Specialist, Resident Resolutions

About the role

The Specialist, Resident Resolutions serves as the primary point of contact for escalated resident concerns, ensuring timely, professional, and consistent communication throughout the resolution process.

Key responsibilities

• Investigate complex resident situations by reviewing account history, maintenance records, lease documentation, and supporting information to determine appropriate resolutions.
• Evaluate and process requests related to concessions, relocations, early terminations, BBB complaints, and other escalated resident matters in accordance with company policies.
• Coordinate with cross‑functional teams including Property Management, Maintenance, Leasing, Legal, Utilities, Security Deposits, and other internal departments to resolve resident concerns.
• Proactively communicate with residents to gather required information, explain available resolution options, and provide timely updates throughout the case lifecycle.
• Maintain detailed documentation of resident interactions, research performed, decisions made, and actions taken within company systems.
• Monitor assigned cases to ensure service level agreements (SLAs) and departmental KPIs are consistently achieved.

Required profile

• Strong analytical skills with the ability to review multiple data sources and determine appropriate actions.
• Excellent communication skills to interact professionally with residents and internal teams.
• Ability to prioritize multiple active escalations while adapting to changing business needs.
• Commitment to compliance with departmental SOPs, work instructions, and company policies.