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Title: Compliance Specialist
Supervisor:
Location: Remote/At-Home (must reside in either AZ, FL, IL, MT, SC, NC, TN, TX or VA)
Status: Full-Time/Non-Exempt

The Objective of the Position

The Compliance Specialist is an operational support position where you would be independently responsible for overseeing and conducting quality assurance on productivity and performance for both AMA staff and clients. This position requires a superior understanding of and the ability to apply regulations and ensuring the quality of work performed.

The position duties include a wide range of quality control activities to include, but not limited to, determining compliance needs for each project, evaluating accuracy of various processes, identifying areas of challenge and providing recommendations for improvement and ongoing training/development.

Compliance Specialist Responsibilities

• Work with Project Manager in determining quality control needs for each project
• Assist in the creation of new performance standards for projects as needed
• Provide recommendations on changes to existing performance standards
• Utilize existing performance standards to evaluate assigned items/processes to be audited
• Make quality control selections and perform reviews based on client/business needs
• Conduct all compliance activities in alignment with each client policies and procedures, HUD regulations and other state and local requirements
• Evaluate results of reviews, identifying areas of challenge
• Provide periodic reports to Project Manager regarding results of QC
• Provide recommendations on resolving challenges observed/discovered
• Perform other duties as assigned

Compliance Specialist Requirements 

• Exceptional technical ability
• Intermediate to Advanced skills in Microsoft Office Applications
• Strong analytical skills
• Highly inquisitive
• Excellent interpersonal skills
• Ability to type 35 WPM
• High attention to detail
• Ability to communicate professionally, verbal and written
• Intermediate to Advanced problem-solving skills
• Ability to quickly and effectively learn new systems and applications
• Ability to multi-task and jump from project to project as needed

Education/ Experience Required

• Housing Choice Voucher (HCV) Program Certified Housing Specialist OR
  5+ years’ Housing Choice Voucher (HCV)/Public Housing/Property Management experience

Key Measurable Performance Indicators

• To be determined.

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Title: Assistant Project Manager, Housing Choice Voucher Programs
Supervisor: Director, Housing Choice Voucher Program PM
Location: Chicago, IL
Status: Full-Time/Exempt

The Objective of the Position

The HCV Assistant Project Manager “(APM)” is responsible for providing management, leadership and implementation of programs and processes required to support the daily operations of the Housing Choice Voucher Program project(s). The position’s responsibilities include a wide range of activities related to performance and regulatory compliance. The position will be required to coordinate with department staff and supervisors, ensuring projects and team are appropriately monitored, supported and performing as expected/required.

HCV APM Responsibilities

• Responsible for managing HCV supervisory, associates, and specialists
• Oversee and approve direct report time sheets timely
• Manage and coordinate the operation of the Housing Choice Voucher Program projects including Project Based Vouchers
• Ensure compliance with and achieving a high-performance rating on the Section Eight Management
• Assessment Program (SEMAP) key indicators and other audits as conducted
• Provide oversight to the HCV project(s) and staff to ensure the administration meets all HUD regulations and project requirements
• Provide corrective action plans if any program deficiencies are discovered, including coordinating and/or conducting training to reinforce program policy and procedures
• Conducts occasional field work involving contact with property owners and families to ensure compliance
• Monitor production, quality control and data integrity of transactions completed by staff by coordinating with Quality Control department for routine QC of staff work
• Supervise and review work of staff as assigned
• Serve as a point of contact to resolve non-routine issues for participants and landlords/owners
• Perform other functions/duties as assigned
• Present department information to Leadership team
• Periodic visits to client, as required
• Perform other duties as assigned in a Hybrid role

HCV APM Requirements

• Working knowledge of tenant/landlord law and contract administration.
• Demonstrated work experience with a diverse, low-income population.
• Communicate effectively with a variety of clients, landlords, staff and visitors, in a variety of situations.
• Experience working in a high-call volume and production environment with high performance guidelines and stringent deadlines.
• Knowledge of, and skilled in, risk analysis and data evaluation.
• Advanced knowledge of Microsoft Office.
• Strong public speaking and presentation skills.
• Occasional travel to office, as required.

