Assistant Manager

**Assistant Community Manager** **Who we are:** At RBM, we believe great communities are built by great teams. We work together, do the right thing, and take pride in delivering work that residents, partners, and teammates can rely on. Every day we look for ways to improve, support each other, and create places people are proud to call home. **Purpose of the Role** Support the Community Manager in achieving occupancy, revenue, and resident satisfaction goals by owning daily leasing administration, renewals, collections, and reporting, while coordinating tightly with maintenance and leasing to deliver a consistent, policy compliant resident experience. **Primary Responsibilities** - Leasing & Move in Execution — Process applications, verify screening criteria, prepare compliant leases, and coordinate move ins. - Renewals & Retention — Lead renewal offers, follow-ups, and resident engagement activities to protect occupancy and NOI. - Collections & Accounting — Record payments, manage delinquencies per policy, and produce accurate rent rolls and deposit accounting. - Resident Relations — Respond to inquiries and service requests professionally; ensure timely resolution or escalation. - Property Readiness Coordination — Partner with maintenance for inspection schedules, make‑ready status, and tour path readiness. - Reporting & Compliance — Maintain accurate records in AppFolio/CRM and deliver required weekly/monthly reports - Office Operations & Team Support — Support CM with office organization, vendor paperwork, notices, and policy enforcement. **Key Performance Metrics** Occupancy & Leasing - Lead-to-Lease Conversion (assists/co-handles): ≥45% for qualified, toured prospects. - Application Cycle Time: Complete file & submit for approval ≤ 24 hours after receiving all docs. - Move In Readiness: 0 life safety or major habitability defects at moving in for ACM owned files. Renewals & Revenue - On Time Renewal Offers: 100% sent ≥60 days before lease end (or property standard). - Renewal Capture Rate: Meet CM set monthly target; document retention actions on ≥95% of expiring households. - Delinquency Control: Maintain delinquency at/below monthly target; 100% policy timed notices. Service & Compliance - Resident Response Time: First response ≤1 business hours for email/web; callbacks ≤30 minutes during office hours. - File Accuracy: ≈100% compliant lease files (no missing initials/signatures; correct rates/terms). - Online Reputation: <4 negative reviews/quarter attributable to office service; documented recoveries for all critical reviews. **Required Collaboration Points** - Community Manager — pricing, approvals, renewals strategy, collections approach, reporting. - Leasing Consultant(s) — lead follow-up, tour readiness, application files. - Service Manager/Maintenance — makeready timelines, inspection schedules, work orders affecting move ins. - Accounting/Corporate — delinquencies, month end, deposits, refunds. ### **Engagement in My Role** - Stays on top of delinquency without being reminded - Follows up on renewals and paperwork promptly - Supports the PM proactively - Handles residents calmly, even when it’s tough - Keeps files and systems organized ### **Requirements** - 3+ years in multifamily/military/student housing - Knowledge of Fair Housing rules and regulations - CRM/AppFolio and MS Office proficiency. - Professional customer service, accuracy, problem-solving, and organization. - Availability during regular office hours then evenings/weekends as needed. - Holds a current valid driver’s license and reliable transportation. - Uphold company policies, professional conduct, and confidentiality at all times. - Ability to meet role’s physical demands of walking the property including stairs, sitting & standing for prolonged computer-based tasks, resident interactions, and admin work. Along with the ability to lift, carry, or move items up to 20 lbs. 08:00am- 5:00pm + Saturday rotation from 10-2pm