Compliance Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Services property owners via telephone, email, in person, or web interactions.
• Process customer inquiry by gathering required information to provide an appropriate solution and providing follow up if required to ensure resolution.
• Input customer inquiry and required detailed information into Salesforce.
• Answer property owner’s concerns by clarifying property owner’s needs; researching, locating, and providing answers to inquiries, and fulfilling requests.
• Attend property owner community outreach events.
• Escalate property owner concerns to Compliance management when situation arises that requires management intervention.
• Demonstrate customer service excellence standards with every customer interaction.
• Monitor property owners to ensure they are making progress on their renovation.
• Draft and send warning and extension letters to owners.
• Review updates (photos, documents, permits, etc.) received from POs.
• Track statuses of properties utilizing a customized Salesforce report.
• Order investigator photos and conduct site visits as needed and appropriate.
• Collaborate regularly with NAP attorneys to discuss how to move properties forward.
• Collaborate regularly with Compliance Team Lead on problematic and difficult properties.
• Recommend properties for court action and potential reconveyance.
• Recommend properties for closing (Compliance Achieved).
• Advise POs of City’s permitting and inspection process via BSEED and the DHDC.
• Refer POs to financial programs, discounted products, contractor lists, & other resources.
• Inform POs about resources and proper remediation for hazardous materials at property.
• Be responsive to internal and external inquiries about properties.
• Assist Customer Service team as needed with phone, email, web, and lobby customer interactions.
• Complete special projects as assigned.

QUALIFICATIONS (Knowledge, Experience, Skills, And Abilities)

• High School Diploma or equivalent education level.
• Minimum of three (3) years’ experience in high volume customer service call center.
• Effective at building positive relationships with customers, staff, peers, management, and key stakeholders.
• Mission-driven individual with high personal integrity and a commitment to public servicing.
• City of Detroit residents.
• Ability to work nontraditional hours as needed to represent DLBA at community events (some night and weekends may be required).
• Organizational skills and attention to detail.
• Excellent time management skills and ability to multitask.
• Strong interpersonal and verbal communication skills.
• Ability to work effectively both independently and as part of a team.
• Ability to learn databases, reporting features, and other technological tools.
• Proficient using Microsoft Office Suite (Word, Excel, and Outlook) and Salesforce.