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Administers a defined operational program or activities which may include a variety of functions. Provides excellent customer service to current and prospective residents and their families, and commercial tenants with regard to fiscal contractual obligations, alternative fiscal arrangements, appeals, dispute resolution, and penalties. Clarifies campus housing and dining options and processes; interprets and applies Housing policy and procedures through various communication media (e.g. phone, email, in-person, social media, outreach events, etc.). Manages Housing waitlist processes, applications, roommate pairings, room assignments, and contracts based on department policy/procedures and department goals or initiatives. Coordinates all manual assignment needs, especially regarding Family Housing, the Campus Apartments, special interest housing, special needs, and noncommitted residents from any self-selection processes. Communicates as to waitlist status and utilizes Housing resources (e.g. the off-campus housing system) and knowledge to counsel applicants regarding alternative housing options, when appropriate. Manages all Housing bed space, garage, and storage inventory, updates room and space configurations for all communities based on operational needs and University goals, coordinates and communicates turnover priorities, and continually monitors vacancies to ensure maximum occupancy of University-owned and affiliated housing facilities year round. Audits prospective and current resident housing eligibility. Takes appropriate action when eligibility is no longer valid, including, but not limited to, campus rescissions and university/housing policy violations. Serves as the Housing Services liaison to the public, to university offices, and to external agencies. Coordinates, prepares and distributes documentation for legal action, including Unlawful Detainer actions, student campus account holds, etc.
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35 |
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Gathers and analyzes financial and other resource data; prepares reports or analyses of operational activities, evaluates current and proposed services, etc. Maintain and analyze wait lists; coordinate recordkeeping; collaborate with other departments to achieve unit goals. Create, review, and manage monthly occupancy reports, delinquencies and termination notices. Prepare reports of operational activities, evaluation of current and proposed services, etc., for internal/external constituencies' review and decision-making Prepares reports and analyses financial and other resource data on residential/commercial accounts to offer recommendations and/or implement appropriate follow-up actions for delinquent accounts. Manage, reconcile, and process transitions for resident and commercial tenant accounts, and third party partner agreements in accordance with policy and internal controls, utilizing automated billing and accounts receivable systems.
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20 |
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Functions as a resource on issues such as researching complex financial discrepancies, escalated customer service problems and vendor concerns. Provides guidance regarding assignment concerns, disputes, and exceptional cases and determines whether exceptions to standard practices are warranted upon considering such factors as financial aid allocation, annual student budget, federal and University disbursement policies, University billing practices, available housing alternatives, landlord-tenant law, and the judicious use of available resources. Advises customers on a variety of housing, contractual, financial or policy-driven options. Identifies delinquencies, account variances, researches and rectifies discrepancies in billing reports. Utilizes housing management system query tools to audit application and contract data, confirming completeness and accuracy of submission, assignment, and/or billing information. Takes appropriate action to correct and minimize any discrepancies. Manage, review and process requests for contractual exceptions, including, but not limited to, contract cancellations, dining plan changes, room relocations, extended stays, leaves of absence, special needs accommodations (e.g. ADA, emotional support animals, basic needs), policy exceptions, etc. Provides rental verification for current or past residents.
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15 |
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Conducts trends analyses and helps develop resulting recommendations.
Under general supervision, provides analysis of moderate operational projects, produces monthly occupancy limit audits, and gathers and analyzes resource data; prepares and summarizes information and/or recommendations; and develops short term plans to decrease loss in revenue.
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10 |
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Provides guidance to supervisors and managers in developing job descriptions, facilitating benefits communications, and providing guidance on compensation programs, personnel policies, and procedures. Participates in the training of new staff, student employees, and Housing associates, as well as cross-training Housing partners, as needed. Provides guidance and work direction to student staff and associates, as appropriate.
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5 |
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Participates in the development and revision of standard operating procedures and guidelines. Develop, document, and maintain standard operating procedures. Ensures that the appropriate internal controls are adhered to, maintained and strengthened to protect University resources. Conduct research, recommend and implement new and changing business processes and procedures. Participates in the long-range planning process for the area and makes recommendation(s) for changes and improvements to meet departmental goals.
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5 |
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Serves as Housing ambassador for department and campus outreach, recruitment and retention events, as well as a resource during move-in and move-out activities, using knowledge and experience to respond to customer needs.
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5 |
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Assesses and recommends changes to maintain compliance with federal and state requirements and internal policies. Documents processes and procedures for residential housing and financial activities. Participates in work-groups or committees, as needed, to develop, implement, maintain and/or improve business processes. Participates in audits of internal records and processes and prepares recommendations for changes as needed. Ensures that the appropriate internal controls are addressed, maintained, and strengthened to protect University resources and align with federal and state requirements, internal controls, and audit policies.
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5 |
