Complaint Specialist

Reporting to the Contract Manager Level 2, the Complaint Specialist s responsibilities will include, but are not limited to, the following:

• Interview applicants, request pertinent documents, and determine eligibility for Tenant Based, VASH, Project Based and RAD Project Based vouchers.

Conduct sex offender, criminal background checks and other related verifications for the applicant (i.e., WMS, HUD EIV former and existing tenant search, SAVE)

Brief all Project Based applicants on the program.

• Review Eligibility SR and case to ensure information is accurate and required documents are uploaded.
• Review documents and complete Lease Up processes for Tenant Based, VASH, Project Based and RAD Project Based rentals. Create building profile and units in Siebel. Prepare rental packages and cover letters for scanning. Check for rent reasonableness, building code violations, HPD violations, 40% rule and banned owners. Complete related verification searches Create and process payment adjustments.
• Conduct Informal Conferences and Informal Reviews.
• Communicate with applicants, tenants, landlords and outside agencies to expedite the application and rental processes for the HCV and PB programs.
• Report system issues and suggest enhancements to improve operations.
• Gather and evaluate information to resolve issues and complaints.
• Respond to emails, Information requests and correspondences accurately and in a timely manner.
• Establish effective working relationships with internal and external customers.
• Train onboarding staff.
• Perform related duties as assigned. The Complaint Specialists will require the following skill sets:

• Knowledge of the Housing Choice Voucher (Section 8) Program and related compliance functions including the Department of Housing and Urban Development ("HUD") rules and regulations
• Extensive knowledge of the Siebel database, or experience using another database system.
• Proficiency in Word, Excel Outlook, and other database systems.
• Ability to communicate clearly and concisely, both verbally and in writing.
• Exceptional customer service skills, professionalism, and proper email etiquette
• Excellent detail-orientation and follow up skills.
• Ability to manage multiple priorities and demands; analyze situations, identify problems, and offer solutions.

Daily Duties: Review documents and process eligibility or rentals Interview Applicants Communicate with applicants, tenants, landlords and outside agencies