Customer Assistance Associate Jobs in Nottingham, MD

The Opportunity

The Baltimore Regional Housing Partnership (BRHP), which operates the Baltimore Housing Mobility Program, is a 501(c)(3) that assists over 4,000 qualified families in moving from areas of concentrated poverty and obtaining quality and affordable housing in communities with strong schools, low crime, and ample job opportunities in high opportunity areas within Baltimore City and Anne Arundel, Baltimore, Carroll, Harford, and Howard Counties.

BRHP seeks a Housing Mobility Rental Assistance Associate who cares about providing the best service to low-income families and whose duties include determining and documenting applicant or participant eligibility, income, and rent for the BRHP Housing Choice Voucher (HCV) program in accordance with the Program’s administrative policies and procedures. Conducting all job functions according to BRHP’s Administrative Plan, US Housing and Urban Development regulations and other state and local requirements, the position requires full accountability for assigned cases including maintaining accurate and complete files, resolving issues, and responsiveness to all inquiries.

Essential Duties and Responsibilities

The below statements are intended to describe the general nature and scope of work for the Housing Mobility Rental Assistance Associate position. This is not a complete listing of all responsibilities, duties, or skills required.

• Manage an assigned caseload of HCV participants through maintaining accurate and complete applicant and participant files

• Process all transactions within a database for re-certifications, rent increases, interim changes, denials and/or terminations within the required time frames

• Conduct participant voucher briefings

• Determine program eligibility, issue vouchers, calculate tenant rent and housing assistance payments

• Process and approve requests for tenancy

• Educate participants on program requirements and family obligations

• Provide excellent customer care and the ability to act as a representative of BRHP to the public

• Meet with clients as walk-in or mediation

• Obtain certification in Housing Choice Voucher Specialist with a score of 85% or higher within 120 days of employment

• Perform other duties as assigned

General Requirements

• Honesty and integrity

• Professional behavior and respect for colleagues, clients and external partners

• Collaborative, supportive approach to work, open-minded to learning new process with an ability to manage change

• Track record of reliable attendance and punctuality

• Strong work ethic

• Ability to work in a fast-paced, team environment

• Ability to handle and prioritize multiple projects, deadlines, and excellent time management

• Experience working with a diverse population

• Business casual dress

Housing Mobility Rental Assistance Associate Required Knowledge & Skills

• Ability to gain thorough knowledge of BRHP’s policies and procedures

• Excellent written and oral communication skills

• Exceptional customer care skills

• Strong analytical and math abilities

• Careful attention to detail

Qualifications

Associate degree from a regionally accredited institution in Social Policy, Public Administration, Social Sciences or a closely related field & 4 years of work experience in the related field

OR

Bachelor’s degree from a regionally accredited institution in Social Policy, Public Administration, Social Sciences or a closely related field & 2years of work experience in the related field

OR

5-8 years of experience working with the public in a housing program, social service program, or related field

Preferred Qualifications

• Prior experience working with a Housing Choice Voucher program or other affordable housing program

• Housing Choice Voucher program certification

• Knowledge of Yardi software

•Turns metrics into insight and knows what is working and why

•Reads the business and moves before being asked

•Clear, affirmative messaging across every channel

•Builds trust across departments and with leadership

•Fresh ideas and a sharp eye for what makes work stand out

•Brings urgency and follows through under tight timelines

•Precise and detail-obsessed, accountable for quality

•A credible, polished presence with employees and leadership

•Self-directed, turning ambiguity into finished work

How to Apply

• Submit a cover letter and resume tailored to the Housing Mobility Rental Assistance Associate opportunity.

• For more information about the organization, visit www.brhp.org

• Job Type: Full-time, Non-Exempt Hours: Monday-Friday 8:30am-5pm

• Salary: $58,000-$60,000 Annually

Additional Details

• This position includes competitive pay, flexible time off, a benefits package (medical, dental, vision, STD, LTD, life insurance and Flexible Spending plans) and a meaningful 403B contribution match

• Candidates may be eligible for bonuses throughout the year

• Applications and resumes are reviewed on a rolling basis

• The estimated time to complete the recruitment process can be up to four weeks

• As in-person work is required for the first 8-12 weeks of employment (timeframes may vary)

• BRHP is an equal-opportunity employer committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.