Bilingual Screening & Applications Specialist - Sandy Springs, GA
CortlandA prospective resident calls in frustrated. Their application has been pending for two days, they're trying to move in before their lease ends across town, and they're not sure their documents uploaded correctly. Your job, in that moment, is to be the calm, competent voice that turns that anxiety into a clear next step.
Cortland, one of the largest multifamily owners and operators in the country, runs a centralized Contact Center that handles application processing and resident screening across its portfolio. This bilingual Screening and Applications Specialist role sits inside that operation, serving as the main point of contact for applicants from the moment they submit an application through move-in. The work is phone-heavy, documentation-intensive, and requires genuine patience alongside real organizational discipline.
What the Day Actually Looks Like
You'll be reviewing and processing rental applications, verifying documentation, and keeping applicants informed at each stage of the process. Calls, emails, and chat inquiries come in simultaneously, and you'll be managing multiple applicants at different points in the pipeline at any given time. When something stalls, whether a missing document or a compliance question, you're the one who figures out the path forward and communicates it clearly. De-escalating tense conversations is part of the job, and Fair Housing compliance is non-negotiable throughout.
Cortland uses platforms like RealPage, OneSite, and Funnel, so comfort with property management software matters. You'll also be working inside CRM tools and adapting to system updates as they roll out. The environment moves quickly and the volume is real.
Bilingual fluency is central to this role. Applicants who speak Spanish (or another language, depending on the market) deserve the same quality of communication as anyone else, and your ability to bridge that gap directly affects their experience and Cortland's conversion rates.
Who Fits Well Here
- 2 or more years of customer service experience, preferably in a high-volume contact center or multifamily leasing environment
- High school diploma or equivalent
- Bilingual proficiency (English plus at least one additional language)
- Demonstrated ability to handle confidential applicant information with care and discretion
- Strong attention to detail when reviewing applications and verifying documents under volume pressure
- Proficiency in Microsoft Office and comfort with property management platforms
- Flexibility to work weekends and extended hours when the business needs it
The candidates who tend to thrive in centralized leasing operations like this one aren't just organized. They're also good at reading the emotional temperature of a conversation and adjusting accordingly. Applicants are often stressed. They're making a significant financial and personal decision. The specialists who stand out treat that seriously without letting it slow down their throughput.
This role can serve as a strong foundation for moving into leasing management, compliance coordination, or operations roles within a large vertically integrated portfolio. Cortland handles design, construction, and property operations in-house, which means there's genuine internal mobility for people who perform well and want to grow.