MassHousing
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Asset Manager - Resident Issue Specialist
role at
MassHousing Join to apply for the
Asset Manager - Resident Issue Specialist
role at
MassHousing Get AI-powered advice on this job and more exclusive features. This range is provided by MassHousing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$80,493.30/yr - $104,641.29/yr Organization:
MassHousing Posting Closes:
Close of Business on 8/4/2025 Website:
https://www.masshousing.com The Organization: MassHousing will confront the housing challenges facing the Commonwealth to improve the lives of its people.
A bold mission for an innovative agency. Since its inception in 1966, MassHousing has provided more than $27.5 billion for more than 125,000 apartments and more than 105,000 home mortgage loans. Beyond lending, we also work to promote economic growth and empowerment for families, individuals, and businesses; help communities increase their housing stock; provide hope and homes for vulnerable populations, and look for new, cost-effective ways to provide equitable housing opportunities. We have a relentless determination to confront the Commonwealth's housing challenges and improve lives. We know that we cannot meet our mission without a workforce that is committed to standing with us in our efforts. We achieve this by making investments in staff development and prioritizing individuals who align with our values including an unwavering dedication to diversity, equity, and inclusion. As an employee of MassHousing you are offered a great career opportunity which is more than a paycheck. MassHousing’ s total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including but not limited to: Tuition reimbursement up to $10,000 per calendar year A 35-hour work week and a hybrid work schedule Back up Child/Elder Care Retirement Savings including a pension and a deferred compensation plan (with a match) 12 paid Holidays per year and generous sick, vacation, and personal time Short-Term and Long-Term Disability Central Boston office location, convenient to public transportation and amenities on site If you’re ready to join our dynamic team of mission driven professionals, this might be the job for you! Interested candidates should send a letter of interest and a resume to MassHousing by logging in to www.masshousing.com/workwithus. Position Summary The Asset Manager / Resident Issue Specialist oversees an assigned portfolio of developments and addresses resident issues for the non-financed PBCA portfolio. The Asset Manager in this position reports directly to an assigned Senior Portfolio Manager. The individual in the role will analyze documents to understand the complexity of the financing, affordability restrictions, and compliance requirements of each assigned property and serve as a primary Asset Manager assigned to address resident issues and complaints. With a focus on Resident Issues, this role is designed to function as a liaison between the residents and management staff to develop and implement positive solutions to resolve issues while improving resident and management relations. This Asset Manager conducts the resident complaint processing functions including but not limited to accepting, investigating, and tracking resident complaints to address concerns and inquiries related to health, safety, maintenance, and administrative issues within required timeframes. The Asset Manager / Resident Issue Specialist brings strong interpersonal and communication skills to effectively engage with residents and team members. Known for their critical thinking and problem-solving abilities, they consistently exercise sound judgment while maintaining confidentiality. With effective time management and organizational skills, they handle multiple responsibilities efficiently. Their strong work ethic enables them to work independently as well as collaboratively within a team. All positions at MassHousing require a customer service mindset in accordance with our values: Respect, Service, Empathy, Accountability, Collaboration, and Inclusion. MassHousing operates under a hybrid work model; therefore, employees are expected to work on-site according to a schedule determined in collaboration with their manager and based on the needs of the role. To support effective onboarding, new employees may be required to work in the office more frequently during their first 90 days. Essential Functions Addressing Resident Issues Accepts incoming resident complaints through various internal and external sources Analyzes the nature of the complaint and identifies situations that may require immediate attention such as life-threatening circumstances Communicates with the management agent and the resident at each step of the process. Conducts required follow up with both parties through effective communication and documents the interactions as required Ensures that all complaints are appropriately documented, completed, and closed within required timeframes Maintains Resident Issues tracking tool and compiles accurate records for submission to OnBase in accordance with established protocols Handles confidential and sensitive information with a high degree of professional integrity Maintains positive communication throughout the process with all the parties involved Serves as the primary contact for owners, management agents, federal, state, and local partners, and residents Monitors compliance with