Housing Specialist

The Objective of the Position
As the On-Site Housing Specialist, your primary objective is to deliver exceptional customer service while executing the various tasks associated with government-run rental assistance programs. The role demands a balance between technical accuracy, regulatory compliance, and a strong commitment to the customer experience. This position is central to determining and documenting eligibility, income, rent, and managing contractual relationships with property owners, all while maintaining a high standard of service that reflects our company's values. This position is a full-time, on-site position based out of Chicago, IL.
In this role, you will be responsible for accurate and thorough record-keeping, resolving customer service inquiries, and demonstrating proactive communication with participants and landlords. The successful candidate will embody our values by fostering trust, taking ownership, driving impactful results, and exceeding customer expectations.
Housing Specialist Responsibilities

• Educate participants on program requirements and family obligations, ensuring they fully understand their rights and responsibilities.
• Conduct participant briefings as needed, prioritizing clarity and responsiveness to participant questions or concerns.
• Address and resolve participant and landlord issues with empathy and professionalism, demonstrating our commitment to service excellence.
• Conduct eligibility and intake activities for program applicants and participants while adhering to all legal and regulatory requirements.
• Execute annual and interim recertifications within required time frames, ensuring that participants are well-informed and supported throughout the process.
• Facilitate participant moves, including portability, by efficiently managing transitions while minimizing disruptions.
• Accurately determine housing assistance payments and tenant rent calculations, ensuring both compliance and clarity for all stakeholders.
• Act as a mediator in resolving concerns between owners, tenants, and the Public Housing Authority (PHA), emphasizing fair and equitable outcomes.
• Collaborate effectively with landlords, co-workers, clients, and vendors to ensure seamless service delivery.
• Maintain accurate and complete applicant and participant files, ensuring they meet all compliance and quality standards.
• Proactively address and resolve any quality control findings associated with completed work, demonstrating ownership of your responsibilities.
• Provide outstanding customer service in every interaction, striving to exceed expectations and leave a positive, lasting impression.
• Execute all job functions in alignment with the PHA's Administrative Plan, HUD regulations, and other state and local requirements while focusing on the experience and satisfaction of participants and landlords.
• Ensure consistent attendance and punctuality, reflecting reliability and a commitment to excellence in service.
• Other duties may be assigned based on business needs, requiring adaptability and a readiness to step in where needed to support team and client success.

Housing Specialist Requirements

• Ability to effectively communicate laws, rules, and regulations, ensuring adherence to legal standards while communicating complex information clearly to participants.
• Strong organizational skills to execute tasks and assignments within established deadlines while solving problems independently and in collaboration with a customer-centric approach.
• Proficient in Microsoft Applications (Excel, Word, Outlook, SharePoint), with the ability to quickly learn new programs and tools that enhance service delivery.
• Demonstrated ability to communicate professionally, both verbally and in writing, tailoring messages to meet the needs of participants, landlords, and team members.
• Ability to quickly adapt to changing conditions based on client needs, showing a willingness to stretch beyond the limitations of what's possible to deliver impactful results.
• High attention to detail in maintaining accurate records and processing transactions while prioritizing integrity and trust in all dealings.
• A commitment to exceeding service expectations by going the extra mile, creating positive outcomes, and embodying our company's values in every interaction.
• Willingness to perform other related duties as needed, demonstrating flexibility in adjusting to evolving business needs and contributing to the team's overall success.
  

Education & Experience Requirements
3+ years' working experience in a client facing customer service-related field, required
2+ years working experience within a similar government eligibility or rental property lease up related field, required
HCV and/or Public Housing Certifications within the last 3 years, preferred
Basic knowledge of regulatory standards for Housing Choice Voucher Program, preferred
Bilingual in Spanish or other commonly used foreign language, preferred
High School diploma/ GED required
Clear Background Check and Drug Testing required