Homeownership Center Coordinator

CHN Housing Partners Homeownership Center Coordinator

This is a hybrid position with three days per week in-office requirement (at minimum). We are a growing non-profit organization based in Cleveland, Ohio that offers its employees a comprehensive benefits package, opportunities to grow within the organization, and the ability to improve the communities we serve.

CHN Housing Partners: CHN is a highly seasoned, nonprofit affordable housing developer, housing service provider and residential mortgage lender that works with its partners to solve major housing challenges for low-income people and under-served communities. Through our partnerships we have developed over 7,200 affordable homes, and each year serve tens of thousands of families through a wide array of housing services. We work in Ohio and neighboring states, including Michigan, to preserve and expand affordable housing, and build equitable communities. By investing in affordable housing, we are investing in families, communities, and the economy. We are investing in the power of the permanent address.

Position Summary: CHN Housing Partners' Homeownership Center provides a range of services, including homebuyer education, financial coaching, and referrals to down payment assistance and affordable mortgage options to ensure success on your homebuying journey. Our team of housing experts will work closely with prospective homeowners to guide them through the homebuying process and provide ongoing support to ensure successful, stable homeownership. The Homeownership Center Coordinator will be an integral part of the Homeownership Center, positioned as the first point of contact for many of the Center's clients.

The Homeownership Center Coordinator is responsible for ensuring that clients have a seamless and positive experience, and that referrals reach a successful resolution. The ideal candidate will possess strong communication and data entry skills, and deliver exceptional customer service to all potential clients with a focus on courtesy, empathy, and responsiveness.

Essential Duties and Responsibilities:

• Act as a professional ambassador for the organization and the Homeownership Center by representing CHN's values, mission, and standards. Collaborate effectively with peers and management to ensure seamless customer experience and maintain strong internal communication.
• Manage all Homeownership Center inquiries:
  • As much as possible, provide live-answer service to potential customers calling the Homeownership Center.
  • Respond to all client and stakeholder e-mail or website inquiries within 24-48 hours.
  • Enter all inquiry information into CHN's Client Management System.
  • Categorize referrals based on client need and eligibility for CHN programs and CHN Housing Capital products and route appropriately.
  • Candidates may need to perform income calculations, verify credit information, and make referrals to other programs (e.g. free tax preparation).
• Assist Homeownership Center staff with pipeline management:
  • Perform routine follow-up to ensure clients remain engaged in the program.
  • Follow-up with program graduates to help ensure long-term success.
  • Administrative tasks as identified and assigned by supervisor and program leadership.
• Serve as a representative of CHN Housing Partners and the Homeownership Center at outreach events.
• Assist Class Instructor with class facilitation and administration.
• Other tasks as assigned.

Education and/or Work Experience Requirements:

• Required: Education: High School Diploma or equivalent
• Skills:
  • 1-3 years' experience in a similar field, preferably in a live-answer call center role or in a customer-facing banking role (e.g. bank teller)
  • Proficiency with Zoom Phone System.
  • Proficient in Microsoft Office.
  • Proficient in web-based tools and applications.
• Preferred:
  • Bilingual (English, Spanish)
  • Prior experience using Salesforce
  • Prior customer service experience

Critical Competencies:

• Exceptional verbal and written communication skills.
• Candidate will pay attention to detail and utilize critical thinking skills daily
• Demonstrated customer service and an ability to interact in a professional manner.
• A responsive, service-first approach, with the ability to respond patiently and promptly to CHN customers & stakeholders.
• Ability to prioritize duties and change direction quickly to accommodate special requests and/or unanticipated issues that arise.
• Ability to maintain regular, punctual attendance consistent with CHN's business hours.
• Ability to work alone and with a team.
• As this is a hybrid position, ability to work at home, off-site, and/or in the office.

Working Conditions and/or Physical Requirements:

• Ability to perform essential job functions consistent with ADA, FMLA, and other standards.
• Regular and punctual attendance consistent with ADA, FMLA, and other standards.

Why Should You Apply?

• You want to be part of an organization where the work you do will have a positive and lasting difference in the community.
• Great benefits.
• Opportunities for on-the-job training and/or professional development.