Customer Service Executive

• Implement organization-wide goals and cross-department projects and objectives;
  
• Maintain both a department and an organization-wide perspective when considering information, issues and challenges;
  
• Conduct business through cross-department participation and review, two-way communication and accountability.
  

• Identify, assess, track and recommend key performance measures and metrics that will serve to evaluate the operational health of each THA property and propose work out strategies to improve performance; track maintenance issues at a high level to ensure they are resolved in a timely and cost-effective manner; review and approve marketing plans, rental rates, and leasing incentives; and recommend corrective action as required;
  
• Develop Asset Management plans for units under development; partner with HCI departments to determine proposed unit population and occupancy projections, level of staffing, space planning, market conditions, financing obligations and other criteria which influence asset management program;
  
• Conduct periodic site inspections, review property curb appeal, and establish a standard of quality for rent- ready units.
  
• With the Director of Real Estate, manage exits of investors from Tax Credit Partnerships
  

• Oversee property management operations to ensure optimum performance; evaluate property management and service provider performance and recommend corrective action as required; compile data and present reports.
  
• Monitor occupancy levels in HCIs housing assets and comparable units to ensure a continued awareness of market trends/ help property managers and managing agents in identifying and resolving occupancy issues; maintenance issues to ensure they are resolved in a timely and cost- effective manner;
  
• Review monthly reports and financial statements for each property; analyze performance against annual operating budget; ensure variances are researched to determine reasons for discrepancies; recommend and initiate operational changes to meet performance projections;
  
• Prepare, negotiate and monitor commercial leases with service providers, retail tenants and managing agents; ensure compliance with HCI contractual obligations.
  

• Develop and maintain reporting mechanisms for staff and external management companies to monitor and report on the operational and financial performance of housing assets.
  
• Compile and present a variety of reports including market trends, unit comparability, feasibility studies, annual operating budgets and related reports. Develop and distribute periodic asset management reports to investors, senior staff, the Executive Director, the Board of Commissioners, and outside partners;
  
• Receive and review reports regarding maintenance and capital improvement projects;
  
• Analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals;
  

• Ensure that HCI and its staff comply with the detailed regulations, rules, policies and procedures that govern HCIs administration of its housing programs and properties;
  
• Oversee monitoring of staff management of client files and HCIs compliance with HUD, HFA, HCR, HPD, HDC or other governmental reporting systems;
  
• Conduct research and interpret all program documents and government regulations to ensure compliance for any property management or housing operation requirements to include all federal, state, and local laws;
  
• Act as the intermediary between executive, senior, and middle-management leaders to develop and recommend policies and procedures to ensure that HCI reinforces restrictions, and improves and upholds the integrity of all programs;
  
• Assess areas of compliance risk for the agency and collaborate with staff to effectively incorporate compliance functions throughout the agencys business operations;
  
• Maintain expertise in applicable LIHTC, HUD, State and City rules and regulations, HCR administrative processes and procedures, and all program documents and relevant federal, state, and local laws.
  

• Supervise and guide staff using management practices that develop and retain highly competent
  and highly performing employees;
• Direct, coordinate and review the work plans for assigned staff; assign work activities and projects; monitor work flow; review and evaluate work performance; methods and procedures and meet with staff to identify and resolve problems;
  
• Comply with agency performance evaluation policy and conduct evaluations regularly and on time;
  
• Build and maintain effective relations with a workforce that includes both union and non-union staff.
  
• Present a professional image as a representative of HCI;
  
• Maintain a high degree of confidentiality relative to work performed.
  

• Present a professional image as a representative of HCI;
  
• Maintain a high degree of confidentiality relative to work performed;
  
• Fulfill all duties and responsibilities with a high level of integrity, honesty and adherence to agency policies and rules;
  
• Establish and maintain effective professional working relationships with co-workers, management, partner agencies and the community.
  

Requirements

• AA/AS degree required; masters degree preferred; Finance, Liberal Arts, Real Estate or related field;
  
• Five to seven years residential real estate analysis/asset management experience with an emphasis in Low Income and Affordable Housing; experience in property management, leasing, and operations desirable;
  
• Experience with financial principles and practices;
  
• Experience with compliance requirements for programs and business operations;
  
• Experience using Yardi Voyager preferred;
  
• Two+ years of supervisory responsibility.
  

• Exceptional knowledge of real estate finance and financing strategies;
  
• Knowledge of policies and procedures of residential property and asset management;
  
• Comprehensive knowledge and understanding of housing authority organizational operations, knowledge and familiarity of various financing strategies including, Public Housing Operating funds, tax credits, tax-exempt bonds, HOME funds and other funding sources available to the affordable housing market;