Screening & Applications Specialist

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.

Role Overview 

As a Screening and Applications, Specialist within Cortland’s centralized Contact Center, you will serve as the primary point of contact for prospective residents, guiding them seamlessly from application submission through movein. You will review applications, verify documentation, and support applicants with professionalism and empathy throughout the leasing process. This role plays a key part in creating a positive applicant experience and requires exceptional customer service, strong communication skills, and the ability to excel in a fast paced, dynamic environment. 

• Review and process rental applications accurately, ensuring compliance with company policies and regulatory requirements. 
• Collect, verify, and manage applicant documentation promptly and efficiently. 
• Respond to incoming calls, emails, and chat inquiries with professionalism, clarity, and a solutions-oriented approach. 
• Maintain clear and consistent communication with multiple applicants simultaneously, providing timely updates and guidance. 
• Address questions and concerns with empathy and patience, including de-escalating challenging situations when necessary. 
• Navigate multiple technology platforms, adapt quickly to evolving systems and processes, and stay organized while managing competing priorities in a high‑volume environment. 
• Collaborate effectively within a team environment to achieve shared goals. 
• Uphold Fair Housing practices and company standards at all times. 

Qualifications 

• 2+ years of experience delivering exceptional customer service, ideally in a service-driven or high-volume contact center environment; experience in the multifamily housing industry is strongly preferred 

• High school diploma or equivalent required 

• Demonstrated ability to handle confidential information with discretion and integrity 

• Exceptional time management, prioritization, and organizational skills to manage multiple tasks in a fast-paced environment 

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with property management platforms such as Funnel, OneSite, and RealPage