Intake / Triage Specialist

cdcb•Brownsville, TX

7d•Onsite

About The Position

The Intake/Triage Specialist serves as the primary point of contact and frontline representative of cdcb’s Homeownership Department. This position plays a critical role in delivering a positive and professional first impression to clients and community members by providing accurate information, timely assistance, and exceptional customer service. The Intake/Triage Specialist is responsible for assessing client needs, guiding prospective applicants through the initial stages of the homeownership and counseling process, and ensuring individuals are appropriately referred to internal programs and services. This role requires the ability to clearly explain program eligibility, application requirements, and next steps while supporting clients in gathering documentation and initiating their application.

Requirements

High School Diploma or general education degree (GED) or higher; and one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as rules, instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees.
Must be fluent in Spanish.
Ability to calculate monthly and annual income for participants.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of Microsoft Office, and email.

Responsibilities

Answer incoming phone calls, greet walk-in clients, and respond to basic inquiries in a professional and welcoming manner
Provide clear and accurate information on CDCB housing programs, including mortgage loans, down payment assistance, and HUD housing counseling services
Explain the mortgage loan application process and next steps to prospective clients
Assist clients with starting applications and understanding required documentation
Provide hands-on assistance to clients in completing intake forms and online applications, including troubleshooting access or technology barriers
Set up appointments with the counselors
Proactively contact new applicants to request missing documents and schedule counseling appointments duties as assigned.
Accurately enter client information into CDCB databases and reporting systems
Assess client readiness (income, credit, documentation) to appropriately triage to counseling, lending, or other services
Monitor intake pipeline to ensure timely follow-up and prevent application drop-off
Assist in the homebuyer education classes
Participate in community outreach events, workshops, and local events to promote CDCB services
Distribute informational materials and answer general questions from the public
Represent CDCB professionally in the community and assist with increasing program visibility