Resident Relations Specialist 25-25

Housing Authority of The City of Austin • Austin, TX

9d • Hybrid

About The Position

Southwest Housing Compliance Corporation (SHCC) is looking for a detail-oriented and customer service-oriented professional to join our fast-paced Resident Help Desk team. SHCC has served the U.S. Department of Housing and Urban Development (HUD) as high-performing Contract Administrator for over 25 years. In this role, we are proud to serve over 800 properties in the states of Texas and Arkansas to ensure they receive sufficient subsidy and necessary operating funds in accordance with HUD's mission. In this role, you will serve as a key point of contact for residents, property owners, and agents, helping to address and resolve housing-related concerns efficiently and professionally.

Requirements

• A strong customer service mindset-you're empathetic, patient, and professional in all interactions.
• Excellent communication skills-both written and verbal, with the ability to explain complex policies in a clear, understandable way.
• Strong multitasking abilities-you can juggle multiple inquiries while maintaining accuracy and efficiency.
• Ability to provide compassionate and professional customer service to clientele of diverse backgrounds
• Strong computer skills (Google Suite, Microsoft Office Suite, Adobe Acrobat, DocuSign, Emphasys ELITE, and Laserfiche)
• Excellent oral and written communication skills
• Ability to establish, cultivate, and maintain effective working relationships with external partners, clients, and coworkers
• Knowledge of standard bookkeeping principles, practices, and techniques
• Knowledge of HUD programs, regulatory compliance, the affordable housing industry
• Spanish language proficiency

Responsibilities

• Respond to resident questions and concerns via phone, email, and mail related to maintenance issues, property policies, rent calculations, utility disruptions, and interpersonal conflicts.
• Handle all interactions with professionalism and courtesy, ensuring timely follow-ups in accordance with established guidelines.
• Investigate applicable HUD policies to provide accurate information, guidance, and education to residents, property owners, and agents.
• Perform accurate data entry and maintain thorough documentation and records for each case handled.
• Communicate clearly and effectively with property owners, agents, and HUD representatives to ensure all issues are resolved to satisfaction.

Benefits

• Paid sick leave, annual leave, birthday leave & federal holidays
• 100% of employee health insurance premiums paid by the agency
• Supplemental health, dental, vision, and life insurance options for employees and family
• Employee Assistance Program
• Hybrid work schedule available

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed