Resident Compliance Specialist

Bremerton Housing Authority•Bremerton, WA

8d•$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

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 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.
This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.
Must be able to maintain good attendance due to continuous coverage for the Resident Hotline being a critical component of the position.
Ability to perform work accurately and thoroughly.
Ability to actively attend to, convey, and understand the comments and questions of others.
Ability to communicate effectively with others using the spoken word.
Ability to communicate in writing clearly and concisely.
Ability to deal with others in an antagonistic situation.
Ability to remain calm and composed under pressure, managing a crisis effectively by assessing the situation, prioritizing actions and making quick decisions when necessary.
Ability to understand and address situations based on all available facts and information to define a problem and develop effective solutions.
Ability to avoid being offensive when communicating with others and show consideration when interacting with people of different cultural or socio-economic backgrounds.
Ability to take care of the customers’ needs while following company procedures and HUD multi-family compliance regulations.
Ability to pay attention to the minute details of a project or task.
Capacity to be aware of, control, and express one’s emotions, and to handle interpersonal relationships judiciously and empathetically.
Ability to appreciate and be sensitive to the feelings of others.
Ability to demonstrate conduct conforming to a set of values and accepted standards.
Ability to be truthful and be seen as credible in the workplace.
Ability to make decisions or take actions to solve a problem or reach a goal.
Ability to get along well with a variety of personalities and individuals.
The ability to formulate a sound decision using the available information.
Ability to keep track of multiple and complex tasks.
Ability to act calmly under stress and strain, and not be hasty or impetuous.
Ability to find a solution for or to deal proactively with work related problems.
The trait of being dependable, trustworthy, punctual, good attendance, and completing assignments on time.
Ability to design and conduct a systematic, objective, and critical investigation.
Ability to show consideration for and maintain good relations with others.
Ability to comprehend complex technical knowledge and terminology of Project-Based Section 8 housing programs and applicable federal, state and local laws within the first six months in the position.
Ability to complete assigned tasks under stressful situations.
Vision (Near)
Sense of Sound - listening to instructions and customer comments

Nice To Haves

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

Responsibilities

Provide empathetic and compassionate support to residents (who may be distraught), showing genuine concern for their well-being and emotional state.
Connect residents to appropriate community resources, services, or agencies that can help address their needs, even when BHA/CMS cannot directly provide assistance.
Welcome customer questions and concerns via telephone, email, and or in writing. Listen attentively, ask clarifying questions.
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.
Review and interpret Department of Housing and Urban Development guidelines to determine the necessity of creating a formal inquiry.
Contact tenants and owner/agents to respond to inquiries and notify them of and maintain timely communication.
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.
Evaluate whether complaints have been satisfactorily resolved and, if necessary, send follow-up or closure letters to appropriate parties summarizing resolution.
When necessary, refer unresolved tenant or owner/agent grievances to the appropriate party for further investigation.
As needed, assist the compliance team with other duties and functions.
Embrace other duties as assigned, fostering flexibility and adaptability within our diverse workforce.
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)
14 Paid Holidays per year
Longevity Pay
Employee Assistance Program
Tuition Reimbursement Opportunities