Access Control Coordinator

Job Description

Job Description

The Access Control Coordinator is responsible for administering, supporting, and optimizing physical access control across all managed communities, including FOB and access card issuance, device programming, and gate access scheduling.

The Access Control Coordinator oversees resident, Board, and Community Manager requests related to access control, serving as the primary point of contact for administrative and operational issues while partnering closely with IT on system support, platform issues, and reporting.

This role requires strong organizational skills, excellent communication, and the ability to manage high request volume across hundreds of communities in a fast-paced environment.

RESPONSIBILITIES

Access Control Program Administration

• Own administration of physical access control (FOBs/cards, digital credentials, gate/device programming) across all managed communities.

• Maintain accurate, auditable records of credentials, devices, and requests across all communities.

Resident, Board & Community Manager Support

• Manage day-to-day access requests from residents, Community Managers, and Boards, including gate access scheduling and after-hours/weekend requests.

• Serve as the escalation point for access control questions from Customer Service and Community Managers; ensure resident/homeowner communications route through the appropriate Community Manager rather than directly to IT.

• Train and support Customer Service staff on access control processes, tools, and escalation paths.

Billing & Fee Processing

• Process and track programming fees, refunds, and related billing items in coordination with Accounting.

IT Partnership & Systems

• Partner with IT on platform issues, system transitions, and reporting needs, escalating true technical issues (software defects, integration errors) appropriately.

Compliance & Process Improvement

• Monitor and maintain compliance with any applicable state licensing or certification requirements related to physical access control administration; coordinate with Legal/HR on required credentialing.

• Identify and recommend process improvements to reduce turnaround time and errors on access requests.

REQUIREMENTS

Experience

• 2+ years of experience in HOA/community association operations, customer service, or physical security/access control administration.

Technical Skills

• Comfortable working within access control software platforms and performing basic first-line troubleshooting before escalating to IT.

• Experience with community association management software a plus.

Certifications (Preferred)

• Texas DPS Private Security Board license (e.g., Electronic Access Control Device Installer license, registered under the company's Class B Security Contractor registration). Not required at this time, preferred given the licensing question raised regarding third-party administration of access control.

Soft Skills

• Strong organizational and multitasking skills; able to manage high request volume across hundreds of communities simultaneously.

• Excellent written and verbal communication skills for interactions with residents, Boards, and Community Managers.

PHYSICAL REQUIREMENTS

The physical requirements can vary, but generally, they may include:

• Lifting: Ability to lift and carry up to 20 lbs. regularly and up to 40–50 lbs. occasionally (e.g., computer equipment).

• Mobility: Ability to move throughout office areas and occasionally access equipment in cabinets, under desks, or in network/IT rooms.

• Working Conditions: Primarily office or workstation environment with extended computer use; occasional work in server rooms or equipment areas.

• Personal Protective Gear: Minimal; may require basic protective gear (e.g., closed-toe shoes, anti-static strap) when handling hardware.

• Extended Sitting or Standing: Ability to sit or stand for long periods while working at a computer or setting up equipment.

• Manual Dexterity: Frequent use of hands for keyboarding, connecting cables, handling small components, and general device setup.

• Driving: May occasionally require local travel to company sites or vendors. (Please note: We will request and review an MVR at the time of hire and on a periodic basis thereafter to ensure that employees maintain a satisfactory driving status.)

We are committed to creating an inclusive and accessible work environment. If you require reasonable accommodation in performing the job duties as described in the job description, discuss with your manager.