Homeownership Center Coordinator

CHN Housing Partners•Cleveland, OH

3d•Hybrid

About The Position

CHN Housing Partners' Homeownership Center provides a range of services, including homebuyer education, financial coaching, and referrals to down payment assistance and affordable mortgage options to ensure success on your homebuying journey. Our team of housing experts will work closely with prospective homeowners to guide them through the homebuying process and provide ongoing support to ensure successful, stable homeownership. The Homeownership Center Coordinator will be an integral part of the Homeownership Center, positioned as the first point of contact for many of the Center’s clients. Candidate will be responsible for routing all Homeownership Center referrals to either homeownership education, a Homeownership Center Coach for mortgage-readiness coaching, or the Believe Mortgage team. The Homeownership Center Coordinator is responsible for ensuring that clients have a seamless and positive experience, and that referrals reach a successful resolution. The ideal candidate will possess strong communication and data entry skills, and deliver exceptional customer service to all potential clients with a focus on courtesy, empathy, and responsiveness. The rate of pay for this position is $22.50 per hour (FLSA Non-Exempt)

Requirements

High School Diploma or equivalent
1-3 years’ experience in a similar field, preferably in a live-answer call center role or in a customer-facing banking role (e.g. bank teller)
Proficiency with Zoom Phone System.
Proficient in Microsoft Office.
Proficient in web-based tools and applications.

Nice To Haves

Bilingual (English, Spanish)
Prior experience using Salesforce
Prior customer service experience

Responsibilities

Act as a professional ambassador for the organization and the Homeownership Center by representing CHN’s values, mission, and standards.
Collaborate effectively with peers and management to ensure seamless customer experience and maintain strong internal communication.
Manage all Homeownership Center inquiries: As much as possible, provide live-answer service to potential customers calling the Homeownership Center.
Respond to all client and stakeholder e-mail or website inquiries within 24-48 hours.
Enter all inquiry information into CHN’s Client Management System.
Categorize referrals based on client need and eligibility for CHN programs and CHN Housing Capital products and route appropriately. Candidates may need to perform income calculations, verify credit information, and make referrals to other programs (e.g. free tax preparation).
Assist Homeownership Center staff with pipeline management: Perform routine follow-up to ensure clients remain engaged in the program.
Follow-up with program graduates to help ensure long-term success.
Administrative tasks as identified and assigned by supervisor and program leadership.
Serve as a representative of CHN Housing Partners and the Homeownership Center at outreach events.
Assist Class Instructor with class facilitation and administration.
Other tasks as assigned.