Centralized Ops Specialist

General Summary of Duties

Responsible to successfully partner with onsite community management for cross collaboration to ensure future and current residents have a positive touring/leasing, approval and lease signing, and renewal experience. Adheres to a high standard of Sales, Renewals, Self-Guided Touring, Application/Lease, Compliance best practices as outline by Management.

Essential Functions

• Complete outbound new lead follow-up to prospective renters via text, email, and phone.
• Heavy focus on engaging prospects in leasing conversations at assigned UDR communities.
• Follow lead management best practices at all supported communities.
• Inform prospects about the apartment communities’ selling features and match prospective renters to apartment homes that meet their specifications.
• Must be capable of overcoming objections, cross selling, and upselling floor plans and/or communities whenever possible.
• Relay property specific information through resources provided.
• Set appointments for prospects to tour communities based on apartment availability.
• Work successfully in an autonomous capacity adhering to strict weekly/monthly sales metrics.
• Balance a high volume of new lead outreach alongside ongoing conversations with new/existing prospects.
• Effectively work within a Customer Relationship Management (CRM) System to document all prospect interactions, create/utilize prospect journeys and schedule future follow ups.
• Ensure follow through on engaged prospects until considered “disengaged.”
• Manage time efficiently responding to newly responsive leads or to existing leads as they respond to automated outreach. Change prospect status accordingly.
• Utilize online leasing to secure applications from prospects via the website.
• Aid in screening, troubleshooting, and conduct hand off to Centralized Application and Lease team once application fully submitted.
• 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.
• 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.
• Manage the flow and promotion of early-bird renewal offers and pricing resets. Create a sense of urgency.
• 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.
• Reset expired offers or adjust renewal offer amount based on approved rate or lease term negotiations.
• Audit rentable and non-rentable items to ensure accurate renewal pricing.
• Ensure valid renters’ insurance is on file for each resident upon renewal or opt the resident into the company provided insurance.
• Manage and maintain an Excel renewal tracking spreadsheet/file and Sugar CRM, including formatting, and filtering daily, to track pending renewals/NTV’s.
• 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.
• Effectively communicate with prospects while they are on tour. Utilize the available tools such as SmartRent and properties maps to address navigational or lock issues.
• 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.
• Perform other duties as assigned or as necessary.

Centralized Application and Lease

• Administer full cycle application review, approval/denial, income verification (if applicable) lease generation and collection of the applications within a designated region or area.
• Verify application qualifications.
• Ensure accuracy of lease information and collect signatures within required timeline.
• Verification of Government issued photo IDs, parking/vehicles, pets, and other rentable items prior to generating the lease.
• Adjust resident ledgers, apply concessions in accordance with applicable specials, and collaborate with Business Managers to ensure ledger adjustment accuracy.
• Notify the future resident of receipt/approval of the application, prepare resident move-in paperwork, ensure the new resident signs all necessary paperwork (leases, addenda, notices, etc.) and pays applicable deposits.
• Communicate and verify compliance with mandatory renters’ insurance as per company policy (if applicable) and Rhino before move in.
• Adhere to UDR legal and audit requirements, federal, state, and local fair housing regulations regarding the application process, lease creation, collection of all resident documents and unit vacant days.
• Thoroughly complete and enter application information into CRM.
• Maintain meticulous notes in CRM, Onesite, email and .
• Perform other duties as assigned or necessary.

Centralized Compliance

• Verification of Government issued photo IDs.
• Verification of denials – making sure the denial reason is correct, making sure application and lease specialist have made all outreaches.
• Preform initial outreaches for the application department, making sure to request proof of income, ID, and proof of receipts.
• Adjust resident ledgers, apply concessions in accordance with applicable specials, and collaborate with Business Managers to ensure ledger adjustment accuracy.
• Administer full cycle application review, approval/denial, and income of the applications within a designated region or area.
• Verify application qualifications.
• Ensure accuracy of application files within required timeframes.
• Adhere to UDR legal and audit requirements, federal, state, and local fair housing regulations regarding the application process, lease creation, collection of all resident documents and unit vacant days.
• Perform other duties as assigned or necessary.

Education and Experience

• Associate Degree or equivalent combination of education and experience required.
• Minimum of two years’ sales/direct customer service experience required.
• Customer relationship development experience is required.
• Office administration experience preferred.
• Property management/leasing experience preferred.

Hourly Pay Rate

$25/hr.

Anticipated Close Date

July 7, 2026