Title: Income Review Clerk Reports To: Tenant Services Manager

BU Band: Band 4

Department: Property Management

Direct Supervision: None

Summary

Under the supervision of the Tenant Services Manager the Income Review Clerk is responsible for a wide variety of duties including requesting and processing documents to complete tenant Income Reviews with accuracy and timeliness. The Income Review Clerk provides backup clerical support and coverage, as required, in assigned District(s).

The Income Review Clerk presents a positive and professional image of the organization to all tenants, agencies, stakeholder contacts, and other contacts.

Strong interpersonal and communication skills are required, as well as the ability to work independently or within a team.

Core Competencies

Customer Service Focus
Communication
Mathematic Skills
Teamwork
Dependability
Confidentiality
Tact and Diplomacy
Accountability and Dependability
Ethics and Integrity
Patience and Compassion

Duties and Responsibilities

Compile, send out, and track the receipt of all Income Review packages for the designated portfolios.
Follow up to ensure all required information/documentation is received.
Complete verification of the household’s ongoing eligibility for Rent Geared-to-Income (RGI) at the Annual Income Review.
Calculate the RGI rent amount, misrepresentation of income charges, and/or retro rent charges in accordance with the Housing Services Act and other relevant regulations, as well as CHC policies and procedures.
Track completed and incomplete income review packages and issue correspondence or notices as required.
Input data into the Yardi program and complete the Yardi rent calculation/certification following established work procedures.
Conduct follow-up procedures with tenants, banking institutions, and employers, where required.
Upon approval from the Manager, prepare correspondence and apply/set up charges on the tenant ledger.
Make adjustment to the tenant ledger as an outcome of an Internal Review decision.
Report to the Manager the discovery of certain facts when completing Income Reviews (i.e. Change of income, change in family status, Rent Supplement rents have reached market rates, etc.).
Answer inquiries regarding rental calculations.
Maintain Market Rent statistics for the Manager at assigned sites.
Review Tenant Data Ledger for credits on accounts by checking related files and reports, examining for trend, and following up to resolve as appropriate.
Assist in creating a standardized process for income reviews, including standard Income Review forms and letters, processes and information sheets, and data input expectations, as required.
Assist with the testing and transition process for relevant Yardi and Property Management programs, as required.
Work collaboratively with the Income Review Appeal Committee on the assessment and resolution of unique and/or complex Income Review cases.
As delegated by CHC management, assist with developing communication and training plans for Legislative changes and/or direction from the Service Manager/Province as it relates to the RGI calculation process.
Perform clerical support duties in a collaborative manner within assigned District(s), as appropriate and as directed.
Provide backup coverage for Property Clerks within assigned District(s).
Other duties as assigned.

Minimum Requirements

High School Diploma or General Equivalency Diploma (GED)
Previous general office and customer service work experience including handling confidential or sensitive information and knowledge of applicable data privacy laws is beneficial.
Proven ability to prioritize work effectively, exercise tact and diplomacy, and use discretion when dealing with confidential information.
A customer service focused individual with strong knowledge and experience in general office procedures.
Excellent verbal and written communication skills to interact with tenants, agencies and co-workers
General mathematical skills.
Knowledge of Microsoft Office products with emphasis on Word, Excel; experience in Yardi systems considered an asset.
Strong keyboarding skills with the ability to compile reports and work with spreadsheets.
Having skills to multitask, meet deadlines, and prioritize tasks with minimal supervision.
Have knowledge of various income sources, community agencies and have the ability to review and apply legislation.
Proven ability to communicate effectively by phone, in person, and in writing to assist customers and resolve inquiries.
Previous work experience in handling confidential or sensitive information; knowledge of applicable data privacy laws is beneficial.
Possession of a valid Ontario Driver’s License class “G”, current valid insurance, and the use of a personal vehicle for work purposes is required.

Working Conditions

Office Setting
Manual dexterity required to use desktop computer and peripherals.

Windsor Essex Community Housing Corporation

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Income Review Clerk