Resident Engagement Specialist

Resident Engagement Specialist

The Resident Engagement Specialist is a key member of Progress Residential's Affordable Housing team and plays a vital role in ensuring families utilizing Housing Choice Vouchers experience a smooth, supportive, and timely move in process. With a strong focus on end to end RTA (Request for Tenancy Approval) management, this role ensures that all required documentation is completed accurately and submitted promptly, enabling efficient inspections, timely approvals, and full compliance with program requirements. This position blends operational excellence with a resident first mindset—acting as a Progress ambassador who champions transparency, partnership, and resident success at every stage of the journey.

Essential Functions

• Serve as a supportive, responsive partner to residents navigating the Housing Choice Voucher (HCV) process, ensuring clarity, guidance, and compassionate communication throughout their journey.
• Proactively engage with residents to anticipate needs, remove barriers, and promote a smooth transition from application through move in and beyond.
• Maintain a resident first approach by ensuring timely follow-up, clear explanations of requirements, and proactive updates during key milestones.
• Own the full RTA lifecycle from packet preparation through approval, delivering accurate, complete, and timely submissions.
• Communicate with residents to ensure they understand RTA requirements, documentation needs, and next steps Partner with Housing Authorities and local market teams to address questions or discrepancies quickly and professionally.
• Track and manage all RTA and inspection milestones to minimize delays and reduce friction for both families and local market operations.
• Anticipate potential issues and resolve them proactively, always centering the resident experience and promoting seamless move in processes.
• Maintain strong professional relationships with Housing Authorities, market teams, and internal partners to ensure alignment, timely communication, and a positive experience for residents.
• Leverage a deep understanding of varying Housing Authority processes to guide residents effectively and streamline timelines across markets.
• Schedule and coordinate all required inspections, working closely with market teams to ensure homes are accessible, ready, and clearly communicated to residents.
• Track, monitor, and confirm inspection completion, ensuring deadlines are met and any required re-inspections are prepared proactively.
• Support residents by explaining inspection expectations and helping set transparent, supportive timelines.
• Maintain zero abatement performance by ensuring repair needs are addressed quickly, thoughtfully, and with resident stability top of mind.
• Follow up promptly on deficiency items and coordinate with market teams to ensure repairs are completed and verified.
• Monitor resident ledgers and Housing Authority payments to maintain accurate account status and ensure residents remain in good standing.
• Keep thorough, organized records of all RTA packets, inspection documents, contracts, and HA correspondence.

Qualifications

• High School Diploma or equivalent
• 2 or more years of previous property management experience in either the single family or multi-family rental industry
• Previous use of Yardi Voyager and Salesforce a plus
• Previous experience with Housing Authorities and the Voucher Choice Program (not required but a plus)
• Ability to build and maintain positive relationships internally and externally.
• Possesses strong organizational skills and is detail oriented.
• Ability to thrive in a dynamic, fast-changing, growth environment.
• Fosters teamwork and mutual respect throughout the company
• Interacts productively in person and through technology with co-workers, team members.
• Excellent oral and written communication skills.
• Computer literacy, ability to comfortably navigate new technology and competency in MS Office suite a must.
• Ability to travel (less than 25% a year)

What you can expect from us:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.
• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.
• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.
• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.
• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also also be assigned by the incumbent's supervisor at any time based upon Company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.