Housing Specialist II/Owner Services Speciali

POSITION : Owner Services Specialist

SUPERVISOR : Customer Service Supervisor

STATUS : Non-Exempt

SUMMARY

The position duties include a wide range of activities related to developing relationships with owners in support of the Housing Choice Voucher (HCV) Program.

The position requires full accountability for responsiveness to participant, landlord and Miami- Dade Public Housing and Community Development (MDPHCD) inquires.

SUPERVISION RECEIVED AND EXERCISED :

Operates under the direct general supervision of a Supervisor; the Owner Services Specialist exercises no supervision over other employees but may act on behalf of or in the absence of the team supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and / or skills required.

Other duties may be assigned.

• Perform as a liaison between owners and operations teams.
• Process all transactions within the MDPHCD required business systems.
• Conveys a sense of urgency and bring owner issues to closure.
• Maintain accurate and complete documentation.
• Coordinate meetings to educate and inform owners about the HCV program.
• Develop community partnerships with local housing industry organizations.
• Create program materials to include but not limited to newsletters and fliers.
• Conduct new owner briefings.
• Assist with HAP payment review, new vendors and change of ownership with finance team.
• Monitor and confirm all new vendor, change of ownership, and change of HAP payee information.
• Provide assistance for owners experiencing technical difficulties with the owner portal.
• Provide excellent customer service to participants, landlords, co-workers, clients, and vendors
• Ensure regular attendance and punctuality
• Perform other duties as assigned
• Complete HCV Specialist Certification exam within 180 days of employment

BEHAVIORAL COMPETENCIES :

To perform the job successfully, an individual should demonstrate the following competencies :

Performance Excellence : Set high standards of performance; pursue aggressive goals and work hard / smart to achieve them;

strive for results and success; convey a sense of urgency and bring issues to closure; and persist despite obstacles and opposition.

Customer Service : Meet / exceed the expectations and requirements of internal and external customers; identify, understand, monitor and measure the needs of both internal and external customers;

talk and act with customers in mind; and recognize working colleagues as customers.

Effective Communication : Ensure important information is passed to those who need to know; convey necessary information clearly and effectively orally or in writing;

demonstrate attention to, and convey understanding of, the comments and questions of others; and listen effectively.

Quality : Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance;

monitor own work to ensure quality.

Responsiveness and Accountability : Demonstrate a high level of conscientiousness; hold oneself personally responsible for one's own work;

and do the required fair share of work.

Integrity : Must abide by strict ethical standards, integrity, objectivity and confidentiality when dealing with client, employee or financial information, and budget analysis and must avoid any personal conflicts of interest.

DESIRED QUALIFICATIONS :

High School Diploma; Education equivalent to a two-year degree from a regionally accredited institution in Public Administration, Social Science or a closely related field preferred;

Alternatively, a minimum of two years of progressively responsible work experience for a public agency, or related work in the social service, community service, customer service and / or call center environments.

Must be able to communicate effectively both orally and in writing (bilingual English / Spanish or preferred); possess strong typing and computer skills with knowledge of Microsoft Office products;

possess strong organizational skills required to prioritize tasks and demands and consistently to deliver work product on time.