Customer Service Representative for the Division of Compliance & Enforcement

City of New York•New York City, NY

1d•Hybrid

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 maintains building and resident safety and health, creates opportunities for New Yorkers through housing affordability, and engages New Yorkers to build and sustain neighborhood strength and diversity. The Office of Development leads the agency’s effort to develop affordable housing, through new construction and preservation of existing affordable housing. The Division of Housing Incentives offers tax incentives, tax incentives, tax credits, and zoning bonuses in order to facilitate affordable housing development and preservation. The Division of Housing Incentives is composed of four units: Compliance & Enforcement, Tax Incentives, Tax Credits, and Inclusionary Housing. As a Customer Service Representative in the Division of Housing Incentives’ Compliance & Enforcement (C&E) division, you will directly assist owners who have housing incentive benefits to bring their buildings into compliance, benefitting tenants and the community with rent-stabilized apartments. Your assistance will be essential in helping them understand housing incentive programs and their obligations. To date, C&E’s work has resulted in over 3,000 buildings coming into compliance with the requirements of the 421-a program. This compliance effort, still on-going, has directly impacted the occupants of over 63,000 residential units that are now rent-stabilize.

Requirements

A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.
Authorization to work in the United States is required for this position.

Nice To Haves

Strong verbal and written communication skills
Detailed-oriented, courteous, efficient
Function independently
Work collaboratively
Able to handle a fast-paced, high-pressure work environment
Strong computer skills including proficiency in Microsoft Word and Excel
Excellent organizational and time-management skills
Fluency in additional languages besides English is a plus
Ability to multi-task and follow-up/follow-through
Ability to move between distinct job responsibilities quickly and comfortably

Responsibilities

Respond to applicants, owners, and members of the general public promptly and courteously in person, by telephone, and by electronic means, supporting 421-a and other housing programs providing important community benefits.
Field inquiries to the C&E team’s general email inboxes.
Escort clients to and from the reception area and conference room(s).
Log and scan all incoming mail.
Be knowledgeable and proficient in 421-a, J-51, and other housing incentives program policies, procedures, and requirements, in order to clearly and accurately respond to general inquiries and owners having difficulty understanding the application process and/or why their applications are incomplete.
Provide technical assistance to owners, their file representatives, and attorneys regarding the 421-a, J-51, and other housing incentives programs and their requirements.
Make recommendations on C&E policies and procedures relating to the customer service role.
Track customer inquiries, and provide applicants, owners, file representatives, and attorneys with status updates on their pending applications and compliance dockets in a timely manner, including accessing the HPDInfo system to generate document checklists.
Help with data entry, generally, and inputting data into SharePoint, specifically relating to incoming mail, whether virtual or in hard copy.
Ensure that documents are received and properly recorded in a timely manner, by entering application and tracking information into database(s), organizing and maintaining a filing system, and opening, sorting, and distributing mail.
Provide authoritative interpretation of complex problems relating to building owners coming into compliance with the requirements of the 421-a, J-51, and other Housing Incentives programs.
Assist the Assistant Commissioner and other senior staff with special projects, as needed.