Call Center Representative
POSITION : Customer Service Representative
SUPERVISOR : Customer Service Supervisor
STATUS : Non-Exempt
DEPARTMENT : Call Center
SUMMARY
The position duties include a wide range of call center activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.
SUPERVISION RECEIVED AND EXERCISED :
Operates under the direct general supervision of a Supervisor; the Customer Service
Representative exercises no supervision over other employees.
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.
Receive and respond accurately and professionally, to customer inquiries / concerns
received via telephone, email or office visit.
- Respond to all of the customer’s inquiries utilizing all available resources and program knowledge; researching and exploring answers
- Identify and escalate unresolved inquiries to management
- Accurately and thoroughly record all interactions in the PHA system of record
- Defuse and deescalate irate customers as to ensure great customer experience
- Verify and update customer information
- Identify and escalate priority issues
- Perform data entry into SharePoint, and PHA business system
- Provide excellent customer service to participants, landlords, co-workers, clients and
- Vendors
- Obtain certification in Housing Choice Voucher Basics within 120 days of employment
- Ensure regular attendance and punctuality
- Perform other duties as assigned
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 English / Creole 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.
Call Center Representative
POSITION : Customer Service Representative
SUPERVISOR : Customer Service Supervisor
STATUS : Non-Exempt
DEPARTMENT : Call Center
SUMMARY
The position duties include a wide range of call center activities related to providing Customer service to Housing Choice Voucher (HCV) participants and HCV owners, and other stakeholders.
SUPERVISION RECEIVED AND EXERCISED :
Operates under the direct general supervision of a Supervisor; the Customer Service
Representative exercises no supervision over other employees.
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.
Receive and respond accurately and professionally, to customer inquiries / concerns
received via telephone, email or office visit.
- Respond to all of the customer’s inquiries utilizing all available resources and program knowledge; researching and exploring answers
- Identify and escalate unresolved inquiries to management
- Accurately and thoroughly record all interactions in the PHA system of record
- Defuse and deescalate irate customers as to ensure great customer experience
- Verify and update customer information
- Identify and escalate priority issues
- Perform data entry into SharePoint, and PHA business system
- Provide excellent customer service to participants, landlords, co-workers, clients and
- Vendors
- Obtain certification in Housing Choice Voucher Basics within 120 days of employment
- Ensure regular attendance and punctuality
- Perform other duties as assigned
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 English / Creole 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.
Finance Specialist
POSITION : Finance Specialist
SUPERVISOR : Supervisor
STATUS : Non-Exempt
SUMMARY :
The Finance Specialist will be responsible for reviewing and analyzing Housing Assistance Payments (HAP) for residents under NMA’s property listings.
The Specialist will proactively seek to resolve potential errors and duplicate payments. These findings will be communicated to the Operations Department to increase the accuracy of reporting and HAP disbursements.
SUPERVISION RECEIVED AND EXERCISED :
Operates under direct, general supervision of the Supervisor. The Finance Specialist exercises no supervision over other employees.
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.
- Review, analyze, and audit HAP.
- Review manual adjustment requests for accuracy.
- Develop a working understanding of the current legacy system and various other systems in order to audit and identify potential errors and duplicate payments.
- Develop a working relationship with the Operations Department’s Teams to assist in the resolution of issues with ledger reporting and account interpretation.
- Conduct all job functions in alignment with the local Housing Authority Administrative Plan, HUD regulations and other state and local requirements.
- Ensure regular attendance and punctuality.
- Perform other duties as assigned.
Knowledge and Skills Required :
Proficiency with all Microsoft Office applications, excellent Microsoft Excel skills. Excellent writing skills and an ability to write and maintain technical documentation, as well as troubleshoot and explain technical issues and concepts to the layman.
Experience with Public Housing / Housing Choice Voucher program and or financial systems preferred. Self-motivated and focused, with a positive outlook and excellent organizational skills.
Experience working in a project team oriented environment. Demonstrated ability to articulate financial / administrative policies and guidelines effectively and with tact.
Excellent attention to detail, judgment, analytical and problem-solving skills
Education and Experience Required :
A four-year degree from a regionally accredited institution ( Bachelor of Science) in Finance, Accounting, Economics or a related field.
- Excellent spreadsheet and database skills (Microsoft Excel) as well as strong general computer skills with the Microsoft Office Suite including e-mail.