Process Support Specialist

THE BASICS

Job Title: PROCESS SUPPORT SPECIALIST

Location: Corporate

Reports To: DIRECTOR OF SYSTEMS

Classification: Exempt

Schedule: Monday – Friday 8:30am – 5:30pm CST

JOB SUMMARY

As the Process Support Specialist, you will be pivotal in executing Birchstone's operational strategies and objectives. Your responsibilities will encompass maintaining, updating, and enforcing operationalpolicies, ensuring alignment with state rental laws, lease changes, and industry best practices. Your contributions will directly enhance the company's operational efficiency and profitability.

ESSENTIAL DUTIES

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

ESSENTIAL DUTIES:

• Enhance policy and training manuals to ensure alignment with state rental laws, lease changes, and emerging programs.
• Implement new programs, initiatives, and special projects by creating training materials, conducting training sessions, and providing ongoing updates.
• Support acquisitions and dispositions, communicating with management/ownership, and developing site-specific audit tools.
• Manage vendor relationships for operational programs like renter’s insurance, screening, collections, and answering service.
• Collaborate with technical vendors (e.g., Entrata integration) for issue resolution, reporting, updates, and program setup.
• Provide operational support to cross-functional teams and corporate departments.
• Provide daily support for Entrata integrations and other technical programs.
• Execute special projects independently or collaboratively.
• Supervise internal and external auditors for on-site assessments, ensuring compliance with rules, laws, and policies.
• Stay current with regulatory requirements and property management best practices to align company policies.
• Ensure policy compliance with local, state, and federal regulations by collaborating with various teams.
• Periodically review policies for improvements, updates, or revisions to meet evolving business needs and regulations.
• Coordinate and deliver training programs to educate employees on policies, rental laws, lease changes, and standards.

EDUCATION & EXPERIENCE:

• Bachelor's degree in business administration, human resources, or related field (or equivalent experience).
• Two (2) or more years work experience in the multi-family property management industry preferred.
• Two (2) or more years work experience working within and knowledge of state rental laws, lease changes, and property management regulations preferred.

LICENSES & CERTIFICATIONS:

• Certifications in property management, compliance, or training and development preferred but not required.

KNOWLEDGE & SKILLS:

• Presentation Skills – Ability to conduct effective training programs and knowledge transfer.
• Communication Skills – Ability to communicate effectively when speaking. Writing skills must demonstrate clear and concise messages, while still coming across as supportive.
• Natural Collaborator – Demonstrated ability to invite diverse perspectives, promote an inclusive work environment and support workforce diversity.
• Values Integrity – Strength in exercising sound judgement and observing the highest degree of confidentiality.
• Problem Solving –Ability to find a solution for or to deal proactively with work-related problems.
• Customer Service – Must possess a genuine, service-oriented stakeholder engagement approach.
• Project Management – Ability to organize and assist with directing policy development, implementation, and maintenance to completion.
• Detail Oriented – Ability to pay attention to the minute details of a project or task and the ability to adapt in a fast-paced, deadline-driven environment.
• Technical Knowledge – Must have knowledge of state rental laws, lease changes, property management regulations and policy development.
• Analytical skills to identify compliance gaps and recommend solutions.
• Flexible Work Style – Adaptability to the needs of the organization and employees
• Organizational Skills – Ability to prioritize tasks; asks questions when target goals or dates overlap.
• Computer Skills – Subject-matter-expert knowledge of data analysis techniques and tools and Microsoft Office applications including Word, Excel and PowerPoint.
• Vendor Management - Ability to manage auditors for comprehensive assessments.
• Industry Systems - Familiarity with learning management systems and training platforms is advantageous.

OTHER REQUIREMENTS: Valid driver’s license required

WORK ENVIRONMENT & TRAVEL

The physical environment requires the Process Support Specialist to work inside a climate-controlled office space.

TRAVEL

20% or less