HUD Customer Service Representative

Job Title: HUD Customer Service Representative

Industry: Property Management

Location (city, state): New York, NY

Assignment Type: Contract-to-hire

Pay: $20.00–$24.00 per hour

Work Schedule: Monday–Friday, 8:30 AM–5:00 PM; 1-hour lunch. This is a fully onsite position 5 days/week.

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

A well-established residential property management organization is seeking a customer service representative to join its team. The organization manages affordable housing communities and is committed to providing residents and applicants with a professional, supportive experience while maintaining compliance with applicable housing program requirements.

Job Description:

You will support the application and eligibility process for affordable housing residents and applicants. This role will review applications, conduct phone screenings, verify income and asset documentation, maintain waiting lists, and determine whether applicants meet applicable program requirements.

This is a great opportunity for someone with experience in affordable housing, HUD, Section 8, tax credit housing, property management, or a related administrative/customer service environment. The ideal candidate is comfortable working with sensitive financial information and can explain documentation and eligibility requirements clearly and respectfully.

Key Responsibilities:

• Review and screen affordable housing applications.
• Conduct phone interviews with applicants.
• Collect, review, and verify income and asset documentation.
• Review information such as pay stubs, retirement accounts, property ownership, and other applicable sources of income and assets.
• Determine applicant eligibility based on established affordable housing guidelines.
• Maintain, update, and manage property waiting lists.
• Follow applicable HUD, Section 8, HPD, tax credit, and affordable housing program requirements.
• Follow up with applicants regarding missing or additional documentation.
• Clearly and tactfully explain eligibility requirements and application decisions.
• Maintain accurate applicant files and tracking spreadsheets.
• Assist with audits, reporting, and special projects.
• Manage multiple applications and follow-ups while meeting established productivity expectations.
• Process approximately 10–15 applicant files per week.

Qualifications:

• High school diploma or GED required;
  Associate's or Bachelor's degree preferred.
• 3+ years of experience in affordable housing, property management, housing administration, customer service, or related administrative work.
• Experience with HUD, Section 8, LIHTC/tax credit, or other affordable housing programs strongly preferred.
• Experience reviewing income, assets, financial documentation, or applicant eligibility is highly preferred.
• Proficiency with Microsoft Word and Excel.
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to handle confidential and sensitive financial information professionally.
• Ability to prioritize multiple tasks and meet deadlines.
• Comfortable learning new technology and internal systems in a fast-paced environment.

Additional Details:

• Comprehensive training and onboarding will be provided.
• The role involves frequent communication with applicants and residents regarding sensitive financial documentation.
• Candidates should be comfortable requesting documentation such as income verification, retirement account information, proof of property ownership, and other financial records.
• The ideal candidate will balance compliance and accuracy with a warm, patient, and service-oriented approach.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.