Real Estate Coordinator

Real Estate Coordinator

The Real Estate Coordinator ("REC") provides administrative, operational, member-service, and departmental support in NACA's Real Estate Department ("RED"). The REC assists with managing Brokers, In-House Agents ("IHAs") and Referral Agents as well as working with NACA staff and Members to ensure the efficient delivery of NACA's real estate services nationwide. The REC is responsible for coordinating Member-to-agent assignments, maintaining accurate Real Estate Department records and systems, monitoring Member and agent activity, coordinating department training and events, assisting with staffing and onboarding, and escalating unresolved issues to the appropriate Managing Broker or Real Estate Director. The REC is expected to understand NACA's real estate policies and procedures sufficiently to provide accurate administrative support while recognizing that licensed real estate activities and decisions requiring broker oversight must be handled by the appropriate licensed real estate professional.

Job Responsibilities

Member Assignment & Referral Coordination The REC is responsible for administering NACA's Member-to-agent assignment and referral process. The responsibilities include:

• Coordinate Member-to-Agent Assignments: Assign Members requesting an In-House Agent (IHA) or other authorized NACA real estate representation to an appropriate agent.
• Complete Assignments Within Required Timelines: Ensure Member-to-agent referrals are completed within twenty-four (24) hours of the Member's request or referral, as required by department procedures.
• Verify Assignment Records: Confirm that agent assignments are accurately entered and reflected in NACA Lynx, the CRM, and other applicable Real Estate Department systems.
• Notify Members and Assigned Agents: Provide assignment notifications to both the Member and assigned agent using approved communication procedures and include applicable instructions or next steps.
• Coordinate Reassignments: Reassign Members when an agent is unavailable, unresponsive, unable to assist, or when a change of agent has been approved in accordance with NACA procedures.
• Maintain Accurate Assignment Records: Keep assignment and referral records current and assist the Real Estate Director and Managing Broker with monitoring agent availability, workload, and Member distribution.
• Document Assignment Communications: Record Member and agent communications related to assignments, referrals, follow-up, and reassignment in the appropriate NACA systems.
• Escalate Assignment Issues: Report unresolved assignment delays, unresponsive agents, Member concerns, or other referral issues to the Real Estate Director and Managing Broker for appropriate follow-up.

Member Housing Search Follow-Up The REC is responsible for conducting Housing Search calls to Members assigned to an In-House Agent (IHA) or NACA Referral Agent to assess their effectiveness, identify barriers, and ensure concerns are properly documented and escalated when necessary. The responsibilities include:

• Conduct Housing Search Calls: Contact Members assigned to an IHA or Referral Agent within two (2) weeks of assignment using the approved RED Housing Search process and script.
• Assess Member Housing Search Progress: Confirm whether the Member has connected with the assigned agent, determine the status of the housing search, and identify any challenges affecting progress toward homeownership.
• Complete Required Call Activity: Conduct Housing Search outreach using the approved Housing Search Form and complete required call activity in accordance with department expectations.
• Document Member Feedback: Record Housing Search call results, Member concerns, challenges, and relevant feedback in the applicable report and in the Member's narrative.
• Identify Housing Search Barriers: Document concerns involving agent service, NACA Counselor support, missing documentation, or other issues affecting the Member's housing search.
• Coordinate Required Follow-Up: Notify the appropriate NACA Counselor manager, NACA Counselor, agent, Managing Broker, Real Estate Director, or other designated party when Member feedback requires additional review or action.
• Escalate Unresolved Concerns: Mark the appropriate escalation status when a Member issue requires Real Estate Director follow-up, including concerns involving missing Buyer Representation Agreements, affordability challenges, or other unresolved barriers.
• Address Outside Agent or Lender Concerns: Document and report situations in which a Member has purchased, gone under contract, or transitioned to an outside agent or lender when additional review is required under department procedures.
• Complete Unsuccessful Contact Procedures: Document unsuccessful outreach attempts, send required follow-up communications, and update the Member's contact status in accordance with the Housing Search process.
• Maintain Required Call Records: Submit required call logs and maintain accurate records of Housing Search outreach, Member responses, follow-up actions, and escalations.

