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San Juan, Puerto Rico
JOB #R1803219

Complaints Coordinator - Disaster Recovery CDBG-DR Puerto Rico

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

Complaints Coordinator - Disaster Recovery CDBG-DR Puerto Rico

Solving the world’s most complex challenges. At ICF we make BIG things happen. Let’s work together to help Hurricane victims and communities recover and re-build for future resilience.

ICF is seeking a Disaster Recovery Complaints Coordinator who will support government agencies in Puerto Rico in managing federal grants for long-term recovery from 2017 hurricanes. As part of the growing Disaster Management Division, the position involves promoting housing recovery using U.S. Department of Housing and Urban Development Community Development Block Grant – Disaster Recovery (CDBG-DR) funds. 

The Complaints Coordinator will work onsite with the senior ICF staff, subject matter experts, and other staff to implement post-disaster housing recovery programs. The Complaints Coordinator ensures that applicants and potential applicants have a place to register complaints and receive responses in a timely fashion. The Complaints Coordinator makes every effort to see that applicant complaints are properly mitigated. The Complaints Coordinator works closely with the Public Relations and Community Coordinators to assist the community in accessing opportunities offered by the housing recovery program.  

Key Responsibilities: 

The Complaints Coordinator duties are:

·       Investigating the complaints, conducting surveys, and interviewing applicants.

·       Educating applicants about policies, procedures and technical issues that may affect the specific applicant’s situation

·       Deciding the proper action to take on any given complaint, and escalating the complaint to a higher management position for the appropriate actions to be taken, if warranted 

·       Ensuring that applicant complaints are resolved in a timely matter

·       Maintaining written records of complaints received and actions taken in response

·       Providing reports on complaint activity

·       Analyzing complaint data to inform continuous improvement processes

Basic Qualifications: 

·       5 years of customer relations experience

·       HUD CDBG programs exposure

·       Some Direct CDBG – DR experience or exposure to disaster recovery

·       Excellent communication and customer service skills and exhibit a high level of professionalism in all communications.

·       Fluency in reading, writing, and speaking English

·       Language Proficiency: bilingual preferred, Spanish and English

·       Knowledge and experience with personal computers in a Microsoft Windows-based environment.

·       Knowledge of customer service principles and practices

·       Ability to be flexible to handle multiple priorities and to work limited overtime as necessary

 Preferred Skills/Experience: 

·       Exposure to operating and monitoring federally-funded programs

·       Strong verbal, interpersonal and written communication skills

·       Team player with the ability to work in a fast-paced environment

·       Superior interpersonal skills including courtesy, professionalism, empathy, and a cooperative attitude

Professional Skills: 

·       Proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel)


Puerto Rico Remote Office (PR99)

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants

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