Client Services Specialist

Client Services Specialist

About HPD, the Office of Housing Access and Stability: The New York City Department of Housing Preservation and Development (HPD) is the nation's largest municipal housing preservation and development agency. Its mission is to promote quality and affordability in the city's housing, and diversity and strength in the city's neighborhoods because every New Yorker deserves a safe, affordable place to live in a neighborhood they love. HPD is committed to reducing administrative and regulatory barriers and make investments to tackle New York City's complex housing crisis, by addressing homelessness and housing instability, promoting economic stability and mobility, increasing homeownership opportunities, improving health and safety, and increasing opportunities for equitable growth.

Your Team: At HPD, rent subsidy programs are administered by the Division of Tenant & Owner Resources (DTOR). HPD's rental subsidies, including Section 8 or the Housing Choice Voucher (HCV) program, provide funding to eligible low-income families for rental assistance toward decent, safe, and affordable housing in a neighborhood of their choice. Families pay approximately 30% of their income toward rent, and the NYC Department of Housing Preservation and Development (HPD) pays the difference, directly to the owner. The unit must have a rent that is determined reasonable and affordable by HPD and must meet federal Housing Quality Standards (HQS) to be approved.

Your Impact: HPD's Division of Tenant & Owner Resources (DTOR) is responsible for the administration of rental subsidy programs that include Housing Choice Voucher (HCV), Project Based Voucher (PBV), Moderate Rehab Section 8, Moderate Rehab Single Room Occupancy (SRO), and Continuum of Care (CoC)-Shelter Plus Care (SPC) and NYC 15/15. Through these programs, HPD serves over 40,000 households and 9,000 landlords in all five boroughs. DTOR is responsible for the initial application screening; confirming eligibility requirements; briefing applicants; and issuing vouchers. DTOR also monitors tenant and landlord compliance of their obligations under each program and continues to administer the ongoing subsidies throughout their participation. These continued activities include processing annual and interim recertifications to update family income/assets, household composition, and rent amounts; tenant moves and transfers; approved rent increases; Housing Assistance Payment (HAP) abatements and reinstatements to enforce Housing Quality Standard (HQS) inspection results; and providing customer service to stakeholders through our Client Services office, call center and the DTR Portal.

Your Role: As a Client Services Specialist in the Division of Tenant Resources, you are expected to perform customer service functions that provide essential services to assist HPD clients. You will engage with clients via telephone through our call center system, online through various email accounts, and in person with stakeholders. Your responsibilities will include ensuring that participant cases are accurately screened, providing appropriate updates and guidance, and documenting information in relevant databases, all in compliance with HPD policies and Federal HUD Rules and Regulations.

Key Responsibilities: - Respond to client calls, providing accurate and satisfactory answers to their inquiries and concerns. - Review client accounts to provide updates regarding their subsidy programs as requested. - Prepare and send appropriate correspondence, as well as track responses. - Assist in reviewing email accounts and the virtual mailroom to route documents to the appropriate units. - Participate in community outreach efforts to support Section 8 participation. - Perform administrative tasks related to records, files, invoices, and reports, including data entry, logging submissions, and tracking correspondence. - Document and maintain case files and electronic records, preparing files as needed. - Attend mandatory training sessions. - Process annual and interim certifications.

Preferred skills - Excellent communication skills (both oral and written). - Call center experience is a plus. - Strong active listening skills. - Ability to work in a fast-paced environment. - Proficiency with computers and the ability to learn new software. - Strong time management and organizational skills. - Excellent troubleshooting abilities. - Bilingual skills are a plus. - Experience with Section 8 or other rental subsidy programs is a plus.

Qualification Requirements 1. High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or 2. Education and/or experience which is equivalent to "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.