Director of Residents Administration

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Director of Residents Administration is the liaison among the General Manager, homeowners, members of the Board of Directors, Committee Members, and the association management staff. The Director of Residents Administration is an onsite role who assists the General Manager with office, administrative and clerical functions, coordinating and scheduling, and project management. Team collaboration and customer service driven are essential for success in this role.

Daily responsibilities:

• New owner orientation (payment options, L&N account process, setting up in BL, direct debit, etc.), keys, etc.
• Initial first contact for resident questions. If DRA cannot answer questions/fulfill request, will direct owner to the designated staff member for a response.
• Day-to-day questions/complaints concerning resident services – lifeguards/pool service, gym, mailroom, Amazon Hub set-up and use, etc. (Send Declaration or Bylaws or other legal questions/complaints to DAM.)
• Smaller account corrections (processing tenant move-in fees and resale fees) and first-time late offenders.
• Preparation of Resale Packages & lender requests (questionnaires, etc.).
• Roll-up garage door remote and door fob programming.
• Processing ancillary income (laundry) and “other” income (in-unit service checks, etc.).
• Prepare formal written documentation requesting resident (owner?) reimbursement for non-insurance losses (legally allowable for reimbursement when it’s not an association issue). If not collected within 30 days, send to Director of Association Management to pursue through letter of assessment and legal processing.
• Manage concierge staff and concierge scheduling.
• Orders for office and general supplies and oversee that account is reconciled so each director has designated invoice for expense report.
• Reordering of supplies for keys.
• Oversee expenditures for administrative expenses in budget (will prepare estimates for future budgets).
• Prepare reimbursements/payment requests in Branch Access for Committee members.
• Print hard copy of BOD meeting minutes for Front Desk binder each month.
• Distribute informational documents/notices, work correspondence to owners and other residents. When complete, upload admin and maintenance calendar and ensure reminders are sent for maintenance and BOD events.
• Coordinate with DOO for Wednesday and other emergency water shutoffs for tiers.
• Coordinate the bulk trash container schedule and announce dates to owners.
• Communication with committees about their events, sending out information regarding their events when needed.
• Coordinate In-Unit Service work order completion with DOO and maintenance team and update in BuildingLink.
• Work directly with other two directors in emergencies to ensure owners and other residents are notified as necessary (emails, texts, hard copy notices). Ensure Concierge staff has protocol for emergencies.
• Assist with other projects as assigned.
  
  

Requirements

• 2+ years of community association experience.
• Knowledge of the Association Board of Directors, the General Manager, and how those roles interface with the requests of homeowners.
• Customer service driven and team oriented with a consultative approach when assisting others.
• Effective project management skills; ability to prioritize and manage multiple projects in various stages of completion and communicate with all parties involved.
• Excellent communication skills (written and oral) and conflict resolution techniques.
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.