Homeownership Supervisor

Neighborhood Housing Services of Chicago•Chicago, IL

1d•$65,000•Hybrid

About The Position

The Homeownership Supervisor is responsible for overseeing the daily operations of homeownership counseling programs, ensuring program compliance, and managing staff performance to meet operational goals. This role focuses on program implementation, workflow management, and staff development to ensure high-quality service delivery. The Homeownership Supervisor will oversee counseling staff, provide training, and ensure that the program pipeline—from intake to file closure—meets or exceeds National Industry Standards and complies with all funding and regulatory requirements.

Requirements

Bachelor’s degree required.
Four to six years of leadership experience in program management and staff supervision.
Knowledge of homeownership counseling, community development, mortgage lending, or real estate required.
Proficiency in using Customer Relationship Management (CRM) software required.

Nice To Haves

Experience implementing policies and procedures to drive program efficiency.
Ability to manage and develop a diverse team providing services to a multi-cultural customer base.
Strong oral and written communication skills, with the ability to train and support staff.
Knowledge of HUD housing counseling program requirements preferred.
Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
Proficiency in MS Office; Experience with Salesforce, Five9, and other client management systems preferred.

Responsibilities

Supervise Homeownership Counselors (HOCs) to ensure program productivity, service quality, and customer satisfaction meet established performance objectives.
Provide direct coaching, training, and ongoing professional development to staff, ensuring alignment with industry best practices and compliance requirements.
Conduct regular performance reviews and one-on-one meetings with direct reports to assess progress against key performance indicators (KPIs).
Ensure staff adherence to established policies, procedures, and quality control measures to maintain compliance with regulatory and funding requirements.
Monitor program workflow and provide operational support to ensure timely and effective service delivery.
Oversee data collection and accuracy in program reporting, ensuring compliance with funder and regulatory requirements.
Assist in preparing monthly and quarterly reports, tracking key program performance metrics, and identifying areas for process improvement.
Work with the department director to review operational reports and implement corrective actions as needed.
Maintain and update program processes, policies, and training materials to support staff effectiveness and compliance with HUD housing counseling standards.
Identify opportunities for process improvements and implement solutions to enhance program efficiency.
Support the onboarding and training of new hires, ensuring proficiency in client management systems, agency programs, counseling services, and compliance standards.
Ensure that homeownership counseling services meet the needs of diverse communities, maintaining high customer service standards.
Assist with delivering educational workshops (both in-person and virtual) across Chicago and South Suburban Cook County as needed.
Address client concerns and resolve issues promptly to enhance customer satisfaction.
Support the department director with operational tasks and program coordination as needed.
Represent NHS at community events, workshops, and training sessions as required.
Perform Other duties as assigned.