Resident Relations Specialist - Bi-lingual - Haitian Creole

Tampa Housing Authority•Tampa, FL

14h

About The Position

The Resident Relations Specialist serves as the primary point of contact for residents, external clients, and elected officials, managing inquiries and complaints in accordance with HUD ACC requirements and NTHDC procedures. The role is responsible for timely, accurate responses, detailed records, and supporting the Resident Relations Manager in meeting service quality standards. Haitian Creole fluency is required in both spoken and written communication. The specialist receives and investigates inquiries; classifies and tracks them in internal systems; notifies Owners/Agents within required timeframes; and follows up with complainants and Owners/Agents until resolution. The role documents activity in internal software and HUD’s iREMS systems, closes resolved cases, and uploads final documents. It also supports ACC quality compliance and HUD reporting, maintains inquiry and corrective-action records, and gathers responses to HUD FOIA requests. The position provides courteous customer service, handles escalated concerns in coordination with the Resident Relations Manager, and educates residents about leasing and occupancy rules under HUD Handbook 4350.3. Travel of up to 10% is required. A valid Florida driver’s license and eligibility for coverage under the agency’s insurance policy are required.

Requirements

Required proficiency in Haitian Creole, both verbal and written.
High school diploma or equivalent.
At least two 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 in 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 problem-solving abilities.
Ability to communicate information courteously and diplomatically, orally and in writing.
Ability to multitask and work independently with self-motivation.
Skill and proficiency using proprietary software for ACC tasks.
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 strongly preferred.

Responsibilities

Receive, log, and investigate inquiries received by phone, email, fax, mail, or in person.
Classify inquiries and initiate resolution tracking in internal software.
Notify Owners/Agents of life-threatening issues within one hour and other issues by close of business.
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 resolution.
Document actions and communications in internal software 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 in preparing 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.