Counselor Manager

Job Description

Job Description

COUNSELOR MANAGER

SALARY RANGE: $70,000 - $85,000+

FLSA: Exempt

LOCATION: Local NACA Office Nationwide 

CONTACT: View email address on ziprecruiter.com 

BENEFITS: Excellent single/family health, vision and dental PPO, 70% employer contribution and 401(k)

Travel: Frequent travel required based on office assignments and organizational events

COUNSELOR MANAGER

NACA makes the dream of affordable homeownership a reality for many who have been subject to systemic racism and other factors. This includes access to NACA’s Best Mortgage in America and a streamlined mortgage process. NACA works with Members (i.e., homebuyers) from the initial educational workshop, individual counseling, purchase process and mortgage process. 

The Counseling Manager (CM) is responsible for the operational leadership, performance, and overall success of assigned NACA counseling offices. The CM oversees a team of NACA Counselors, ensuring the delivery of exceptional housing counseling, mortgage origination, and member services while supporting NACA's mission of expanding affordable homeownership and promoting economic justice. This position requires a results-oriented leader who can effectively recruit, develop, coach, and manage the counselors while maintaining operational excellence, regulatory compliance, and superior member satisfaction.

RESPONSIBILITIES:

The CM is responsible for their assigned NACA Counselors providing comprehensive effective counseling resulting in each NACA Counselor exceeding the minimum required Qualifications. This requires the below essential duties and responsibilities and additional responsibilities as management determines. 

Office Leadership

• Provide leadership and oversight for assigned counseling offices.
• Ensure offices maintain appropriate staffing levels to meet production goals.
• Foster a positive, productive, and mission-driven work environment.
• Monitor office operations and implement strategies to improve performance and efficiency.

Staff Management

• Recruit, interview, hire, onboard, and retain qualified NACA Counselors in collaboration with the Human Resources Department.
• Supervise NACA Counselors
• Conduct performance evaluations and provide ongoing coaching and professional development.
• Address NACA Counselor performance concerns through coaching, corrective action, and performance improvement plans when necessary.
• Ensure compliance with organizational policies, attendance requirements, and professional standards.

Counseling & Member Services

• Ensure Members receive comprehensive counseling. 
• Monitor counseling quality, documentation, action plans, and Members’ files.
• Resolve complex Member issues, complaints, and escalations promptly and professionally.
• Promote exceptional customer service throughout all offices.

Performance Management

• Monitor key performance indicators including:
  • Qualifications
  • Lender applications
  • Lender closings
  • Pipeline management
  • Counseling productivity
  • Member satisfaction
• Analyze office performance trends and implement corrective action plans as needed.
• Ensure assigned offices consistently achieve organizational production goals and metrics.

Mortgage Operations

• Coordinate with Mortgage Operations to facilitate timely closings.
• Ensure applications and supporting documentation are submitted accurately and within required timeframes.

Training & Development

• Train and mentor NACA Counselors on policies, counseling standards, procedures, and regulatory requirements.
• Collaborate with the Training Department to ensure continuous staff development.
• Promote best practices and consistent service delivery across all assigned offices.

Community Outreach & Advocacy

• Support organizational outreach initiatives and advocacy efforts.
• Encourage Member participation in community activities that advance NACA's mission.
• Represent NACA professionally with community organizations, partners, and stakeholders.

WORKING CONDITIONS

This position requires:

• A fast-paced work environment.
• Frequent interaction with Members, staff, community partners, and lenders.
• Travel between assigned offices.
• Evening and weekend work.
• Extended work hours during events or advocacy campaigns.
• Sitting at a desk with limited physical activity and constant computer use. 

MISSION COMMITMENT

NACA employees are expected to actively support the organization's mission of expanding affordable homeownership, addressing housing inequities and systemic racism, reducing the racial wealth disparity gap, stabilizing neighborhoods, and advocating for economic justice. NACA requires staff to adhere to and participate in NACA’s advocacy, campaigns, events, outreach, community organizing, actions, voter registration, and other activities as determined by NACA. This is also important for NACA’s continued success and in expanding NACA’s purchase and other programs. NACA staff have a tremendous impact on the Members and communities they serve. 

TIME DEMANDS:

The Counselor Manager must be willing and able to meet the demands of the job that typically consists of 55+ hours per week. The typical working hours are 8:30 a.m. to 6:30 p.m. weekdays with additional time as NACA determines necessary on evenings, weekends, events and other activities with overtime as permitted and necessary. The compensation has been set to reflect this expectation. 

COMPENSATION:

This is an exempt position with compensation based on experience, skills, performance and certifications. The annual salary is between $70,000 to $85,000+ with additional bonus compensation and accounting for the time demands of the postions. The candidate’s performance evaluation and future compensation is largely based on meeting the job responsibilities, competencies and skills stated herein. 

Bonus

Management would determine any bonus based on the following performance expectations.

• Maintain fully staffed NACA offices.
• Achieve all metrics (qualifications, sessions, and closings).
• Maintain excellent customer service.
• Improve employee engagement and performance.
• Ensure compliance with all NACA policies and regulatory requirements.
• Deliver timely, accurate, and high-quality counseling sessions.

KNOWLEDGE, SKILLS, AND ABILITIES

NACA seeks staff with a positive and open attitude, a strong work ethic and relentless commitment to success with attention to detail and ability to meet aggressive deadlines and ambitious goals. S/he is expected to have a high level of core competencies and skills as stated below and described in detail at 

• Strong leadership and team development skills.
• Excellent coaching and mentoring abilities.
• Exceptional written, verbal and listening communication skills.
• Ability to clearly explain complex issues and requirements.
• Strong public speaking and presentation skills.
• Strong organizational and time management abilities.
• Excellent problem-solving skills including complex financial documentation.
• Customer service excellence including discretion with sensitive information. 
• Ability to manage multiple priorities simultaneously in demanding work environment.
• Highly organized with strong attention to detail.
• Demonstrated effective professional judgment and decision-making.
• Ability to work independently while collaborating across departments.
• Production mindset in meeting outcome requirements.
• Strong computer literacy with Microsoft Office, Members Portal, and other systems.
• Excellent interpersonal, communication and critical thinking skills.
• Self-motivated, strong work ethic, resourceful, with ability to work independently.
• Leading outreach, advocacy, and community activities advancing NACA's mission.
• Strong analytical skills with attention to detail.
• Commitment to NACA's approach to overcome systemic barriers to homeownership.

EDUCATION & CERTIFICATIONS

• Bachelor’s degree in Business, Administration, Finance, Management, Social Services, or a related field - Preferred.
• Equivalent professional experience may be considered.
• Accounting or Business Administrative courses and training - Preferred.
• Mortgage and/or real estate courses - Preferred.

LICENSING

NACA may provide assistance to facilitate the education and exam process and pay the costs of obtaining and maintaining a license so long as he/she complies with all applicable licensing deadlines and requirements. 

• Active Mortgage Loan Originator (MLO) license in applicable states.
• Ability to maintain NMLS registration and licensing requirements.
• HUD-certified housing counselor;

EXPERIENCE 

• Three to five years of progressive leadership or management experience.