Resident Compliance Specialist

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 in writing. Listen attentively and ask clarifying questions.
• Maintain accurate and detailed records of all interactions, ensuring that critical information is documented for future reference, reporting, and analysis.
• 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.
• Assist the compliance team with other duties and functions.

Requirements

• High School Graduate or General Education Degree (GED): Required
• Associates Degree: Preferred.
• 2+ years required of high engagement customer service experience with a vulnerable client base who may be in crisis.
• 3+ years preferred.
• 3+ 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+ 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.
• Certified Occupancy Specialist certification, desired or able to acquire it within 180 days of employment.