National Services Representative

National Services Representative ("NSR")

The National Services Representative ("NSR") is responsible for scheduling counseling appointments, addressing questions, resolving issues concerning NACA's operations and providing local office support. The NSR spends most of their time answering calls on NACA's heavily utilized national call queue. NSRs located in a local NACA office, also provide services to Members and others who visit the office. The NSR also participate in making outbound calls for campaigns and outreach when not receiving National Queue calls.

The NSR must be a problem solver, have a mind set to learn and be flexible. S/he would utilize these skills to take the initiative in resolving a Member's issue and concern(s). The NSR must be knowledgeable about NACA's programs with a good understanding of NACA's Policies and Procedures manual to effectively address the caller's issues in a timely manner. In situations where the NSR cannot immediately resolve the issue, the NSR may need to directly connect a NACA staff person with the Member to resolve an issue or obtain necessary information. The NSR follows-up with the caller to provide solutions or confirms that a staff person has resolved the issue and the Member is satisfied. If the NSR encounters significant issues with a staff person or department, the NSR must address these issues with the appropriate manager or national management. NSRs are required to document all issues, responses, and outcomes in the Member's narrative. It is crucial the Member is heard throughout the process by establishing appropriate expectations to resolve the issue(s) through effective communication and results.

Job Responsibilities

The NSR must accomplish the following tasks on a day-to-day basis:

• Member Service Calls Answer incoming calls from the National Queue in an effective and professional manner. Ability to defuse tense situations and ease Member's frustrations.
• Resolve Issues Work with Members to resolve Member issue(s). Review the Members file in NACA-Lynx. Document all Member issues and resolution(s) in the Member's narrative in NACA-Lynx.
• Timely Response: Address calls in an effective and timely manner.
• Appointments Schedule appointments for Members in all NACA's departments.
• Web-file Assistance Assist Members with access to their Member Portal including password issues.
• Documenting Complaints Input information in NACA-Lynx, identifying Member and staff person, subject of complaint, description, and resolution.
• Outgoing Calls Call out to Members as needed.
• Email Responses Answer all emails from the assigned Email Follow-up lists.
• Questions Stay up to date with NACApedia (i.e., NACA's policies & procedures) for pertinent information to address questions with an appropriate consistent response.
• Outreach Assist in advocacy and outreach campaigns by calling Members, church leaders, businesses, politicians, and community leaders.
• Other duties As assigned.

Advocacy in Support of NACA's Mission

Participate in advocacy campaigns as needed. NACA continues its aggressive advocacy in fighting for economic justice for low to moderate income and people of color by addressing the racial wealth disparity gap and other issues. Employment with NACA requires ongoing participation in NACA's advocacy, campaigns, outreach, community organizing, and other activities as determined by NACA. This includes supporting and actively promoting NACA's tactics and mission of fighting for economic justice. 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. For more information about NACA or its history and programs, visit

Typical Demands

The NSR must be able to meet the demands of the job which typically consists of 40 hours a week. S/he must be flexible in his/her work hours, which will depend on NACA's Events, changing demand for NACA services and other factors. NACA reserves the right to modify an NSR's work hour by increasing hours, reducing hours, changing shifts, and/or requiring weekend work. Such modifications may occur on short notice including during an existing shift. Typical working hours are: 8:30 a.m. to 5:30 p.m. weekdays with no or limited need for overtime unless required or approved. During NACA's Events (which occur primarily over five days each including weekends) and other campaign activities, NSRs may be required to work the following increased hours, subject to NACA's discretion.

Compensation

The salary range is between $18 and $21+ per hour based on experience. The candidate's performance evaluation and future compensation is largely based on meeting the Job Responsibilities, Competencies and Skills stated herein.

Performance

• Flexible, ready, and willing to address other functions, campaigns and activities as required by NACA, including travel.
• High work efficiency by spending more than 85% of her/his time in NACA-Lynx or as adjusted by management ("Work Efficiency"), since nearly all NACA's activities require work in NACA-Lynx.
• Not to engage in any time theft. During work hours, the NSR is to be working and not engaging in non-work discussions and activities. Non-work activities are done off site or in designated areas at times approved by management and not paid.
• Always adheres to NACA's standards of customer service for all NACA Members and to office professionalism including appropriate dress attire.

Physical Demands / Work Environment

An NSR provides assistance to Members by phone from NACA's National call queue and/or local offices. An NSR must be able to perform the following tasks to perform the job responsibilities.

• Sit for extended periods of time
• Read computer screen/monitor for extended periods of time
• Read complex documents
• Answer a high volume of telephone calls, with a headset, for extended periods of time

Job Qualifications

NACA seeks leaders with a positive and open attitude, a strong work ethic, relentless commitment to success, attention to detail, and the ability to meet aggressive deadlines and ambitious goals. They are expected to have a high level of core competencies and skills as part of their personal characteristics and professional experiences in the following areas: communication, organizational skills, professionalism, customer service, time management, positive leadership, computer skills and mission driven. The Core Competencies & Skills are described in detail at

Education

• B.A. or B.S. Preferred
• High School Graduate or Equivalency Required
• Mortgage and/or real estate courses Highly Preferred

Experience

At least two years demonstrating some or all the following:

• Experience and knowledge of NACA's Home Save and Purchase Programs.
• Call center experience
• Counseling or social work, such as school guidance
• Mortgage brokerage, origination and/or processing
• Education (i.e., teaching)
• Loss mitigation

About NACA

NACA is the largest and most effective non-profit homeownership and advocacy organization in the country. NACA is one of the most exciting homeownership and advocacy organization that is both respected and feared for its effective operations and aggressive advocacy over four decades. Founded in 1988, NACA has won campaigns against some of the country's most powerful companies and individuals engaged in predatory and discriminatory lending. NACA's success is a result of its relentless confrontational advocacy as well as state-of-the-art systems and operations. NACA is well positioned for the future with more than $20 billion from major lenders, of which $15 billion is from Bank of America, to fund its extraordinary mortgage.

NACA is rapidly growing with 50 offices nationwide and more than three million Members. NACA stands out in the following areas:

1. NACA has revolutionized mortgage lending with its character-based housing counseling and mortgage programs, not based on traditional risk-based pricing or credit scores;
2. Provides the best mortgage in America: No down payment, no closing costs, no fees, no mortgage insurance, at a below market fixed rate without consideration of one's credit score;
3. Largest and most effective HUD approved counseling organization providing from