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Centralized Renewals Specialist

3 months ago

Littleton, United States UDR Full time
Description

UDR, Inc. is now hiring a Centralized Renewals Specialist to join our team at our corporate office.

GENERAL SUMMARY OF DUTIES: A customer service focused professional who is responsible for outbound follow-up to current residents. Accountable for relationship-building with key stakeholders in property operations. Adheres to a high standard of renewal management best practices as outlined by Management. Entrepreneurially minded individual with a focus on streamlining efficiency and implementing innovative solutions.

SUPERVISION RECEIVED: Reports to the Team Lead - Centralized Renewals

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

1. Complete outbound follow-up to residents in pending stages of lease renewals via phone, email, and text. Heavy focus on customer service; including residents that are on notice to vacate, have lease renewal requests/questions, or necessitate service from the UDR Corporate Office.
2. Discuss lease renewal terms and rates with residents, selling the benefits of renewing a lease over moving out. Must be capable of overcoming objections and discussing the impact of current market conditions on renewal rates.
3. Bring rate negotiations, unit upgrade requests, and/or lease term length negotiation requests to Pricing or Regional Management for guidance on next steps. Enter service tickets in OneSite for maintenance requests.
4. Contribute to the actualization of budgeted/targeted renewal occupancy goals.
5. Manage the flow and promotion of early-bird renewal offers and pricing resets. Create a sense of urgency.
6. Reset expired offers or adjust renewal offer amount based on approved rate or lease term negotiations.
7. Audit rentable and non-rentable items to ensure accurate renewal pricing.
8. Ensure valid renters' insurance is on file for each resident upon renewal or opt the resident into the company provided insurance.
9. Establish rapport with on-site management at assigned properties across diverse asset-quality and geographic regions. Facilitate a culture of cross-collaboration between the Corporate Centralized Renewals team and the field management teams.
10. Manage and maintain an Excel renewal tracking spreadsheet/file, including formatting and filtering daily, to track pending renewals/NTV's.
11. Update and maintain resident records in the property management system with attention to detail in documenting brief, but specific notes on every follow-up completed.
12. Provide exemplary customer service to residents. Balance the needs of internal and external customers.
13. Ensure follow through on all residents until they have signed their renewal or given notice and moved out. Manage time efficiently with meticulous attention to timely customer service.
14. Identify strategic opportunities for department growth and innovation.
15. Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:

  • Knowledge of organizational policies and procedures. Ability to apply policies and procedures to solve everyday issues. Knowledge of basic office practices and procedures.
  • Meticulous organizational skills required. Must be nimble, learn quickly, and be capable of clearly conveying the value proposition in leasing. Must display a keen ability to balance the needs of internal and external customers. Bring an entrepreneurial, 'can-do' attitude to the table daily.
  • Knowledge of principles and methods for promoting apartment properties. Must know and follow the Fair Housing laws. Demonstrated knowledge and familiarity with community and rental property operations. Ability to effectively present information. Demonstrated knowledge of demographics surrounding assigned properties. Ability to travel domestically to Company properties, as Management dictates. Capable of flexibility in office space including mobile office tools such as: a laptop computer, a tablet, and a mobile phone. Ability to complete and apply all of the provided sales training.
  • Ability to exercise initiative, problem-solving, and decision-making skills. Ability to establish priorities and coordinate work activities.
  • Must demonstrate excellent reading comprehension and written composition skills. Proven exceptional communication skills, both written and verbal. Polished interpersonal skills. Ability to work in an autonomous, self-directed environment. Ability to work in conjunction with Company managers, prospective residents, residents, and associates.
  • Demonstrated proficiency in the use of the internet and internet searches. Must be skilled in word processing, drafting correspondence, and memoranda. Attention to details, and proficiency with MS Office software applications required such as Microsoft Office, Word and Excel.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping and stretching. Occasionally lifting items weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Occasional evening or weekend work. Occasional travel in the United States to UDR communities.

EDUCATION AND EXPERIENCE:

1. Associate Degree or equivalent combination of education and experience required.
2. Minimum two years' of property management experience is required.
3. Customer relationship development experience is required.
4. Intermediate proficiency using Microsoft Excel and other office products is required.
5. Must have and maintain a valid driver's license unless otherwise noted.

Benefits Offered:
* Medical, Dental, Vision Plans
* Medical Flexible Spending Account
* Dependent Care Spending Account
* Supplemental Term Life Insurance
* Voluntary Cancer Insurance
* Supplemental Short-Term Disability Insurance / AD&D Insurance
* Voluntary Long Term Care Insurance
* 401(k) Plan with company match

Pay Range:
* $21.93/hr. (minimum) - $24.03/hr. (maximum), depends on experience

Performance Spiffs:
* Eligible for monthly performance spiffs, based on various metric-related factors, adding to total compensation potential

Anticipated Close Date: August 27, 2024

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.

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