<div class="content-intro"><p>At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.</p></div><p><span style="font-size: 12pt;"><strong><span data-contrast="none">Role Overview</span><span data-ccp-props="{"201341983":0,"335559739":240,"335559740":240}"> </span></strong></span></p> <p><span style="font-size: 12pt;"><span data-contrast="auto">As a </span><span data-contrast="auto">Resident Services, Specialist</span><span data-contrast="auto"> within Cortland’s centralized Contact Center, you will serve as the primary point of contact for our valued residents, ensuring every interaction reflects our commitment to exceptional service. In this role, you’ll play a vital part in fostering strong resident relationships, resolving concerns promptly, and driving satisfaction and retention through service excellence. Success requires adaptability, empathy, and the ability to thrive in a fast-paced, dynamic environment.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></p> <ul> <li style="font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span style="font-size: 12pt;"><span data-contrast="auto">Respond to incoming resident calls, emails, and chat inquiries with professionalism, clarity, and a solutions-oriented approach.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></li> </ul> <ul> <li style="font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span style="font-size: 12pt;"><span data-contrast="auto">Maintain consistent, clear communication with multiple residents simultaneously, providing timely updates and guidance.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></li> </ul> <ul> <li style="font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span style="font-size: 12pt;"><span data-contrast="auto">Address questions and concerns with empathy and patience, including de-escalating challenging situations when necessary.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></li> </ul> <ul> <li style="font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span style="font-size: 12pt;"><span data-contrast="auto">Navigate multiple technology platforms, adapt quickly to evolving systems and processes, and stay organized while managing competing priorities in a high</span><span data-contrast="auto">‑</span><span data-contrast="auto">volume environment.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></li> </ul> <ul> <li style="font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span style="font-size: 12pt;"><span data-contrast="auto">Collaborate effectively within a team environment to achieve shared goals.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></li> <li style="font-size: 12pt;" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span style="font-size: 12pt;"><span data-contrast="auto">Uphold Fair Housing practices and company standards at all times.</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></span></li> </ul> <p><span style="font-size: 12pt;"><strong><span data-contrast="none">Qualifications</span><span data-ccp-props="{"201341983":0,"335559739":240,"335559740":240}"> </span></strong></span></p> <ul> <li style="f