CDBG-DR Complaints Coordinator

Position Summary:

The objective of the Complaints Coordinator is to review and manage the resolution of high complexity cases from the assigned caseload of disaster recovery clients. The Complaints Coordinator will be responsible for investigating and providing resolution for complaints and reconsideration requests submitted by Program applicants, following Program Guidelines and applicable federal and state laws and regulations.

Duties/Responsibilities:

Responsible for working effectively across the program to effectively track and resolve all complaints and reconsideration requests received by the program. Duties may include, but are not limited:

• Work within the established guidelines and procedures to resolve assigned cases
• Maintain compliance with regulatory timelines and notification requirements for case resolution
• Investigate the history and details of a case
• Communicate both written and orally to disaster recovery clients, program staff, and agency representatives to complete all necessary follow-up
• Track and maintain reports on complaints/reconsideration requests and dispute resolution
• Maintain clear documentation and notes of activities
• Train staff on complaints/reconsideration request policies and procedures

Required Qualifications:

• Attorney admitted to the Puerto Rico Bar, in good standing with the Supreme Court of Puerto Rico
• Fully Bilingual, written and spoken (English and Spanish)
• At least 3 years of experience working in a customer relations position

Desired Qualifications and Experience:

• Experience with Administrative Procedure
• Experience with federally funded programs a plus

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location:

• One location

Work Remotely:

• No

Work Location: One location