Centralized Support Specialist

Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces. With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family. 

The Centralized Support Specialist supports the operational success of Billingsley’s multifamily communities by serving as a centralized partner to onsite teams and managing key administrative, resident-facing, and financial workflows. This role oversees applications, lease documents, renewals, move-ins, move-outs, resident account support, delinquency follow-up, audits, and resident communications with accuracy, consistency, and urgency, and with a high level of customer care. Billingsley’s centralized services model drives efficiency, strengthens resident and prospect experiences, and supports standardized processes across the portfolio. The ideal candidate is organized, detail-oriented, service-minded, and comfortable working in a fast-moving environment where technology, process improvement, and innovation are part of the daily work.

Key Responsibilities

Centralized Property Operations

• Complete assigned workflows accurately and within expected timelines.
• Support consistency across communities by following approved processes, including maintaining and enforcing Standardized Operating Procedures (SOPs).
• Assist with special projects and new centralized initiatives assigned, including any additional audits or inspections.
• Analyze existing operational workflows to identify bottlenecks, inefficiencies, and opportunities for automation and improvement.
• Monitor and process applications per Billingsley guidelines, including reviewing application documentation for accuracy and completion.
• Prepare, send, and countersign lease documents within a timely manner, focusing on accuracy of lease agreement for all move-in, mid-term, and renewals.
• Maintain complete and accurate resident files with file updates completed as needed.
• Support renewal follow-up, documentation, and resident communication as necessary with the site team.
• Manage month-to-month resident tracking as assigned to ensure best practices and procedures are being adhered to, including communicating when new offers should be sent.
• Support notice-to-vacate and move-out workflows, including completing centralized tasks and resident communication.
• Partner with onsite maintenance leadership for all move out accounting, including inspections, pricing, and any additional documents needed.
• Complete Final Account Statements with accurate resident charges for damages, fees, and rent with proper documentation and photographic evidence as required.
• Support accurate billing of rent, utilities, and resident charges.
• Assist with accounts receivable and resident balance follow-up.
• Support delinquency management for assigned communities.
• Manage returned payments, in-house collections, and write-off accounts.
• Coordinate with third parties as necessary, including but not limited to legal & collection agencies.
• Complete month-end tasks and reporting to support financial accuracy and operational deadlines, such as monthly audits and pre-month end.
• Follow and enforce Fair Housing regulations, company policies, SOPs and Billingsley Standards of Excellence
• Collaborate with regional and on-site managers to ensure that centralized strategies align with local market needs while maintaining overall consistency.

Customer Experience & Communication

• Deliver outstanding service to residents, prospects, and the internal team by communicating in a professional, timely, friendly, and solution-focused manner.
• Escalate issues in a timely manner when additional support or approval is needed.

Innovation & Change Management

• Embrace innovation that improves efficiency & automation, including AI tools and centralized workflows.
• Participate in training and remain adaptable as processes, systems, and responsibilities evolve.
• Identify opportunities to improve workflows and reduce manual work.

Job Qualifications

• High School Diploma or equivalent required; College degree preferred
• Minimum two years of Sales, Service, or Hospitality Industry experience, with prior experience in Multi-Family considered an advantage
• Comfortable working in a centralized or remote-support environment while maintaining a strong partnership with onsite teams.
• Strong understanding of property management workflows and resident account processes.
• Ability to manage multiple priorities and deadlines
• Proficiency with Microsoft Office software required
• Experience with OneSite, Yardi, CRM platforms, AI tools, or other property management technology preferred.