Tenant Experience Coordinator

5 months ago

Ottawa, Canada Ottawa Community Housing Full time

**What we seek**:
OCHC is currently seeking a passionate Tenant Experience Coordinator to provide a range of services including conducting affordability assessments, timely rentals of vacancies, maintenance and more. Under the guidance of the Manager of Tenant Experience, the Tenant Experience Coordinator will collaborate with other team members to ensure service excellence to OCHC tenants. Additionally, the Tenant Experience Coordinator will be responsible for collection processes for tenant debts and will play a lead role in representing OCHC before the Landlord and Tenant Board (LTB) on rent arrears matters.

**What we offer**:
Being an employee of OCHC you will have the chance to **make a positive impact where it matters** and help **your** community in more than one way On top of that, you will have access to a **comprehensive and competitive compensation & benefits package, flexible work options, professional development, health & wellness programs and more**

**Tenant Experience Coordinator**:

- Reporting to the Manager, Tenant Experience, the Tenant Experience Coordinator works in collaboration with other team members of the Affordable Housing Centre to ensure service excellence to Affordable Housing tenants. This position will work with the ARRiV properties.
- The Tenant Experience Coordinator is responsible for providing a range of services including conducting affordability assessments and eligibility of applicants at time of intake, timely rentals of vacancies; maintenance, tenancy and rent administrative functions, including front desk. Also, completes required activities for new and vacating tenants, the annual income and rent review processes, parking, transfer requests, and the updating and maintenance of all records.
- The Tenant Experience Coordinator is responsible for collection processes for tenant debts, including the proactive resolution of all tenant debt matters, and for developing a shared understanding of related tenant obligations, available supports and specific circumstances surrounding a tenant’s debt. The Coordinator plays a lead role in representing OCH before the Landlord and Tenant Board (LTB) on rent arrears matters.

Providing quality and affordable solutions for our tenants is a key objective of our organization. As the Tenant Experience Coordinator, **you will be a major part** **of our organization** as we try and bring this objective into reality. By using your expertise and knowledge, you will bring many positive changes into the lives of our tenants and communities.

**As a Tenant Experience Coordinator, some of the things you will do include**:

- Receive maintenance requests and schedule work orders (maintenance, inspections, snow removal, etc.)
- Contact contractors and place orders for maintenance materials
- Verify purchases and receipt of goods and services
- Document and process tenant charge backs
- Be the first point of contact and provide front office reception services
- Receive and respond to inquiries from tenants, contractors, staff, and the public
- Receive and process rent payments
- Administer tenant parking and key fobs
- Receive and process notices of termination from tenants
- Support with maintaining, updating, and archiving tenant files
- Lead the annual income review process
- Review and prepare documentation and attend hearings for Internal Reviews related to rent administration
- Carry out viewings of available units
- Make offers of accommodation to applicants and tenants
- Complete affordability assessments and verify eligibility for housing
- Complete all required activities for new tenancies
- Coordinate, monitor and maintain collection processes related to rent and other tenant debts and charges
- Proactively develop and implement plans to resolve debt matters
- Maintain accurate records of payments and fees on tenant accounts
- Meet with tenants to assist them in meeting their rent payments
- Coordinate evictions with the Sheriff’s Office

**As a Tenant Experience Coordinator, you can look forward to**:

- A hybrid, fast-paced environment filled with exciting challenges to overcome
- A learning environment to help you expand and enhance both your technical and soft skills
- Using your problem solving and communication skills to bring a positive change into communities

**What you bring**:
**Education & Experience**:

- Completion of a College diploma in a relevant field
- A minimum of four (4) years’ experience working with the public providing customer service, preferably in a multi-residential rental housing context, or working with vulnerable populations
- Experience working with diverse populations with different needs, abilities and social, economic and cultural backgrounds
- Experience working as a member of a team
- Experience in sales and/or marketing is an asset
- Experience with collections is preferred
- Experience with administrative tribunals and working with legal processes is an asset
- Successful completion of

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