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About the Role
The Residential Revenue & Lease Specialist provides exceptional customer service to residents, clients, and internal business partners while ensuring accurate and efficient administration of rent collection, lease administration, and legal documentation in a high-volume, deadline-driven environment.
Responsibilities
- Deliver outstanding customer service to residents, clients, and internal stakeholders, addressing concerns within 24-48 hours and documenting resolutions.
- Communicate effectively and professionally with residents, clients, and colleagues, addressing inquiries and concerns.
- Escalate complaints to the appropriate Manager as needed.
- Manage a high volume of phone calls and emails.
- Prepare documents to support due diligence for potential property sales.
- Maintain precise electronic filing of all relevant documents.
- Maintain accuracy and attention to detail while managing competing priorities in a fast-paced, high-volume portfolio.
- Collect and process rental payments, prepare bank deposits, and ensure accurate record-keeping.
- Set up Pre-Authorized Payments (PAP) through Property Vista.
- Prepare and distribute weekly collection letters.
- Provide Accounts Receivable (AR) updates to Property Managers and Site Staff on a weekly basis.
- Conduct proactive phone call/email follow-ups to tenants in arrears.
- Prepare and manage legal notices (e.g., N4, N5, N6, N7, N8) as per the Residential Tenancies Act.
- Coordinate legal filings with the paralegal (e.g., L1, L2 forms) in a timely manner.
- Interpret and action LTB orders by monitoring tenant compliance orders and payment plans.
- Enforce LTB orders and manage collections for past tenants.
- Assist residents in understanding their notice of rent increase (Form N1/N2).
- Run and verify monthly rent billings in Yardi.
- Add and update tenant charges for parking, lockers, legal fees, or other items.
- Prepare and distribute annual tax receipts.
- Review tenant ledgers for discrepancies, arrears patterns, and required actions.
- Process rental applications, including employment verifications, landlord references, and credit checks.
- Set up and maintain resident lease information in Yardi and prepare lease packages.
- Ensure timely receipt of executed lease documents.
- Coordinate tenants move-in processes, including utility account setups.
- Coordinate move-out processes, including processing N9 and/or N11’s.
- Input tenant insurance details and provide security codes for portal access.
- Respond to communication tickets.
- Offer basic technical support to tenants and staff.
Requirements
- High school diploma required.
- Working knowledge of the RTA is required.
- Minimum 2 years of experience in leasing and property administration.
- Experience administering a residential portfolio of at least 800 suites.
- Experience with Yardi Voyager is required.
- Demonstrated experience preparing N4 notices is required.
- Experience managing high-volume portfolios.
- Proficiency in Word, Excel, PowerPoint, Microsoft Outlook, and property management software.
- Excellent judgment and decision-making skills.
- Strong organizational and time management skills.
- Exceptional communication and relationship-building abilities.
- Commitment to providing excellent customer service.
- Open to process improvements and change.
- Ability to follow structured processes accurately.
Skills
- Customer service
- Rent collection
- Lease administration
- Legal documentation
- Communication
- Phone and email management
- Document preparation
- Filing
- Attention to detail
- Prioritization
- Payment processing
- Record-keeping
- Pre-Authorized Payments (PAP)
- Accounts Receivable (AR) reporting
- Tenant arrears follow-up
- Legal notice preparation (N4, N5, N6, N7, N8)
- Legal filings coordination (L1, L2)
- LTB order interpretation and actioning
- Rent billing
- Tenant charge updates
- Tax receipt preparation
- Tenant ledger review
- Rental application processing
- Lease package preparation
- Move-in/move-out coordination
- Tenant insurance details input
- Portal access security code provision
- Communication ticket response
- Technical support
- Yardi Voyager
- Property Vista
- Rent Café
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
Location
- Corporate Office
Work Type
- Full-time
Experience Level
- Minimum 2 years of experience in leasing and property administration.
- Experience administering a residential portfolio of at least 800 suites.
- Experience managing high-volume portfolios.
Education Level
- High school diploma required
- College diploma or degree preferred (hospitality, business administration, or a related field considered an asset)
About the Company
- Sterling Karamar Property Management values diversity in the workforce and is an equal opportunity employer.
Equal Opportunity
- We welcome and encourage applications from people with disabilities and offer reasonable accommodation upon request for candidates taking part in all aspects of the selection process.