Director of Homeowner Services
About The Position
The Director of Homeowner Services provides strategic leadership and operational oversight for Habitat Charlotte Region’s Homebuyer Program. This role leads the Family Services Education (Financial Education & Outreach), Family Selection (application processing, underwriting, and approvals), and Family Support teams, ensuring that Homebuyers-in-Process (HIPs) are prepared, educated, supported, and empowered for successful homeownership. The Director ensures all homebuyer applicants are selected, processed, educated, and supported in full compliance with Habitat Charlotte Region policies, Habitat for Humanity International (HFHI) requirements, and applicable federal and state real estate and mortgage lending laws, including the Federal Fair Housing Act, ECOA, TRID, RESPA, FCRA, and HMDA.
Requirements
- Bachelor’s degree from a four-year college or university preferred; or 3–5 years of related experience/training; or an equivalent combination of education and experience
- 3–5 years of experience in a nonprofit environment or mortgage lending institution strongly preferred
- Experience working with Asset Limited, Income-Constrained Employed (ALICE) populations
- 3–5 years of people management and leadership experience
- Ability to read, analyze, and interpret real estate and mortgage-related documents
- Must obtain Habitat for Humanity International (HFHI) Qualified Loan Originator (QLO) certification within 90 days of employment, including all required North Carolina-specific training and certification requirements
- Valid driver’s license with the ability and willingness to drive Habitat fleet vehicles within the service area
- Access to a personal vehicle for occasional business use
- Exceptional organizational, communication, leadership, and problem-solving skills
- Strong program development, event planning, and logistical skills
- Proficiency in Windows, Microsoft Office, Excel, and HomeKeeper; advanced Excel skills required, including forecasting and KPI analysis
- Demonstrated commitment to Habitat Charlotte Region’s mission and values
Nice To Haves
- Bilingual (Spanish/English), with the ability to read, write, and speak Spanish proficiently, is preferred
- Housing Counseling Certification preferred
- Background in social work or a related human services field preferred
- Real estate marketing and sales experience preferred
Responsibilities
- Directly supervise, mentor, and lead the Financial Services Education Manager, Family Selection & Support Manager, and Neighborhood Relations & Support Senior Supervisor
- Ensure Homeowner Services production goals and financial education outcomes are achieved
- Collaborate with Construction, Grants, and Development teams by providing reports, data, KPIs, and family impact stories for funding and programming, including quarterly and end-of-year HFHI reporting
- Co-facilitate quarterly Family Services Committee meetings with the VP of Family Services, including preparation meetings with the Committee Chair
- Ensure quarterly and annual family-served goals are met
- Lead continuous process improvement efforts to increase efficiency and expand service capacity
- Ensure compliance with Fair Housing and Equal Opportunity laws related to the mortgage lending process
- Research, develop, and recommend policies and procedures to maintain compliance with state, federal, and HFHI requirements
- Manage departmental budgets, monitor expenses, and implement corrective actions as needed
- Identify, recruit, and support volunteers serving on the Family Services and Neighborhood Reinvestment Committees
- Provide outcome-based leadership for recruitment and promotion of HCR’s Homebuyer and Financial Education programs
- Promote programs to community partners and organizations throughout the HCR service area
- Collaborate with the VP of Family Services on application appeals and complex eligibility decisions
- Promote HCR’s Money Matters Financial Education program to applicants facing significant barriers to homeownership
- Address and resolve escalated issues involving financial education participants, HIPs, and Habitat homeowners
- Ensure outreach and education efforts occur throughout the entire HCR service area
- Assist with identifying volunteer opportunities for partner families
- Support grant reporting, audits, compliance efforts, and special projects as needed
- Perform other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Director
