Resident Screening Associate

About the role

Birge & Held Investing in Communities to Transform Lives. We are committed to bringing excitement and energy to the business of multifamily housing. Our employees have a Passion for People, demonstrate Leadership at Every Level, and are Always Learning & Innovating.

Responsibilities

• Conduct all application processing activities in accordance with company policies and procedures, Fair Housing regulations, Americans with Disabilities Act (ADA), Fair Credit Reporting Act (FCRA), and all applicable federal, state, and local laws related to resident screening and leasing.
• Process rental applications through all required company software platforms, including Knock, the PMS, and screening systems, ensuring accuracy and completeness.
• Maintain a working understanding of property-specific screening criteria, including income requirements, credit standards, criminal screening guidelines, and approved exceptions.
• Maintain awareness of property concessions, specials, and screening nuances to ensure applications are processed in alignment with property expectations.
• Collect, review, and verify applicant documentation to ensure all required information is received and properly recorded.
• Complete resident screening, fraud prevention checks, and approval workflows in accordance with company standards.
• Ensure assigned applications are fully processed within the required 48 business-hour timeframe to support onsite teams in rolling move-in dates.
• Prepare, issue, and track lease documents for approved applications, ensuring proper execution and documentation.
• Complete employee move-ins when assigned, including execution of employee lease addendums and required documentation.
• Maintain clear, accurate, and timely communication with onsite property teams regarding application status, approvals, denials, conditions, and next steps.
• Enter detailed application notes and property communications within the PMS and application software to ensure transparency, continuity, and audit readiness.
• Adhere to all documentation, recordkeeping, and file audit standards prior to lease execution.
• Escalate complex screening scenarios, discrepancies, compliance concerns, or exceptions to the Resident Screening Manager for review and direction.
• Respond to application-related questions from onsite teams and internal departments in a timely and professional manner.
• Support reporting, audits, and administrative requests as assigned.

Requirements

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• One (1) year or more years in a customer service, sales, or customer facing role.
• Demonstrated ability to exercise independent judgment, especially in prospect communication, problem-solving, and reporting.
• Proactive, solutions-driven mindset to address concerns and effectively implement next steps with limited supervision.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Excellent interpersonal, verbal, and written communication skills.
• Professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• A desire for professional development and continued learning.
• Ability to manage one’s time.
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.
• A High school diploma or equivalent (e.g., GED) required.

Qualifications

• Education: A High school diploma or equivalent (e.g., GED) required.

Skills

• Customer Service Skills
• Interpersonal Skills
• Verbal Communication Skills
• Written Communication Skills
• Property Management Software Proficiency
• Customer Relationship Management Tools Proficiency
• Independent Judgment
• Time Management
• Fast-Paced Work Environment Adaptability

Benefits

Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year. In addition to traditional PTO, you’ll receive 12 full days and two half day holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off.

Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice.

Take advantage of supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.

Boost your earnings with monthly commission opportunities and additional quarterly bonuses, both based on site-specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions.

Save on living expenses with exclusive employee discounts at Birge & Held properties.

Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals.

Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease.

Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions.

Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance.

Be part of an organization consistently recognized as one of the Top Workplaces in the USA, where your contributions are valued and celebrated.

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.