Program Eligibility Specialist
About The Position
The primary mission of this role is to guide customers through the program eligibility process by providing exceptional customer service, ensuring accurate documentation, and determining eligibility for available homeownership or home rehabilitation assistance programs. This position conducts eligibility determination sessions, gathers and reviews required documentation, prepares eligibility and ineligibility notices, maintains program records, and follows up with clients throughout the process. The role assists with customer communications and data management and contributes to the continuous improvement of service delivery procedures. Success is measured by accurate and timely eligibility determinations, complete and compliant customer files, responsive customer service, and effective support that helps qualified individuals successfully progress toward homeownership.
Requirements
- High school diploma, GED, or equivalent from an accredited institution.
- 2 or more years of experience in customer service and clerical management duties.
Nice To Haves
- 2 or more years of college coursework from an accredited college/university
- Bilingual in English and Spanish, with strong written and verbal communication.
- Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Responsibilities
- Provides the highest degree of customer service to customers and business contacts.
- Conducts program eligibility determination session (EDS) for customers deemed mortgage ready (MR) or need rehabilitation services for their home.
- Collects and organizes signed disclosures and documents from customers for review.
- Prepares and routes letters of eligibility or ineligibility to customers.
- Maintains a record of all completed EDS packets.
- Creates and sends follow-up letters to customers via preferred method of communication.
- Aids SMART Homeownership Coach during group education workshops, classes, and presentations.
- Aids Homebuyer Coordinator with data entry and updates for group education participants.
- Aids Homebuyer Coordinator to prepare all Group Education files
- Follows procedures, contact attempts and de-activates nonresponders.
- Recommends improvements in products and procedures as necessary to ensure the optimum efficiency and effectiveness of the service delivery system.
- Participates in special events throughout the year.
- Assists the HOC Customer Service Representative to deliver high-quality customer service to all individuals who come into or call the AHSTI’s Robert “Bobby” Calvillo Homeownership Center (HOC) as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
