Housing Equity Conversion Mortgage (HECM) Counselor

Job Description

Job Description

Home Equity Conversion Mortgage (HECM) Counselor

About Us

Take Charge America, Inc. is a nonprofit credit counseling and financial education organization dedicated to helping individuals and families achieve self-reliance and financial stability.  Since 1987, we have provided confidential credit counseling, financial education, and debt management solutions to consumers nationwide.  Our mission is to empower people to improve their financial future through education, guidance and personalized support. 

Position Summary                                                                                          

The HECM Counselor is responsible for providing expert financial counseling, education, and advocacy to clients struggling with mortgage delinquency, default, and other house-related financial issues.  This role requires a strong understanding of loss mitigation, loan modification, and budgeting to help clients achieve housing stability and avoid foreclosure.

This position is responsible for conducting interviews and performing financial assessments.  The counselor provides compassionate, informative, and compliant guidance to help consumers understand their financial options and make informed decisions toward achieving financial stability.   

Essential Duties and Responsibilities

• Intake: Conduct thorough intake interviews to gather financial information and assess the consumer’s situation. Create and ensure completion of a client’s file per organizational and HUD guidelines.
• Evaluate: Evaluate client eligibility for the Debt Management Program and other counseling services based on established criteria and guidelines.
• Budgeting & Financial Education: Educate clients on reverse mortgages, including costs, benefits, risks, and alternatives.
• Benefits and Processes : Provide clear explanations of debt management program (DMP) benefits, processes, creditor relationships, and potential outcomes.
• Documentation: Prepare and present proposed plans for client enrollment, ensuring accurate data entry and documentation. Issue HECM counseling certificates upon completion.
• Counseling: Provides clear, unbiased guidance tailored to each client’s needs.
• Enrollment: Guide clients through the enrollment process, ensuring all required forms and authorizations are completed.
• Compliance: Adhere to federal, state and industry compliance standards, as well as organizational policies and procedures.
• Training: Stays current on HUD regulations and industry updates. Participate in quality assurance reviews and ongoing training.

Knowledge, Skills, and Abilities

• Strong customer service and communication skills with the ability to establish trust and rapport quickly.
• Ability to explain related financial concepts in a clear and compassionate manner.
• Strong attention to detail and accuracy in data collection and documentation.
• Excellent problem-solving skills.
• Proficiency with call center systems and client databases.
• Must be able to meet minimum productivity and performance goals.
• Ability to obtain required in-house certification by the end of training.
• Ability to be receptive to ongoing feedback & improvement.
• Ability to be flexible, and dependable with a high level of professionalism.

Education & Experience

• Certification: Active Home Equity Conversion Mortgage (HECM) certification required.
• High School Diploma or equivalent.
• Minimum of 2 years of experience in financial services, counseling, or related fields in a call center environment preferred.
• Fluency in English and Spanish is preferred.
• Excellent time management, multi-tasking, communication, and organizational skills.
• Strong people skills with demonstrated ability to communicate and contribute to the organizational mission and values.

Physical Demands and Work Environment

• Sitting: Remain in a seated position for extended periods while performing duties like computer work.
• Mobility: Occasionally stand and walk around the office or call center floor.
• Manual Dexterity: Use hands for keyboarding, operating office equipment (like printers, fax machines, and phones), and other fine motor tasks.
• Vision: Require close, distance, color, and peripheral vision, with the ability to adjust focus to see computer screens, documents, and other office equipment clearly.
• Lifting: May occasionally need to lift or carry objects weighing up to 10 pounds, though this is not a primary function.
• Other: May need to use hands and arms to reach, and turn, raise, and lower the head

Why Join Us?

·       Make a meaningful impact on the lives of underserved communities.

·       Work with a mission-driven team committed to innovation and service.

·       Enjoy a collaborative culture with opportunities for growth and leadership.

Apply today and help us build a smarter, more compassionate future.