Bilingual Program Associate - Homeowner Hub

Bilingual Program Associate - Homeowner Hub

The Center is hiring a Bilingual Program Associate to join a team dedicated to helping middle- and working-class homeowners statewide with a broad range of housing-related issues. We are looking for individuals who are passionate about providing impactful and high-quality experiences to marginalized populations to staff our direct services programs. The individuals must be fluent in our clients' stated languages. Services include our foreclosure prevention and resiliency hotlines, and case management for our deliverable programs. The Bilingual Program Associate is a full-time, non-exempt position based in our New York, NY office. Bilingual Program Associates directly further the Center's mission to promote and protect affordable homeownership by engaging with homeowners through phone calls, online live-help platforms, and in-person/virtual outreach events.

This is a full-time, non-exempt position. We operate under a hybrid office model, requiring staff to work a minimum of two days per week on site to support collaboration, connection, and impact. Candidates must be able to meet these in-office expectations.

Responsibilities include but are not limited to:

• Serve as the initial point of contact for inquiries from homeowners, potential homebuyers, tenants, community-based organizations, and governmental partners, ensuring that the Center's mission and services are effectively communicated.
• Conduct inbound and outbound calls to homeowners regarding: foreclosure; mortgage delinquency; disaster recovery and resiliency programs including Homefix, our home repair lending program, and FloodHelpNY; flood insurance; loan modification scams; foreclosure prevention loans; and Network Partner housing counseling and legal services.
• Collect detailed intake information about caller issues and determine the best way to address the homeowner's needs;
• Refer homeowners to partners when appropriate and provide guidance that prepares clients to meet with service providers, ensuring a smooth hand-off between clients and providers.
• On outreach calls, research client information, triage client needs, and engage affected residents with explanations of vital services.
• Maintain current knowledge of trends and developments in affordable homeownership and the housing sector.
• Provide attentive, insightful, and efficient service to all callers while maintaining a high level of client service standards.
• Provide constructive analysis and suggestions with team members to increase efficiency, identify successful tactics, meet challenging and fluid deadlines, and contribute to the overall effectiveness and impact of the Center's direct service programs.
• Regularly attend and actively participate in Homeowner Help Desk outreach and community events, educating homeowners about the Center's services and connecting them to available resources. Capture and share key insights and emerging trends internally to help inform programs, services, and outreach efforts.
• Maintain accurate data regarding client service activity in program databases.
• Report to partners in government and other non-profits about client issues and trends.
• Respond to escalated issues and inquiries from stakeholders.
• Commitment to company culture and values.
• Other tasks and duties reasonably related to job responsibilities.

Skills & Qualifications

• Bachelor's degree or an equivalent combination of education and experience required;
• Excellent problem-solving skills and good judgment;
• Excellent communication skills, both written and spoken;
• Exceptional patience and friendliness;
• Proficiency using both English and Spanish languages in a professional capacity is preferred;
• This position will occasionally require participation in evening and weekend events in support of the Homeowner Help Desk. As such, the successful candidate must be flexible in terms of work schedule;
• Must work well with the public and fellow staff members;
• Computer data entry skills required;
• Knowledge of Salesforce or other CRM is desirable;
• Able to meet rigorous deadlines and handle challenging tasks with efficiency and attention to detail;
• Able to coordinate, organize, prioritize and execute multiple responsibilities in a fast-paced setting;
• Accepts constructive feedback and integrates it into practice;
• Supports peer learning; asks questions that advance group understanding;
• Understands general concepts relating to affordable homeownership, disaster recovery, and repair programs;

Values

• Demonstrate Ownership by showing initiative, active problem solving, being solution oriented, acting conscientiously, and putting team results above individual accomplishments
• Demonstrate Growth Mindset through resilience, humility, engaging in expansive thinking, and showing curiosity and openness to learning
• Work Collaboratively by demonstrating the ability to work in teams, exhibiting emotional intelligence, and having positive energy

Center for NYC Neighborhoods