Resident Relations Specialist Bi-lingual - Spanish Required

Tampa Housing Authority•Tampa, FL

10h

About The Position

The Resident Relations Specialist is the primary point of contact for residents, external clients, and elected officials, handling inquiries and complaints in accordance with HUD ACC requirements and NTHDC procedures. The role ensures timely and accurate responses, maintains detailed records, and supports the Resident Relations Manager in meeting service quality standards. Spanish fluency in both verbal and written communication is required. The specialist receives, classifies, investigates, tracks, and resolves inquiries through multiple channels, follows up with complainants and Owners/Agents, records activity in internal software and HUD systems, and closes cases with supporting documents. The position also supports ACC compliance, prepares HUD tracking reports, handles HUD FOIA response gathering, and provides residents with information about leasing and occupancy rules. Travel may be required up to 10%.

Requirements

Fluency in Spanish, both verbal and written.
High school diploma or equivalent.
At least 2 years of experience in customer service, housing compliance, or call center operations.
Understanding of HUD ACC requirements and resident relations procedures.
Excellent communication and conflict-resolution skills.
Proficiency with HUD Secure Systems applications and Microsoft Office Suite.
Ability to manage multiple priorities and meet strict deadlines in a fast-paced environment.
Strong communication and collaboration skills for cross-functional projects.
Detail-oriented, with strong problem-solving abilities.
Ability to communicate information courteously and diplomatically.
Ability to multitask and work independently with self-motivation.
Proficiency with proprietary software for ACC tasks.
Effective oral and written communication skills.
Ability to travel up to 10%.
Valid Florida Driver’s License.
Must be insurable under the agency’s insurance policy.

Nice To Haves

Associate degree preferred.
Familiarity with HUD programs, COS, and PBCA operations is strongly preferred.

Responsibilities

Receive, log, and investigate inquiries received by phone, email, fax, mail, or in person.
Classify inquiries and initiate resolution tracking in the internal software system.
Notify Owners/Agents about reported issues within required timeframes: within one hour for life-threatening issues and by close of business for other inquiries.
Promptly contact complainants to confirm their concerns have been reported.
Investigate and resolve resident inquiries and complaints.
Follow up with Owners/Agents and complainants every three business days for life-threatening issues and weekly for other inquiries until resolved.
Document actions and communications in the internal software system and HUD’s iREMS systems.
Close inquiries upon resolution and upload final documents to the document management system.
Ensure tasks meet Acceptable Quality Levels under the ACC.
Assist with monthly tracking logs and reports for HUD submission.
Maintain accurate records of inquiries, responses, and corrective actions.
Manage and gather responses to HUD FOIA requests.
Communicate courteously and professionally with residents and stakeholders.
Handle escalated concerns in coordination with the Resident Relations Manager.
Educate residents on program rules and regulations governing leasing and occupancy in accordance with HUD Handbook 4350.3.
Travel as needed, up to 10%.