What are the responsibilities and job description for the HECM Client Services Associate position at Folio Association Management?
- Offer comprehensive assistance to homeowners, resolving inquiries within 24-48 hours and ensuring high satisfaction.
- Respond to phone call inquiries from homeowners and residents, providing accurate information about HOA processes and procedures.
- Support Community Association Managers (CAMs) with in-office assistance and coverage during absences.
- Ensure compliance with HOA policies and procedures by guiding residents on processes and procedures.
- Address and resolve resident informational inquiries, complaints or issues promptly and effectively, escalating complex matters to the Manager or relevant department.
- Coordinate clubhouse rentals, handling bookings, inquiries, payments, and logistical arrangements.
- Support the creation and proofing of electronic communications such as eBlasts, newsletters, and announcements.
- Manage inquiries related to community gates and oversee the mailing of gate devices, ensuring accurate billing.
- Assist in lease processing and conduct background checks for new tenants, ensuring thorough documentation and processing.
- Foster positive relationships with residents; (1) by maintaining a professional and approachable demeanor, (2) by actively listening, (3) by addressing their concerns, (4) by providing the next steps, and (5) by following up with them to make sure the purpose or the call (situation/issue/need) was completely resolved.
- Maintain accurate and up-to-date records of resident inquiries, complaints, issues, and resolution(s) in the database and/or software.
- Perform any additional duties within the scope of the Client Services Associate and as assigned by the manager.
Qualifications:
- High school diploma or GED Equivalent.
- Previous customer service experience is a plus. Computer skills necessary.
- Knowledge and application of computer skills and Microsoft Office.
- Excellent verbal and written communication skills.