Education/ Experience Required

• Bachelor’s degree in business administration, Public Administration, Housing Management or related field preferred.
• Housing Choice Voucher Program Management Certification required.
• Housing Choice Voucher Specialist Certification received within the past 3 years.
• HQS Inspections Certification received within the past 5 years.
• 5+ years’ experience within the affordable housing industry to include experience in training, conducting recertifications, SEMAP, quality control and audit practices.
• 5+ years’ experience supervising employees in a customer service-oriented environment.

Key Measurable Performance Indicators

• To be determined.

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Title: Service Ambassador (SA)
Location: Remote/At-Home
Category: Full-Time
Starting Rate:  

The Objective of the Position 

The Service Ambassador (SA) will provide over the top customer service to families served under the various housing programs. This position requires exceptional customer service and sales skills. The Service Ambassador (SA) will answer questions and solve problems to provide a memorable experience for every client.

Customer Service Representative Responsibilities: 

• Handle all contacts (phone) accurately and professionally
• Respond to all the customer’s inquiries 
• Research required information using available resources and knowledge
• Accurately and thoroughly record call log notations in the 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
• Ensure regular attendance and punctuality
• Perform other duties as assigned

Customer Service Representative Requirements

• Strong written and verbal communication skills
• Proficiency in MS Office
• Excellent time management skills
• Attention to detail and problem-solving skills

Education/Experience Required

• 1+ year of customer services experience
• High School Diploma/ GED required

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Title: HCV Specialist

Location: Remote or on-site in Chicago, IL
Status: Full-Time/Non-Exempt

The Objective of the Position

As the HCV Specialist, your primary objective would be to provide complex customer service/relations as well as process various transactions and functions related to the HCV rental assistance programs. As an HCV Housing Specialist, your tasks would include determining and documenting applicant and/or participant eligibility, income, rent and contractual relationships with owners in support of the Housing Choice Voucher (HCV) operations using written administrative policies and procedures. As an HCV Housing Specialist, you will be responsible for accurate and complete files/transactions, resolution of customer services cases and responsiveness to participant and landlord inquiries.

HCV Specialist Responsibilities

• Educate participants on program requirements and family obligations.
• Conduct participant briefings as needed.
• Conduct eligibility and intake activities for program applicants & participants.
• Conduct annual/interim recertifications within required time frames.
• Process and monitor participant moves to a new dwelling, including portability.
• Determine housing assistance payment and tenant rent calculation.
• Prepare/Execute Housing Assistance Payment (HAP) Contracts.
• Resolve concerns between owners, tenants and the Public Housing Authority (PHA).
• Process all transactions within the PHA’s required business systems and procedures.
• Maintain accurate and complete applicant/participant files.
• Respond to and resolve any quality control findings associated with work completed.
• Provide excellent customer service to participants, landlords, co-workers, clients and vendors.
• Conduct all job functions in alignment with the PHA’s Administrative Plan, HUD regulations and other state and local requirements.
• Always demonstrates professionalism in both your appearance and workspace.
• Interacts with teams and clients in a professional manner.
• Ensure regular attendance and punctuality.
• Perform other duties as assigned in a Hybrid role.

HCV Specialist Requirements 

• Possesses the ability to interpret laws, rules and regulations.
• Able to execute tasks and assignments while maintaining adherence to deadlines.
• Able to solve problems independently.
• Ability to use computers and other forms of technology to gather data, communicate and report to other individuals and agencies.
• Intermediate to Advanced skills in Microsoft Applications, including but not limited to Excel, Word, Outlook and SharePoint.
• High Attention to Detail.
• Ability to communicate professionally, verbal and written.
• Intermediate to Advanced problem-solving skills.
• Ability to quickly learn new programs and applications.
• Ability to quickly adapt to new conditions depending on the need of client.
• Ability to perform tasks in office as required.

Education/Experience Required 

• Housing Choice Voucher (HCV) Program Certified Housing Specialist.
• 5+ years Housing Choice Voucher (HCV)/Public Housing/Property Management experience, preferred.

Key Measurable Performance Indicators

• To be determined

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