program and loan requirements and performs property inspections to ensure viability, prudent operational performance, and fiscal management, and documents his/her recommendations into the final review report Analyzes Capital Needs Reports and replacement reserve contributions by completing a capital needs sufficiency analysis. Reviews replacement reserve requests and makes recommendations for approval to his/her supervisor Updates the financial, physical, and compliance risk ratings as needed Analyzes annual budgets and capital improvement plans for each assigned property Analyzes audited financial statements and recommends distribution requests for approval Security Comply with MassHousing’s Information Security Program and all other Agency information security policies and procedures Take responsibility for any Agency assets assigned to you Promptly report any security events, incidents, or weaknesses to MassHousing’s Information Security Team Minimum Qualifications Bachelor’s degree or equivalent work experience 2+ years of experience in Property Management, Resident Services or Compliance Working knowledge of the HUD Handbook 4350.3 Proficiency with Microsoft Office Suite and ability to navigate various software platforms Valid driver’s license Eligibility to work in, and travel freely to and from, the United States without sponsorship Preferred Qualifications Degree in Sociology, Social Work, Psychology, Human Services, or related fields Multifamily housing background Salary Range: $80,493.30 - $104,641.29 MassHousing is an Equal Opportunity Employer Seniority level
Seniority level Associate Employment type
Employment type Full-time Job function
Job function Customer Service and General Business Industries Housing Programs, Government Administration, and Real Estate Referrals increase your chances of interviewing at MassHousing by 2x Inferred from the description for this job
Medical insurance Pension plan Paid paternity leave Tuition assistance Disability insurance Child care support Vision insurance Paid maternity leave 401(k) Get notified about new Residential Specialist jobs in
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Asset Manager - Resident Issue Specialist
role at
MassHousing Join to apply for the
Asset Manager - Resident Issue Specialist
role at
MassHousing Get AI-powered advice on this job and more exclusive features. This range is provided by MassHousing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$80,493.30/yr - $104,641.29/yr Organization:
MassHousing Posting Closes:
Close of Business on 8/4/2025 Website:
https://www.masshousing.com The Organization: MassHousing will confront the housing challenges facing the Commonwealth to improve the lives of its people.
A bold mission for an innovative agency. Since its inception in 1966, MassHousing has provided more than $27.5 billion for more than 125,000 apartments and more than 105,000 home mortgage loans. Beyond lending, we also work to promote economic growth and empowerment for families, individuals, and businesses; help communities increase their housing stock; provide hope and homes for vulnerable populations, and look for new, cost-effective ways to provide equitable housing opportunities. We have a relentless determination to confront the Commonwealth's housing challenges and improve lives. We know that we cannot meet our mission without a workforce that is committed to standing with us in our efforts. We achieve this by making investments in staff development and prioritizing individuals who align with our values including an unwavering dedication to diversity, equity, and inclusion. As an employee of MassHousing you are offered a great career opportunity which is more than a paycheck. MassHousing’ s total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including but not limited to: Tuition reimbursement up to $10,000 per calendar year A 35-hour work week and a hybrid work schedule Back up Child/Elder Care Retirement Savings including a pension and a deferred compensation plan (with a match) 12 paid Holidays per year and generous sick, vacation, and personal time Short-Term and Long-Term Disability Central Boston office location, convenient to public transportation and amenities on site If you’re ready to join our dynamic team of mission driven professionals, this might be the job for you! Interested candidates should send a letter of interest and a resume to MassHousing by logging in to www.masshousing.com/workwithus. Position Summary The Asset Manager / Resident Issue Specialist oversees an assigned portfolio of developments and addresses resident issues for the non-financed PBCA portfolio. The Asset Manager in this position reports directly to an assigned Senior Portfolio Manager. The individual in the role will analyze documents to understand the complexity of the financing, affordability restrictions, and compliance requirements of each assigned property and serve as a primary Asset Manager assigned to address resident issues and complaints. With a focus on Resident Issues, this role is designed to function as a liaison between the residents and management staff to develop and implement positive solutions to resolve issues while improving resident and management relations. This Asset Manager conducts the resident complaint processing functions including but not limited to accepting, investigating, and tracking resident complaints to address concerns and inquiries related to health, safety, maintenance, and administrative issues within required timeframes. The Asset Manager / Resident Issue Specialist brings strong interpersonal and communication skills to effectively engage with residents and team members. Known for their critical thinking and problem-solving abilities, they consistently exercise sound judgment while maintaining confidentiality. With effective time management and organizational skills, they handle multiple responsibilities efficiently. Their strong work ethic enables them to work independently as well as collaboratively within a team. All positions at MassHousing require a customer service mindset in accordance with our values: Respect, Service, Empathy, Accountability, Collaboration, and Inclusion. MassHousing operates under a hybrid work model; therefore, employees are expected to work on-site according to a schedule determined in collaboration with their manager and based on the needs of the role. To support effective onboarding, new employees may be required to work in the office more frequently during their first 90 days. Essential Functions Addressing Resident Issues Accepts incoming resident complaints through various internal and external sources Analyzes the nature of the complaint and identifies situations that may require immediate attention such as life-threatening circumstances Communicates with the management agent and the resident at each step of the process. Conducts required follow up with both parties through effective communication and documents the interactions as required Ensures that all complaints are appropriately documented, completed, and closed within required timeframes Maintains Resident Issues tracking tool and compiles accurate records for submission to OnBase in accordance with established protocols Handles confidential and sensitive information with a high degree of professional integrity Maintains positive communication throughout the process with all the parties involved Serves as the primary contact for owners, management agents, federal, state, and local partners, and residents Monitors compliance with program and loan requirements and performs property inspections to ensure viability, prudent operational performance, and fiscal management, and documents his/her recommendations into the final review report Analyzes Capital Needs Reports and replacement reserve contributions by completing a capital needs sufficiency analysis. Reviews replacement reserve requests and makes recommendations for approval to his/her supervisor Updates the financial, physical, and compliance risk ratings as needed Analyzes annual budgets and capital improvement plans for each assigned property Analyzes audited financial statements and recommends distribution requests for approval Security Comply with MassHousing’s Information Security Program and all other Agency information security policies and procedures Take responsibility for any Agency assets assigned to you Promptly report any security events, incidents, or weaknesses to MassHousing’s Information Security Team Minimum Qualifications Bachelor’s degree or equivalent work experience 2+ years of experience in Property Management, Resident Services or Compliance Working knowledge of the HUD Handbook 4350.3 Proficiency with Microsoft Office Suite and ability to navigate various software platforms Valid driver’s license Eligibility to work in, and travel freely to and from, the United States without sponsorship Preferred Qualifications Degree in Sociology, Social Work, Psychology, Human Services, or related fields Multifamily housing background Salary Range: $80,493.30 - $104,641.29 MassHousing is an Equal Opportunity Employer Seniority level
Seniority level Associate Employment type
Employment type Full-time Job function
Job function Customer Service and General Business Industries Housing Programs, Government Administration, and Real Estate Referrals increase your chances of interviewing at MassHousing by 2x Inferred from the description for this job
Medical insurance Pension plan Paid paternity leave Tuition assistance Disability insurance Child care support Vision insurance Paid maternity leave 401(k) Get notified about new Residential Specialist jobs in
Boston, MA . Boston, MA $130,000.00-$160,000.00 3 weeks ago Boston, MA $175,000.00-$225,000.00 1 month ago Boston, MA $200,000.00-$230,000.00 3 months ago Fixed Income Portfolio Manager, Emerging Markets Debt
Boston, MA $100,000.00-$225,000.00 1 month ago Asset & Wealth Management Regulated Investment Company (RICS) - Manager
Boston, MA $99,000.00-$266,000.00 1 month ago Hingham, MA $133,560.00-$163,240.00 5 days ago Arlington, MA $60,000.00-$90,000.00 1 week ago Boston, MA $107,700.00-$141,300.00 1 month ago Remote Investment Operations Manager (Private Credit) - 27357
Asset & Wealth Management Regulated Investment Company (RIC) - Senior Manager
Boston, MA $124,000.00-$335,000.00 1 month ago Boston, MA $90,000.00-$117,000.00 12 hours ago VP, Private Debt Operations | Boston or NYC | Strong Compensation | Excellent Benefits - 27371
Boston, MA $150,000.00-$175,000.00 1 day ago Boston, MA $106,500.00-$129,600.00 2 weeks ago Director, Private Equity Investment Management Advisory (OPEN TO ALL US LOCATIONS)
Boston, MA $190,000.00-$225,000.00 2 weeks ago Boston, MA $100,000.00-$225,000.00 5 months ago Cambridge, MA $140,000.00-$175,000.00 4 days ago Property Manager - Multifamily Portfolio
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr