Intake / Triage Specialist

Intake/Triage Specialist

The Intake/Triage Specialist serves as the primary point of contact and frontline representative of cdcb's Homeownership Department. This position plays a critical role in delivering a positive and professional first impression to clients and community members by providing accurate information, timely assistance, and exceptional customer service. The Intake/Triage Specialist is responsible for assessing client needs, guiding prospective applicants through the initial stages of the homeownership and counseling process, and ensuring individuals are appropriately referred to internal programs and services. This role requires the ability to clearly explain program eligibility, application requirements, and next steps while supporting clients in gathering documentation and initiating their application.

Essential Duties and Responsibilities:

• Answer incoming phone calls, greet walk-in clients, and respond to basic inquiries in a professional and welcoming manner
• Provide clear and accurate information on CDCB housing programs, including mortgage loans, down payment assistance, and HUD housing counseling services
• Explain the mortgage loan application process and next steps to prospective clients
• Assist clients with starting applications and understanding required documentation
• Provide hands-on assistance to clients in completing intake forms and online applications, including troubleshooting access or technology barriers
• Set up appointments with the counselors
• Proactively contact new applicants to request missing documents and schedule counseling appointments as assigned.
• Accurately enter client information into CDCB databases and reporting systems
• Assess client readiness (income, credit, documentation) to appropriately triage to counseling, lending, or other services
• Monitor intake pipeline to ensure timely follow-up and prevent application drop-off
• Assist in the homebuyer education classes
• Participate in community outreach events, workshops, and local events to promote CDCB services
• Distribute informational materials and answer general questions from the public
• Represent CDCB professionally in the community and assist with increasing program visibility

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education/Experience High school diploma or general education degree (GED) or higher; and one to three months related experience and/or training; or equivalent combination of education and experience.

Language Ability Ability to read and interpret documents such as rules, instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees. Must be fluent in Spanish.

Math Ability Ability to calculate monthly and annual income for participants.

Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills Knowledge of Microsoft Office, and email.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position is in a standard office environment with desktop business equipment and frequent telephone calls. Noise level is moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Compensation and Benefits:

• Salary $35,000
• Bonus Based on production goals met
• 100% of premium for health, vision and dental benefits paid by cdcb.
• Life Insurance
• 401K retirement plan (no match required)
• 16 paid holidays
• Vacation Days - Based on Length of Service
• Personal Days - Based on Length of Service

cdcb IS AN EQUAL OPPORTUNITY EMPLOYER