Portfolio Administrator

Title Portfolio Administrator Reports To Manager, Inspections Services (Landlord Services) Salary Grade M Salary Range $51,000-$63,800 Department Housing Choice Voucher Program Position Summary The Portfolio Administrator is responsible for cultivating and maintaining strong business relationships with Property Owners / Landlords that provide quality housing opportunities to Housing Choice Participants and new applicants. Working in partnership with Housing Services Administrators and other HCVP associates, the Portfolio Administrator supports the addition of available units and landlords to the Housing Choice Voucher Program and ensures program compliance. Essential Duties and Responsibilities Manages assigned caseload of property owners/landlords and serves as primary point of contact for AH’s relationship with single/multi-family property owners, private developers, apartment finders, real estate agents and property management companies resulting in the provision of quality housing opportunities to Housing Choice Participants. Maintains productive professional relationships with internal and external business partners at all times. Maintains effective and open lines of communication with property owners, landlords, and property management staff and is fully engaged in the relationship management of assigned caseload to support the strategic case management and oversight of an assigned portfolio. Acknowledges and responds to all communications with Landlords including but not limited to phone calls, correspondence, emails, internet, Owner Portal submissions, weekly briefings and walk‑ins; responds to all inquiries according to the agreed upon Service Level Agreement (SLA). Responsible for timely and accurate follow‑up to complete tasks; opens, reviews and acts upon all electronic and paper correspondence within established timelines; assures that all correspondence issued is correct and accurate. Processes and reviews all landlord related paperwork and submissions within established cycle times and by following HCVP policies and departmental procedures for numerous processes including but not limited to determining the landlord’s initial eligibility for the Housing Choice Voucher Program (HCVP) via the new Property Owner Application (POA), changes of ownership, requests for tenancy approval, housing assistance payments contracting, rent increase requests and utility changes, contract renewals, landlord information changes, property protection claims, and landlord related complaints/concerns. Negotiates contract rent with landlords for new move‑ins and upon contract renewal. Assists in bringing new multi-family properties onto the program by ensuring rent schedules are in place for the community; works with inspector to ensure property assessment inspection meets inspection standards before allowing new lease ups. In collaboration with the Housing Services Administrator (Single Family/Multi-family) and Compliance Analyst, investigates complaints related to participants and property owners; researches complaints and provides recommendations for appropriate action; submits violations on behalf of landlords to compliance; communicates decision to property owners/landlords as appropriate. Collaborates with other areas/teams as appropriate to resolve any escalated issues and continually to enhance cross-departmental policies and procedures to ensure the best possible service to Owners and Landlords. Assists with the implementation of streamlined landlord processes and marketing related activities. Participates in the development of Landlord Advisory Group and attends and participates in meetings as scheduled or required. Assists in the planning, development and delivery of educational opportunities for landlords (e.g., Landlord Town Halls/Symposiums, briefings, advisory meetings, and ongoing educational forums). Provides regular feedback to management regarding Landlord performance and any deficiencies. Also performs periodic checks to determine ongoing landlord compliance. Assists with the implementation of marketing strategies that effectively identify and recruit new housing units in quality neighborhoods onto the Housing Choice Voucher Program. Must excel in customer service delivery and relationship building. Must possess strong decision making skills and use sound judgment at all times when interacting with customers to effectively manage relationships and expectations. Embraces the use of current technology and internal reporting to monitor daily workload and meet or exceed all process related cycle times. Effectively communicates company vision, mission, policies and procedures to clients. Interacts with employees from various areas in a professional manner and delivers complete and accurate information. Performs other special projects and ad hoc reporting as assigned. May be required to perform all other related duties as assigned. Education and Experience Bachelor’s degree in Business, Marketing or a related field with three (3) or more years related experience or equivalent combination of education and/or experience required. Minimum 3 years property management, real estate, contracting, or customer service experience. Demonstrated proficiency in the use of current office technology and software application(s) on a regular basis. Knowledge and Skill Requirements Must demonstrate excellent verbal and written communication skills, in addition to possessing strong interpersonal skills and ability to interface effectively with all levels of company employees and private sector business partners. Ability to produce external and internal written communications without direct supervision. Must demonstrate superb organizational and administrative skills. Creative problem solver that utilizes research skills to resolve issues. Excellent customer service skills. Excellent negotiation skills. Highly proficient use of Microsoft Office products. Familiarity with Yardi Voyager is a plus. Possesses in-depth knowledge of all aspects of Housing Choice Operations in order to effectively communicate departmental policies or procedures to existing and potential landlords. Must have knowledge related to property owner documents and business entities such as deeds, settlement statements, mortgage statements, business licenses, operating agreements, property management agreements, W‑9 forms, etc. Must be able to function in an environment of multiple and possibly shifting priorities. May act as a lead on various projects/assignments but will have no direct supervisory responsibility. Accuracy and attention to detail is required in performing all functions of this position. Must demonstrate good judgment, tact and diplomacy in dealing with internal and external customers. Ability to independently manage multiple projects and tasks (large or small) and develop/refine business processes. Personal initiative and drive is extremely valuable. Strong individual contributor with strong technical knowledge and collaborative skills. Proficient at analytical research and the utilization of that research to solve complex problems. Working Conditions Generally works in office environment. Must be able to sit and stand for long periods of time. Must be able to work in a deadline‑focused and fast‑paced environment. May be required to have valid State of Georgia driver’s license and be fully insurable for the purpose of obtaining clearance on company “Authorized Driver’s List.” Occasional overtime as required to meet workload demands. #J-18808-Ljbffr