Community Association Representative (Hoa Portfolio)

Allied HOA Management is looking for a Customer Service Representative to join our growing Home Owner Association (HOA) Management Team! This position is responsible for serving as a resource to our organization by providing support to homeowners and Board Members in the communities that we serve. This role will also coordinate services with vendors and handle compliance related tasks including daily, weekly, and monthly reporting processes.

BENEFITS

• Paid Time-off
• Health, telemedicine, dental and vision insurance
• Disability insurance
• 401(k) Retirement Savings Plan
• 401(k) Matching
• Company Paid - Employee Assistance Program
• Employee Discounts
• Employee Referral Bonus Program
• Company Paid and Supplemental Life Insurance
• Advancement with a growing company

COMMUNITY ASSOCIATION CUSTOMER SERVICE JOB SUMMARY

This position provides customer service functions to Homeowners in the communities that we serve. This includes coordinating with HOA Community Managers to provide services to HOA, vendors, and HOA Boards of Directors. Activities include responding to customer calls and emails, providing support to HOA Managers and maintaining accurate reports as needed for successful operation of the business.

COMMUNITY ASSOCIATION CUSTOMER SERVICE RESPONSIBILITIES

• Receive and respond to in-bound communications (email, phone, fax, Text/SMS and web portals). These communications are generally in regards (but not limited) to the following: Account/accounting questions – Balance inquiries, how to make a payment, when payments are due, charges to accounts, and changes to the account (names, contact information, occupants). Document Access – How Homeowners can obtain/find documents relating to their HOA such as Declarations, By-Laws, Board Member and meetings documents, annual meeting documents, and related topics. Architectural rules, restrictions and process to make changes to the exterior of their home. HOA Community dues, collections, and the collection process. Support for on-line tools (community portal, websites, and webforms). Communicating the information requested by accessing computer/software systems. Problem solving where issues may have occurred (account numbers, due dates, understanding) and deciding on the best course of action. Investigating the request using the information provided by the Homeowner and reviewing electronic records and previous correspondence.
• Create a summary report of the in-bound communication received to include categorization, volume, responses provided, and unresolved inquiries.
• Make observations and suggestions for service improvements and efficiencies.
• Perform tasks that support overall HOA administration. These tasks include but are not limited to:
• Send and track Homeowner property violation notices.
• Receive, track and route Architecture Change Request forms.
• Coordinate HOA Vendors to include set-up, meetings, project bids, and receiving/logging of invoices.
• Prepare and attend HOA Board and Annual Meetings when required.
• Additional tasks that help document and facilitate the HOA and Allied Business functions.
• Based on Homeowner inquiries, works with accounting on Payments, delinquencies, account adjustments, and payment plans. Documentation and communication of account status.
• Make observations and suggestions for service improvement and efficiencies.
• Communicate with leadership team regarding services provided, Homeowner feedback, perception of trends or similarity of inquiries, and over all HOA community satisfaction levels.

EDUCATION and/or EXPERIENCE:

• Minimum of 2 years of experience in a customer service or related role. (Required)
• Minimum of 2 years of customer service experience working with homeowners, single-family residents or residential property management customers. (Preferred)
• Experience using TOPS[ONE] and ComWeb software platforms. (Preferred)

To perform this job successfully, an individual must be able to perform the assigned duties satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Home Owner Association, Community Association Management, HOA Management, HOA Portfolio, PM22

Allied Property Management is an EEO Employer