Schedule: 9AM-5PM / Monday- Friday
As a member of our Operations team, the Resident Retention and Renewals Specialist is a vital component of our community's day-to-day impression on our residents. As such, the Resident Retention and Renewals Specialist is expected to maintain a high level of quality customer service and professionalism. Essential duties and responsibilities include the following but are not necessarily limited to those listed.
Position Responsibilities include:
* Generate and distribute renewal offers for eligible Residents in accordance with company standard operating procedures; track responses and follow up as required.
* Prepare, issue, and countersign renewal leases; update property management software with executed lease terms and ensure data accuracy.
* When renewal offers are not accepted, enter notice to vacate information into property management software and notify the Property Manager.
* Serve as a portfolio-level resource to Property Managers regarding renewal status, lease execution, and resident account activity.
* Send late notices to delinquent Residents in accordance with established policies and applicable regulations.
* Manage delinquent Resident accounts through established resolution and recovery processes.
* Prepare and process Justice of the Peace (JP) Court filings related to evictions and non-payment.
* Attend JP Court proceedings as required and track outcomes.
* Follow up on pending JP Court actions, including additional filings when necessary.
* Coordinate the handoff of unresolved delinquent accounts to third-party collection agencies in accordance with company policy.
* Maintain accurate, complete, and audit-ready documentation related to renewals, notices, court filings, and collections activity.
* Ensure all renewal, delinquency, and eviction actions comply with applicable local, state, and federal regulations.
* Track and report on key metrics related to renewals, delinquency, evictions, and collections activity; escalate high-risk accounts as appropriate.
* Communicate professionally and empathetically with Residents regarding renewals, account status, and resolution options.
* Identify opportunities for process improvement related to renewals, delinquency management, and eviction workflows
Key Skills:
* Comfortable with multi-channel communications
* Skilled in building rapport with customers
* Excel at follow-up and organization
* Attention to detail in renewal processing and JP Court filing procedures
* Adaptable to tech enabled workflows (e.g., coordinating with AI tools/CRM)
* Strong written and verbal communication and tech fluency
Required Experience:
* 2+ years of experience in multifamily property management, lease administration, Resident accounts, or a related role.
* Demonstrated experience handling lease renewals, Resident notices, and delinquent accounts in a multifamily or residential portfolio.
* Working knowledge of eviction processes and court filings (JP Court or equivalent), including documentation and follow-up.
* Strong proficiency with property management software and Microsoft Office (or Google Workspace), with a high level of accuracy and attention to detail.
* Proven ability to communicate professionally and empathetically with Residents, Property Managers, and external partners while enforcing policies and procedures.
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Synerfac Technical Staffing