relevant document retention policies.
- Complies with statutory notice periods and any relevant document retention policies.
- Communicates and coordinates with other internal departments as necessary.
- Completes projects, tasks, assignments, and other work that is unique to the department.
- Follows departmental policies and procedures, and meets standards, metrics, and other benchmarks used within the department for evaluating performance and results.
- Complies with Company's policies and procedures, safety rules and regulations, and all applicable local, state, and federal laws.
- Completes all training provided by the company regarding accounting, fair housing, marketing, leasing, customer service, etc.
- Performs other duties assigned.
- When assisting with Manager coverage, monitor and evaluate standards for acceptable curb appeal and cleanliness. Implement work if applicable/appropriate.
- When assisting with Manager coverage, implement, monitor, and evaluate standards for unit turns, service requests, grounds, and other maintenance-related responsibilities at community if applicable/appropriate.
- When assisting with Manager coverage, recognize and offer appropriate alternatives for deferred maintenance, capital needs and life/safety issues at community.
- Help evaluate and make recommendations to RM for staffing needs/training for each community within portfolio to maximize net income and resident satisfaction.
- Help ensure maximum level of service and commitment to resident retention at each community within portfolio.
- Manage resident hotline calls. Contact properties for clarification of issue and help to obtain acceptable resolution.
- Assist RM to monitor and ensure proper, timely and accurate record keeping (e.g., lease files, vendor files, invoices, replacement schedules, payroll, move-out dispositions, bank deposits, etc.) on each community within management portfolio.
- Assist and provide training, teaching, counseling, and support to employees to promote focus, dedication and resolution of company priorities and objectives.
- Administer and assist with all Entrata, including help desk items, when fellow Operations Manager is absent or not available. Manage Entrata Doc Management updates, changes to forms and policies and place in Entrata as appropriate.
- Any other items/tasks as deemed necessary/appropriate by COO.
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Operations/Collections Manager - Scottsdale, United States - Baron Property Services
Description
JOB SUMMARY: Under the direction of the COO, the Operations Manager is responsible for supporting the properties at all levels including but not limited to general administration, operations, maintenance and Entrata support. Additionally, the Operations Manager acts as direct support to the Regional Vice President.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following but are not limited to the job specifications contained herein.Additional duties or job functions that can be performed safely may be required, as necessary.
Property Management
COMPETENCIES: To perform the job successfully, an individual should demonstrate the following:
Adaptability:Accepts criticism and feedback.Adapts to changes in the work environment.Changes approach or method to best fit the situation.Manages competing demands
Communications: Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Dependability: Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery.Meets attendance and punctuality guidelines.Responds to requests for service and assistance.Takes responsibility for own actions.
Quality: Applies feedback to improve performance.Demonstrates accuracy and thoroughness.Displays commitment to excellence.Looks for ways to improve and promote quality.Monitors own work to ensure quality
Teamwork:Balances team and individual responsibilities.Contributes to building a positive team spirit.Exhibits objectivity and openness to others' views.Gives and welcomes feedback.Puts success of team above own interests. Assist and support fellow Operations Manager, as needed.
Customer Service:Displays courtesy and sensitivity.Manages difficult or emotional customer situations.Meets commitments.Responds promptly to customer needs.Solicits customer feedback to improve service.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION/EXPERIENCE: Four (4) year college degree. Previous experience in multifamily real estate operations/collections.
LANGUAGE SKILLS: Ability to read and comprehend instructions, correspondence, and memos.Ability to write memorandums, market studies, operating analyses, and other forms of industry-standard correspondence.Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the Company.
COMPUTER SKILLS: Ability to create, modify, save and delete simple to advanced files in Microsoft Word and Excel; effectively process resident activity in Entrata; and send, receive and utilize attachments within electronic mail and internet applications.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.Ability to calculate figures and amounts such as discounts, pro-rations, commission's proportions and percentages.
INTERPERSONAL SKILLS: Ability to understand and deal effectively with resident, vendor or personnel concerns or issues according to Company policy regardless of attitude, behavior or tone of the individual. Ability to motivate, discipline and train employees to maximize productivity.
PROFESSIONALISM: Ability to approach others in a tactful manner, react well under pressure, accept responsibility for own actions, follow through on commitments, treat employees with respect and consideration regardless of position.
TEAMWORK: Ability to build morale and group commitments to goals and objectives, recognizes accomplishments of other team members, balances team and individual responsibilities, exhibits objectivity and openness to other views, gives and welcomes feedback.
ETHICS: Ability to inspire the trust of others, upholds organizational values, treats employees with respect, keeps commitments.
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed and /or complex written or oral instructions.Ability to deal with one or more problems at a time involving one or more variables that are either known or unknown.
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 use hands, talk and hear.The employee frequently is required to stand, walk, sit, and reach with hands and arms.The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.
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.While performing the duties of this job, the employee is frequently exposed to outside ambient temperatures, including excessive heat, cold and precipitation, as well as considerable travel to and from properties.You will be required to use a personal vehicle for company business; therefore, proper liability insurance shall be required
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