Counselor Manager

NEIGHBORHOOD ASSISTANCE OF AMERICA•Atlanta, GA

12d•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

Three to five years of progressive leadership or management experience.
Experience supervising professional staff.
Extensive knowledge and experience in mortgage lending and housing counseling.
Active Mortgage Loan Originator (MLO) license in applicable states.
Ability to maintain NMLS registration and licensing requirements.
HUD-certified housing counselor;

Nice To Haves

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