Senior Customer Service Analyst, Bogotá DC

Job Description:

The Senior customer service analyst will be responsible for managing the full renewal lifecycle for Strategic Properties' residential communities, ensuring maximum retention, timely lease renewals, and smooth transitions for residents. This role demands exceptional communication, organization, and customer service skills, and full compliance with the CST – Renewals and CST – Leasing policies and procedures.

Key Responsibilities:

Renewals:

• Generate and deliver renewal offers no later than the 25th of the month for upcoming expirations.
• Manage the renewal contact timeline: email, portal notices, text, phone follow-ups, and door postings as required.
• Collaborate with Property and Regional Managers to apply updated pricing and renewal incentives.
• Create, send, and track digital renewal documents, following up every 72 hours until signed.
• Ensure renewal documents are signed by both resident and Property Manager within 24 hours.
• Update household data, lease information, and documentation in the property management system.
• Assist with nonrenewal communication and documentation.
• Track and audit month-to-month leases, applying accurate rates and contacting residents as required

Transfers & Leasing Support:

• Coordinate transfer-related processes, including new applications, proof of income, and deposit collections.
• Accurately process transfers as move-out/move-in in the system, generating new lease documents and welcome letters.
• Ensure all transfer steps are executed according to policy, including inspection, fees, ledgers, and final account statements.

Requirements:

• 1+ year of experience in leasing, renewals, or customer service in multifamily housing preferred.
• Strong understanding of lease agreements, Fair Housing, and renewal strategies.
• High attention to detail with excellent time management.
• Proficiency in property management software (e.g., ResMan, Yardi, or similar).
• Comfortable managing multiple deadlines, follow-ups, and documentation.

Essential Qualities:

• Strong attention to detail
• High productivity
• Strong organizational skills

Performance Metrics:

• Renewal offer delivery rate (100% by policy deadline)
• Resident retention rate
• Timeliness and accuracy of lease documentation
• Reduction in MTM (month-to-month) lease percentage
• Timely execution of CST leasing steps during transfers

Location: Bogotá (hybrid)