Resident Compliance Specialist

Bremerton Housing Authority•Bremerton, WA

1d•$29 - $47•Remote

About The Position

The Resident Compliance Specialist plays a pivotal role in fostering positive communication and cooperation between project-based section 8 residents and owners/agents. This position is fast paced, involves receiving and relaying concerns through the Resident Hotline, ensuring all voices are heard, de-escalating resident who feel they are in crisis and advocating for appropriate resolutions. The Resident Compliance Specialist also serves as a valuable resource for residents and property management, offering guidance on Department of Housing and Urban Development (HUD) multifamily compliance. The Resident Compliance Specialist is responsible for meeting goals and deadlines established by their manager and by HUD.

Requirements

Education: High School Graduate or General Education Degree (GED): Required.
2+ years required of high engagement customer service experience with a vulnerable client base who may be in crisis. 3+ years is preferred.
3 plus years of experience in complex or specialized business administration, social services administration or case management,
Must have intermediate to advanced skills in writing and verbal communication.
1 plus-year experience in the rental housing industry is highly desired.
Experience searching program or industry regulations in a professional setting.
At least Intermediate proficiency level in Microsoft Office programs, including Word, Excel, and Outlook.
Intermediate to advanced level knowledge using various database operations, websites and cloud-based programs.
Must be able to maintain good attendance due to continuous coverage for the Resident Hotline being a critical component of the position.

Nice To Haves

Associates Degree: Preferred.
Certified Occupancy Specialist certification, desired or able to acquire it within 180 days of employment.

Responsibilities

Empathetic Support: Provide empathetic and compassionate support to residents (who may be distraught), showing genuine concern for their well-being and emotional state.
Resource Referral: Connect residents to appropriate community resources, services, or agencies that can help address their needs, even when BHA/CMS cannot directly provide assistance.
Receiving and Addressing Concerns: Welcome customer questions and concerns via telephone, email, and or in writing. Listen attentively, ask clarifying questions.
Documentation and Reporting: Maintain accurate and detailed records of all interactions, ensuring that critical information is documented for future reference, reporting, and analysis. Records can include tenant and owner/agent interactions, inquiries, complaints, comments, and other actions taken.
Compliance with Guidelines: Review and interpret Department of Housing and Urban Development guidelines to determine the necessity of creating a formal inquiry.
Effective Communication: Contact tenants and owner/agents to respond to inquiries and notify them of and maintain timely communication.
Formal Inquiry Handling: Initiate formal inquiries when required, including a step by step process to complete complaint forms, document complaints in writing, and notifying appropriate parties by phone and in writing.
Resolution Tracking: Evaluate whether complaints have been satisfactorily resolved and, if necessary, send follow-up or closure letters to appropriate parties summarizing resolution.
Issue Escalation: When necessary, refer unresolved tenant or owner/agent grievances to the appropriate party for further investigation.
Compliance Team Support: As needed, assist the compliance team with other duties and functions.
Additional Responsibilities: Embrace other duties as assigned, fostering flexibility and adaptability within our diverse workforce..
Ownership of Tasks: Consistent monitoring of emails and deadlines, while prioritizing tasks throughout the entire duration of the shift, despite frequent interruptions.

Benefits

Medical Insurance-BHA pays 95% for employee only or 90% for family
Vision Insurance-BHA pays 95% for employee only or 90% for family
Dental Insurance – 100% Covered by BHA
Life and AD&D Insurance
Washington State Retirement (PERS)
Washington State Deferred Compensation
Paid Time Off (PTO) Accrual of 150 hours in first year
Washington State Paid Sick Leave – 1 hour for every thirty hours worked (approx. 69 hours per year)
13 Paid Holidays per year
Longevity Pay
Employee Assistance Program
Tuition Reimbursement Opportunities