Resident Relations Specialist 26-26

Housing Authority of The City of Austin•Austin, TX

7d•Hybrid

About The Position

Established in 1937, the Housing Authority of the City of Austin (HACA) is a national leader in providing safe, healthy and affordable housing options for the Austin community. HACA's mission is to cultivate sustainable affordable housing communities and partnerships that inspire self-reliance, growth and optimism. 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.

Requirements

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

Nice To Haves

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.

Responsibilities

Serve as a key point of contact for residents, property owners, and agents, helping to address and resolve housing-related concerns efficiently and professionally.
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.