Team Lead - Centralized Application and Lease

UDR, Inc. is now hiring a Team Lead - Centralized Application and Lease to join our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES: Responsible for optimizing processes, driving innovation, and improving the overall customer experience by the training, coaching, and development of Centralized Application and Lease Specialists while ensuring compliance with UDR's policies and procedures. Builds and nurtures relationships with key stakeholders in property operations. Manages team performance through regular reconciliation and detailed reporting on productivity and metrics to track progress and areas for improvement.

SUPERVISION RECEIVED: Reports directly to Manager- Centralized Application and Lease

SUPERVISION EXERCISED: Centralized Applications and Lease Specialist, Senior Centralized Application and Lease Specialist

Essential Functions:

• Provide daily coaching, mentorship, training, and development to Centralized Application and Lease Specialist Team (CALS Team). Instill a customer service culture throughout daily interactions with the team, field leadership, and our customers.
• Monitor Key Performance Indicators (KPIs) in PowerBi and develop action plans for individuals and/or the team as needed. Conduct audits when required by KPI performance.
• Conduct biweekly 1:1 meetings with direct reports to provide individualized support, feedback, and development guidance. Ensure follow-up in writing to track progress, set goals, and address any concerns. Maintain open lines of communication and create a supportive environment that fosters growth and accountability.
• Publish CALS Team KPIs, applications, missed opportunities, and updates on a weekly basis.
• Ensure the CALS Team is adhering to the policy and procedures of the department.
• Monitor staff performance including performance reviews and address performance problems through corrective action and dismissal.
• Supervise direct reports in accordance with overall company policy.
• Approve time records and manage requests for time off. Ensure proper coverage provided at any given time and assist when necessary.
• Assist with recruiting, interviewing, hiring, onboarding, and training of new team members.
• Lead the strategic direction of the CALS Team. Contribute to the actualization of attaining regional goals and winning the market on a quarterly basis.
• Monitors Customer Survey Ratings (NPS) related to applications and move-ins, utilizing feedback to identify opportunities for improving customer experience and drive continuous service improvements.
• Proposes and implements process enhancements to improve operational efficiency and elevate customer experience.
• Partners with Centralized Sales and Renewals Team Leaders to deliver backup support when necessary and improve the handoff experience through transparent communication and collaboration.
• On-board new properties into the CALS program and run pilot programs.
• Contribute to new programs and initiatives such as SUGAR CRM and Robotics. Partner with IT to build/iterate SUGAR CRM, robots, dashboard reporting, and team report cards as business needs dictate.
• Maintain and update policy and procedure documents, training materials and onboarding presentations as changes/additions are made. Update templates and training documents as required. Provide updates to CALS Team verbally and in writing.
• Conduct property focus calls as needed with Regional Management to discuss feedback and opportunities for improvement.
• Update and record knowledge base documents in conjunction with Centralized Sales and Renewals.
• Lead Team meetings and individual 1-1s to discuss changes to departments policy/procedure and present learning opportunities to the team/individuals. Record updates and publish to the team/individual in a written format.
• Research and prepare reports, memos, letters, and other documents using word processing, spreadsheet, database, or presentation software at the direction of the Department Manager.
• Partner with internal UDR teams and departments to improve access to data, automations, reporting, and technology that drives department support and decision-making.
• Identify strategic opportunities for department growth and innovation. Analyze a variety of reports to draw suggestions and opportunities from.
• Perform other duties as assigned or as necessary.

Performance Requirements:

• Knowledge of organizational policies and procedures. Ability to apply policies and procedures to solve everyday issues. Knowledge of basic office practices and procedures.
• Must know and follow the Fair Housing laws. Demonstrated skills with customer service. Knowledge of principles and methods for showing and promoting property. Ability to effectively present information to prospective or current residents. Knowledge of basic accounting/bookkeeping practices; office practices and procedures; filing and maintenance of fiscal records. Demonstrated knowledge of demographics surrounding assigned community.
• Must be detail-oriented. Possess a high degree of time management skills. Excellent verbal and written communication skills. Ability to create, compose, and edit written materials. Polished interpersonal skills. Ability to establish priorities and coordinate work activities. Ability to work in conjunction with Company managers, residents, and associates.
• Must be skilled in word processing, drafting correspondence and memoranda. Attention to detail, and basic experience with the internet. MS Office software applications required (e.g., Microsoft Office, Word, and Excel).
• Must demonstrate excellent interpersonal skills; problem-solving skills; and decision-making skills. Ability to define problems, collect data, establish facts, and draw valid conclusions. Must have excellent organizational skills. Ability to perform a variety of support assignments requiring some exercise of independent judgment.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping, and stretching. Occasionally lifting files or paper weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Weekend work and/or split schedule. Occasional travel to UDR communities.

Education And Experience:

• Bachelor’s Degree or equivalent combination of education and experience required.
• Minimum two years’ Property Management experience required.
• Minimum two years’ supervision experience required.
• Customer Relationship Management experience is a plus.
• Must have and maintain a valid driver’s license unless otherwise noted.

Benefits Offered:

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Voluntary Cancer Insurance
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Salary Range: $70,000.00/yr. – $80,000.00/yr., depends on experience

Bonus Potential: Eligible for 20-35% annual bonus potential, based on personal and company performance

Anticipated Close Date: April 8, 2025

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.