Senior Customer Care Specialist - Affordable Housing

November 12

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AppFolio

WebsiteLinkedInAll Job Openings

technology • property management • software-as-a-service • investment management • community association management

1001 - 5000 employees

Founded 2006

🏠 Real Estate

☁️ SaaS

🤝 B2B

💰 Venture Round on 2013-11

Description

• Understand the AppFolio Property Manager product, with a focus on Affordable Housing features, through our onboarding program and continued learning. • HUD subject matter expert in HAP vouchers, TRACS submissions, error code troubleshooting, and certification management (HUD 50059s). • LIHTC subject matter expert in state reporting, Tenant Income Certifications, and compliance portals. • Assist customers through the onboarding process for HUD and LIHTC properties ensuring accurate setup for success. • Offer guidance on compliance best practices, certification management, and subsidy management. • Develop a long-term strategy for the future of affordable housing customer support at AppFolio. • Identify and clarify issues while working collaboratively with Client Services and customers to achieve prompt resolution. • Develop and/or collaborate on projects to optimize the product and eliminate process inefficiencies. • Contribute recommendations to the development of new features, compliance training, and onboarding assistance. • Lead efforts to align AppFolio’s offerings with regulatory requirements and industry best practices. • Partner with the Client Services team and customers by telephone, email, Zoom, and chat to manage customer relationships and to ensure successful execution of requests. • Work closely with the Client Services org and Affordable Housing Product Development team to provide insight and guidance on all aspects of the AppFolio Property Manager product related to affordable housing. • Collaborate with federal and state regulatory agencies when necessary to resolve issues in a timely manner.

Requirements

• Must have BA/BS degree or equivalent work experience required • 3+ years of professional work experience • Exceptional customer focus, relationship-building skills, and a “do whatever it takes” attitude • Extensive experience in affordable housing compliance, including HUD and LIHTC program knowledge • Certified Occupancy Specialist (COS), Blended Occupancy Specialist (BOS), and/or Housing Credit Certified Professional (HCCP) • High degree of flexibility, effective time management, and adaptability to change • Strong curiosity and desire to learn while working swiftly and independently with minimal supervision • Strong teamwork approach and mentality; skilled in working cross-functionally • Analytical problem-solving skills and strong computer competency • Ability to manage multiple projects and assignments, prioritize, meet tight deadlines, and display initiative and innovation • Outstanding interpersonal and consultative skills • Demonstrated ability to work in and manage ambiguity

Benefits

• Paid Time Off (PTO) • Medical, dental, and vision benefits • Long-term and short-term disability insurance • 401(k) • Wellness benefits