HECM Client Services Associate

Job Description

Job Description

• Responds to homeowner, board member, and vendor inquiries by phone, email or portal in a professional and timely manner
• Assists with processing architectural requests, compliance questions, account inquiries, maintenance requests, and general association inquiries
• Supports community managers with administrative tasks and client communications
• Maintains accurate homeowner, property, and association records in the CINC system
• Serves as the residents' first point of contact and responses promptly and professionally
• Cultivates strong relationships with clients by demonstrating proactive communication, attentiveness to their needs, and a commitment to exceptional service delivery
• Addresses client concerns and issues promptly, escalating complex matters to appropriate stakeholders for resolution
• Solicits feedback from clients regarding their onboarding experience and uses insight to continuously improve our client transition process

Qualifications:

• High school diploma or GED Equivalent
• Experience in customer service, administrative support, or related office environment required
• Strong verbal and written communication skills
• Proficiency with Microsoft Office, email and general office technology
• Property management, association management, or HOA industry experience preferred