The Pronto Partner is a core execution role responsible for independently managing customer files while ensuring accuracy, timeliness, and compliance with Pronto Housing standards. This role requires strong attention to detail, time management, and customer communication skills, serving as a primary contributor to customer outcomes.
Own customer files from intake through completion.
· Meet assigned file goals consistently.
· Complete files accurately and in compliance with program requirements.
· Send required 30/60/90/120 notices on time.
· Identify and flag issues that could delay file completion.
Ensure clear, respectful, and timely communication.
· Respond to tenant communications within 24 hours.
· Respond to customer communications within 24 hours.
· Maintain professional tone and clear written communication.
· Send customer reports on time and error-free.
· Escalate complex or sensitive customer situations appropriately.
Execute work in alignment with compliance standards.
· Reference process maps and toolkits to determine proper compliance process.
· Escalate compliance questions and software issues promptly.
· Avoid making compliance interpretations independently.
Manage workload effectively in a fast-paced environment.
· Prioritize files and tasks to meet deadlines.
· Maintain accurate documentation and records.
· Communicate proactively when capacity or blockers arise.
Contribute as a dependable, engaged team member while supporting shared goals and customer outcomes.
· Prepare for and actively participate in daily stand-ups.
· Complete weekly updates and goal trackers accurately and on time.
· Communicate progress, risks, and blockers clearly.
· Collaborate effectively with teammates to support shared goals.