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Posted Apr 06

Program Associate - Homeowner Hub

New York City Full Time

The Center is hiring a Program Associate to join a team dedicated to helping middle and working-class homeowners throughout the state with a broad range of issues including foreclosure prevention, scam prevention, coastal recovery and resiliency, and more. We are looking for individuals who are passionate about serving vulnerable and at-risk populations to staff our direct services programs including our foreclosure prevention and storm recovery and resiliency hotlines, our live chat counseling service for our coastal resiliency and flood insurance platform FloodHelpNY, and client support services for our lending programs. The Program Associate is a full time, non-exempt position based in our office in New York, NY. Program Associates serve as gateways to New York neighborhoods who assess and triage multi-layered client issues and coordinate with a variety of non-profit and governmental partners. Program Associates directly further the Center’s mission to promote and protect affordable homeownership by engaging with homeowners through phone calls, online live-help platforms, and outreach events.

Responsibilities include but are not limited to:

  • Serve as the initial point of contact for inquiries from homeowners, potential homebuyers, community-based organizations, and governmental partners, ensuring that the Center’s mission and services are effectively communicated
  • Conduct inbound and outbound calls to homeowners regarding: foreclosure; mortgage delinquency; Superstorm Sandy recovery and resiliency programs including Build it Back Counseling, Temporary Housing Services, and FloodHelpNY; flood insurance; loan modification scams; foreclosure prevention loans; and Network Partner housing counseling and legal services;
  • Intake information about caller issues and determine the best way to address the homeowner’s needs; explain complex concepts and give helpful information to homeowners about their issue;
  • Refer homeowners to partners when appropriate and provide guidance that prepares clients to meet with housing counselors, legal service providers, case workers, governmental agencies, and other service providers, ensuring a smooth hand-off between clients and providers;
  • On outreach calls, research client information, analyze fact scenarios based on complex rule sets, and engage affected residents with explanations of vital services;
  • Operate innovative livechat services that deliver online counseling to homeowners;
  • Maintain current knowledge of trends and developments in affordable homeownership and housing sector;
  • Provide attentive, insightful, and efficient service to all callers while maintaining a high level of client service standards;
  • Provide constructive analysis and suggestions with team members to increase efficiency, identify successful tactics, meet challenging and fluid deadlines, and contribute to overall effectiveness and impact of the Center’s direct service programs;
  • Collaborate across the Center’s departments, carrying out special outreach projects and messaging around key organizational policy and programmatic initiatives;
  • Attend outreach events to educate homeowners about the Center’s services;
  • Maintain accurate data regarding client service activity in program databases;
  • Report to partners in government and other non-profits about client issues and trends;
  • Respond to escalated issues and inquiries from stakeholders;
  • Other tasks and duties reasonably related to job responsibilities.

Skills & Qualifications

  • Bachelor’s degree required; equivalent combination of education and experience may be considered in lieu of a degree;
  • Excellent problem-solving skills and good judgment;
  • Excellent communication skills, both written and spoken;
  • Exceptional patience and friendliness;
  • Experience working in housing counseling, legal services, disaster recovery, constituent services a plus;
  • Familiarity with New York City and State government and non-profit sector resources a plus;
  • Bilingual in English and one other language , including Spanish, Russian, or Cantonese, is a plus;
  • Must work well with the public and fellow staff members;
  • Computer data entry skills required;
  • Fluency with Microsoft Office (Word, Excel, PowerPoint) and knowledge of Salesforce or other CRM is desirable;
  • Able to meet rigorous deadlines and handle challenging tasks with efficiency and attention to detail;
  • Passionate about promoting affordable homeownership, thriving and equitable New York neighborhoods;
  • Able to coordinate, organize, prioritize and execute multiple responsibilities in a fast-paced setting;

Additional Application Instructions

To apply for this position, please submit your cover letter with salary requirements and resume through our website at https://cnycn.bamboohr.com/jobs/. Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled. The Center strongly encourages Section 3 residents to participate in this hiring effort. Information to determine if you are a Section 3 resident can be obtained by contacting Michael Hartwyk at (646) 786-0882 or by email at michael.hartwyk@cnycn.org. Persons requiring reasonable accommodation to participate in this hiring effort are requested to contact Michael Hartwyk at (646) 786-0882 or by email at michael.hartwyk@cnycn.org.

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