NACA Lynx & Data Management The REC is responsible for maintaining accurate, current, and consistent Real Estate Department records and supporting departmental reporting and compliance tracking. Responsibilities include:

• Maintain Member and Assignment Records: Enter, review, and update Member assignments, referrals, agent information, and other required activity in applicable systems.
• Maintain Department Reports and Dashboards: Keep Real Estate Department reports, dashboards, tracking tools, and assignment records accurate and up to date.
• Reconcile Department Data: Cross-reference NACA Lynx, the PW Qualified List, Closing Survey Report, and other applicable reports to identify missing, incomplete, or inconsistent information.
• Document Required Activity: Ensure Member contacts, assignment activity, referral information, Housing Search feedback, and other required communications are documented in the appropriate systems and narrative.
• Support Department Reporting: Assist the Real Estate Director and Managing Brokers by maintaining accurate information used for assignment, Member-service, agent coverage, recruitment, compliance, and performance monitoring.
• Identify and Report Data Issues: Flag reporting discrepancies, incomplete records, compliance concerns, delays, or other inconsistencies to the Real Estate Director for review and follow-up.
• Maintain Accurate Department Records: Keep recruitment, interview, workshop, assignment, referral, and other applicable Real Estate Department records current as responsibilities are completed.

Training, Workshops & Department Programs The REC supports the coordination and administration of the Real Estate Department workshops, webinars, training activities, and other approved department programs. The responsibilities include:

• Coordinate Workshops and Webinars: Assist with scheduling, coordination, and administrative support for Real Estate Department workshops, webinars, and related programs.
• Coordinate Presenter Coverage: Work with Managing Brokers, In-House Agents, Referral Agents, and local staff to ensure required presenters are scheduled, confirmed, and prepared for Homebuyer Workshops, Purchase Workshops, and applicable Real Estate Department webinars.
• Maintain Workshop Records: Update applicable schedules, reports, presenter assignments, confirmations, and other required workshop records.
• Communicate Workshop Information: Provide required workshop notifications, confirmations, schedule updates, and related communications to presenters, local offices, and other designated parties.
• Coordinate Schedule Changes: Update workshop records and notify applicable parties when presenter substitutions, scheduling conflicts, or other changes occur.
• Support Homebuyer and Purchase Workshop Follow-Up: Assist with applicable workshop processes, including presenter attendance verification and department follow-up.
• Support Department Programs: Provide coordination and administrative support for other Real Estate Department programs and activities specifically assigned to the REC.

Recruitment & Onboarding Support The REC supports the Real Estate Director, Managing Brokers, and Human Resources with agent recruitment, interview coordination, onboarding tracking, and market coverage needs. The responsibilities include:

• Track Agent Recruitment Activity: Monitor incoming applications and maintain accurate recruitment and interview records within designated Real Estate Department reports and systems.
• Coordinate Interview Scheduling: Notify the Managing Broker and applicant of interview requests, assist with scheduling, and monitor interview progress to ensure timely follow-up.
• Maintain Applicant Status Records: Track applicant interview status, recommendations, approvals, rejections, and other required recruitment updates.
• Support Agent Onboarding: Assist the Real Estate Director, Managing Brokers, and Human Resources with coordinating and tracking required onboarding activities for approved In-House Agents.
• Track Onboarding Completion: Maintain current onboarding records and monitor completion of required items, including licensing, system access, agreements, account setup, and other onboarding requirements.
• Identify Agent Coverage Needs: Cross-reference applicable Real Estate Department reports to identify markets or regions requiring additional IHA or Referral Agent coverage.
• Report Outstanding Recruitment or Onboarding Items: Notify the appropriate Real Estate Director, Managing Broker, or Human Resources representative of delays, incomplete requirements, or other outstanding recruitment and onboarding items.

Customer Service & Administrative Support The REC provides administrative and customer-service support to Members, agents, Managing Brokers, and the Real Estate Department to promote timely communication, accurate documentation, and effective follow-through. The responsibilities include:

• Address and Maintain the RED email: respond and address emails submitted to View email address on click.appcast.io. Emails must be addressed within two business days.
• Respond to Real Estate Department Inquiries: Assist Members, agents, Managing Brokers, and staff with assignment, workshop, referral, and other Real Estate Department-related questions.
• Provide Process Support: Help Members and agents