1st American Management Company’s Nicole Oswald brings expertise & empathy to property management team

Nicole Oswald is a commercial and multi-family property manager for 1st American Management Company. She manages an extensive portfolio, featuring properties representing multiple industries and communities across Northwest Indiana. Oswald handles responsibilities such as tenant relations, property inspections, budget preparation, and tax recommendations for 1st American Management Company’s clients.

Oswald has spent two decades working in real estate, having launched her career as a leasing agent for the residential complex she was living in at the time. She took to the work quickly, finding success thanks to her communication and people skills.

“Making connections with people is where the success comes from,” she said. “It doesn’t matter if you’re applying for an apartment, if you’re hiring somebody, or if you’re mentoring somebody for a leadership position. Everything is about being able to connect with multiple personalities, breaking down walls, and getting through to people.”

Her success quickly led to further opportunities and led to her transitioning into property management. Those communication skills quickly became even more important, and she put them to work when she joined the 1st American Management Company team. The new job also came with a new focus – she’d be one of the property managers focusing on 1st American Management Company’s commercial portfolio.

“Despite the change, the approach remains the same. It’s all about managing people and their expectations,” she said. “You need to be able to work through objections, problem solve, and take care of people so that they feel seen and heard. The biggest difference with commercial management is that you’re dealing with a space people occupy for a few hours a day. In residential, you’re dealing with where they live.”

Given the spread of businesses she represents, it is rare for any day to go as scheduled for Oswald. She’s just a phone call or email away from needing to go from working with a tenant in La Porte County or addressing an emergency in Lake County.

“You never know what you’re going to walk into. Every day is different,” she said. “I think that’s part of why I’ve been able to do this for 20 years. A restaurant might run into a plumbing issue that leads to their grease trap, whereas a clothing shop would never, ever run into that problem. The key is to understand what every tenant needs. It goes back to being able to communicate effectively.”

Regardless of the task she is handling, the tenant she’s meeting, or the client she’s representing, Oswald keeps one core value at the center of her approach to property management – empathy.

“I always put myself in their shoes, or think about what I’d do if my loved one was calling in with the same issue,” she said. “How would I want it addressed? How would I want somebody to react to my issue? Thinking that while setting realistic expectations is paramount, but always over-deliver. That’s the number one thing. I love helping people so they can overcome any obstacle in their way.”

Oswald is excited to do this work with 1st American Management Company and is committed to helping them grow their portfolio.

“The flexibility 1st American Management Company offers is paramount to me, I have a family just like everyone who works here,” she said. “This year, I’d love to see the multi-family side of our business grow. Since I came back last year, we’ve added 20 doors. I’d love to see that number reach 100 before the end of the year.”

To learn more about 1st American Management Company and its full array of services, visit 1stpropertymanagers.com.