Compliance Representative at Detroit Land Bank Authority – Detroit, Michigan

The Compliance Representative (CR) is responsible for enforcing sales and court-ordered agreements (for renovation or demolition) signed by individuals and organizations purchasing property from the Detroit Land Bank Authority (DLBA). CRs provide support during the rehabilitation period for applicable programs. These programs include but are not limited to homes purchased through the Auction and Own-It-Now programs. It also includes homes the DLBA has initiated legal action against through its Nuisance Abatement Program (NAP). PRCRs monitor, advise, and coach property owners (POs) from closing through completion, and track progress via the DLBA’s Salesforce database.

The CR is responsible for assisting property owners daily via telephone, email, in person, or web by providing the requested information or resources they need to either resolve or escalate the concern to the Compliance Team Lead for rapid resolution.

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.
• Assist with any other duties necessary or 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.
• Must be mission-driven individual with high personal integrity and a commitment to public servicing City of Detroit residents.
• Ability to work non-traditional 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 multi-task
• 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