Client Services Specialist for the Division of Tenant & Owner Resources

City of New York • New York City, NY

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About The Position

The New York City Department of Housing Preservation and Development (HPD) promotes quality and affordability in the city's housing, and diversity and strength in the city’s neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love. HPD's Division of Tenant & Owner Resources (DTOR) is responsible for the administration of rental subsidy programs that include Housing Choice Voucher (HCV), Project Based Voucher (PBV), Moderate Rehab Section 8, Moderate Rehab Single Room Occupancy (SRO), and Continuum of Care (CoC)-Shelter Plus Care (SPC) and NYC 15/15. Through these programs, HPD serves over 40,000 households and 9,000 landlords in all five boroughs. DTOR is responsible for the initial application screening; confirming eligibility requirements; briefing applicants; and issuing vouchers. DTOR also monitors tenant and landlord compliance of their obligations under each program and continues to administer the ongoing subsidies throughout their participation. These continued activities include processing annual and interim recertifications to update family income/assets, household composition, and rent amounts; tenant moves and transfers; approved rent increases; Housing Assistance Payment (HAP) abatements and reinstatements to enforce Housing Quality Standard (HQS) inspection results; and providing customer service to stakeholders through our Client Services office, call center and the DTR Portal. As a Client Services Specialist in the Division of Tenant Resources, you are expected to perform customer service functions that provide essential services to assist HPD clients. You will engage with clients via telephone through our call center system, online through various email accounts, and in person with stakeholders. Your responsibilities will include ensuring that participant cases are accurately screened, providing appropriate updates and guidance, and documenting information in relevant databases, all in compliance with HPD policies and Federal HUD Rules and Regulations.

Requirements

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or Education and/or experience which is equivalent to "1" above.
• Authorization to work in the United States is required for this position.
• Applicants are responsible for ensuring that they meet all qualifying requirements for this position at the time of application.

Nice To Haves

• Call center experience is a plus.
• Bilingual skills are a plus.
• Experience with Section 8 or other rental subsidy programs is a plus.

Responsibilities

• Respond to client calls, providing accurate and satisfactory answers to their inquiries and concerns.
• Review client accounts to provide updates regarding their subsidy programs as requested.
• Prepare and send appropriate correspondence, as well as track responses.
• Assist in reviewing email accounts and the virtual mailroom to route documents to the appropriate units.
• Participate in community outreach efforts to support Section 8 participation.
• Perform administrative tasks related to records, files, invoices, and reports, including data entry, logging submissions, and tracking correspondence.
• Document and maintain case files and electronic records, preparing files as needed.
• Attend mandatory training sessions.
• Process annual and interim certifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED