Moves Coordinator- Chicago

CVR is seeking a HCV Moves Coordinator.  The primary role of this position is to perform scheduling and clerical support within Operations Department. Assist Housing Specialist/ Supervisor/ Program Manager/ Performance Manager with all administrative functions under the Housing Choice Voucher Program and managed by the Local Administrator.

ESSENTIAL DUTIES:

• Support overall Housing Choice Voucher Program Operations Team.
• Process HAP Contracts for all initial units when required.
• Process 3rd part verifications when required.
• Prepare file for Housing Specialist processing.
• Filing as defined by Program Manager and Performance Manager.
• Scan, and index paper files.
• Act as a liaison as it relates to scheduled/missed appointments (recertifications/ intake/moves/interims).
• Provide general program information to the public.
• Provide administrative support within the department.
• Monitor and record keeping on all off-site file storage system.
• Prepare reports and logs reflecting appointments scheduled/recertification log/ verification logs/SharePoint logs.
• Manage recertification/intake scheduling and tracking procedure.
• Maintain all required records and prepare all required reports utilizing/ accessing same records.
• Provide coverage to front desk receptionists.

CVR is seeking a Moves Coordinator to assist low-income families and individuals, which may include homeless, elderly or disabled to navigate the process for securing affordable housing and improved living conditions with the goal of an improved quality of life and self-sufficiency. The Moves Coordinator provides the most efficient path for customers, including landlords/owners between entry to the office, and operating client service systems. This individual will be responsible for assisting clients with accessing the client service kiosk, gather information answer inquiries and assess next steps in the HCV process. he Moves Coordinator shall demonstrate exceptional customer service and communication skills. The position is critical to building and sustaining a positive service experience for the organization's clients and as such, it is support by all levels of company management to attain top level customer service performance goals.

Essential Duties

1. Responsible for determining a walk-in customer's specific service needs upon entry to the office and routing the customer appropriately and efficiently
2. Interactions with customers must be amicable, transparent, a non-confrontational
3. Accurately expedites customer inquires and requests to Tenant Services staff via CVR SharePoint
4. Accurately provides detailed information to voucher holders and landlords/owners regarding information necessary for the recertification, interims and moves process and inspections
5. Address landlord/tenant issues and takes the necessary steps for resolution
6. Accurately submit requests for change in family composition, change in income, reasonable accommodation, and requests to move from one unit to another unit.
7. Document all comments into internal systems (i.e., Yardi and SharePoint systems)
8. Receive drop-off documents, prints receipts; notates Yardi Memos and upload to SharePoint Doc. Tracker
9. Assign record for walk-in specialist via SharePoint
10. Provides assistance and guidance upon request to Participants and Owners on the web portals, websites and other computer programs that provide direct service to Housing Choice Voucher clients

Knowledge Skills and Abilities

1. Additional responsibilities include explaining, interpreting, and applying HUD and Agency policies, procedures, and regulations in accordance with applicable federal, state, and local laws and regulations.
2. Always demonstrate a high level of professionalism and superior customer service skills Answer phone and emails speak to prospective owners about the HCV program.
3. Answer phone and email inquiries from participants, owners, applicants and the general public.
4. Ability to effectively perform with constant interruption.
5. Ability to effectively write letters, maintain documentation, and accurately complete required forms.
6. Navigate all processing functions in Agency HCV data base system and operate necessary office equipment, computers and peripherals
7. Computer knowledge and proficiency in all areas of Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook, etc.) and any other auxiliary software in order to create and manipulate documents and manage individual productivity output.
8. Must have ability to safeguard confidential and sensitive information. Exercise sound and ethical judgment when acting on behalf of CVR.
9. Demonstrates Inclusiveness - Fosters respect for all individuals and points of view. Shows a personal commitment to create a hospitable and welcoming environment for all Demonstrates adaptability -
10. Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and Must have the necessary customer services skills, patience, tolerance, diplomacy, and verbal skills to answer vast array of questions about varying aspects of the program and/or the participants' status on the program
11. Utilize customer service skills to de-escalate irate clients and escalate to appropriate supervisor or leadership members when necessary
12. Directs non-program related questions to the appropriate department and/or party
13. Ability to effectively communicate both oral and written form
14. Ability to adapt to continued change in policy, protocol, and procedures.
15. Ability to enter data thoroughly and effectively into the company's interna system(s) that accurately reflects questions/issues raised by the clients to the HCV Program, the information given and the status/resolution of the issue at hand
16. Working knowledge of Microsoft Office applications including, Outlook, Word, and Excel
17. Other duties as assigned Additional responsibilities include explaining, interpreting, and applying HUD and Agency policies, procedures, and regulations in accordance with applicable federal, state, and local laws and regulations.

Qualifications/Experience:

1. High school diploma or GED required. An Associate's Degree or 1-2 years of college business
2. Must possess 3-5 years of client service experience.
3. Experience working in a high-volume call and production environment with high performance guidelines and stringent deadline
4. Must have experience in utilizing client information databases (i.e. Yardi, Salesforce, SharePoint, electronic document management systems etc.)
5. Knowledge of public sector housing authority programs and systems is a plus. One (1) year of experience working with the public in a Housing Choice Voucher Program, low- income housing or similar field.
6. Bi-lingual is a plus.
7. Experience working with diverse clientele.

CVR is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.