Counselor Manager

NEIGHBORHOOD ASSISTANCE CORP. OF AMERICA•Atlanta, GA

13d•$70,000 - $85,000•Onsite

About The Position

NACA makes the dream of affordable homeownership a reality for many who have been subject to systemic racism and other factors. This includes access to NACA’s Best Mortgage in America and a streamlined mortgage process. NACA works with Members (i.e., homebuyers) from the initial educational workshop, individual counseling, purchase process and mortgage process. The Counseling Manager (CM) is responsible for the operational leadership, performance, and overall success of assigned NACA counseling offices. The CM oversees a team of NACA Counselors, ensuring the delivery of exceptional housing counseling, mortgage origination, and member services while supporting NACA's mission of expanding affordable homeownership and promoting economic justice. This position requires a results-oriented leader who can effectively recruit, develop, coach, and manage the counselors while maintaining operational excellence, regulatory compliance, and superior member satisfaction.

Requirements

Active Mortgage Loan Originator (MLO) license in applicable states.
Ability to maintain NMLS registration and licensing requirements.
HUD-certified housing counselor;
Three to five years of progressive leadership or management experience.
Experience supervising professional staff.
Extensive knowledge and experience in mortgage lending and housing counseling.
Strong leadership and team development skills.
Excellent coaching and mentoring abilities.
Exceptional written, verbal and listening communication skills.
Ability to clearly explain complex issues and requirements.
Strong public speaking and presentation skills.
Strong organizational and time management abilities.
Excellent problem-solving skills including complex financial documentation.
Customer service excellence including discretion with sensitive information.
Ability to manage multiple priorities simultaneously in demanding work environment.
Highly organized with strong attention to detail.
Demonstrated effective professional judgment and decision-making.
Ability to work independently while collaborating across departments.
Production mindset in meeting outcome requirements.
Strong computer literacy with Microsoft Office, Members Portal, and other systems.
Excellent interpersonal, communication and critical thinking skills.
Self-motivated, strong work ethic, resourceful, with ability to work independently.
Leading outreach, advocacy, and community activities advancing NACA's mission.
Strong analytical skills with attention to detail.
Commitment to NACA's approach to overcome systemic barriers to homeownership.

Nice To Haves

Bachelor’s degree in Business, Administration, Finance, Management, Social Services, or a related field
Equivalent professional experience may be considered.
Accounting or Business Administrative courses and training
Mortgage and/or real estate courses
Previous experience as a productive NACA Counselor strongly preferred.
Experience managing multiple teams or office locations preferred.

Responsibilities

Provide leadership and oversight for assigned counseling offices.
Ensure offices maintain appropriate staffing levels to meet production goals.
Foster a positive, productive, and mission-driven work environment.
Monitor office operations and implement strategies to improve performance and efficiency.
Recruit, interview, hire, onboard, and retain qualified NACA Counselors in collaboration with the Human Resources Department.
Supervise NACA Counselors
Conduct performance evaluations and provide ongoing coaching and professional development.
Address NACA Counselor performance concerns through coaching, corrective action, and performance improvement plans when necessary.
Ensure compliance with organizational policies, attendance requirements, and professional standards.
Ensure Members receive comprehensive counseling.
Monitor counseling quality, documentation, action plans, and Members’ files.
Resolve complex Member issues, complaints, and escalations promptly and professionally.
Promote exceptional customer service throughout all offices.
Monitor key performance indicators including: Qualifications, Lender applications, Lender closings, Pipeline management, Counseling productivity, Member satisfaction.
Analyze office performance trends and implement corrective action plans as needed.
Ensure assigned offices consistently achieve organizational production goals and metrics.
Coordinate with Mortgage Operations to facilitate timely closings.
Ensure applications and supporting documentation are submitted accurately and within required timeframes.
Train and mentor NACA Counselors on policies, counseling standards, procedures, and regulatory requirements.
Collaborate with the Training Department to ensure continuous staff development.
Promote best practices and consistent service delivery across all assigned offices.
Support organizational outreach initiatives and advocacy efforts.
Encourage Member participation in community activities that advance NACA's mission.
Represent NACA professionally with community organizations, partners, and stakeholders.