Program Navigator

                                                                                                                                                                                                                                                       PROGRAM NAVIGATOR 

POSITION PURPOSE

As a Program Navigator at Clarifi, you will be the driving force behind transformative financial journeys. You will advocate for individuals facing urgent financial challenges, help them build lasting stability, and guide them toward vital public benefits. With a client-first mindset, you will inspire and equip people to take control of their financial future through personalized support and seamless program navigation. From the first conversation to the final breakthrough, you will be a trusted ally, connecting clients to Clarifi’s robust network of services and community partners.

This is not just a role, it is a mission to build financial resilience, one empowered client at a time.

KEY RESPONSIBILITIES

As a vital part of our client services team, Program Support professionals play a key role in delivering exceptional care and coordination. Responsibilities include:

Program Navigation

· Serve as the first point of contact for clients delivering world-class customer service that reflects Clarifi’s commitment to client success

· Conduct intake screenings, identify appropriate programs, schedule appointments, and make referrals to community resources

· Follow up via phone and email to track client progress and advise on next steps

· Maintain up-to-date knowledge of Clarifi programs, eligibility criteria, and partner referral processes

· Obtain and maintain required certifications (NFCC)

Program Support

· Clearly communicating available options and connecting clients to valuable community resources

· Proactively collect required documents ahead of appointments

· Maintain and update client accounts daily with precision and care

· Managing a high-volume call flow (40 to 60 calls/ day) with empathy and efficiency

· Contribute ideas and constructive feedback for improving workflows, forms, and communications based on client interactions

Administrative

· Perform system functions related to client records and data management

· Support daily office operations and coordinate maintenance as needed

· Represent Clarifi at workshops and community events

· Compose professional correspondence and presentations

· Execute special projects and assignments as directed

KNOWLEDGE, SKILLS & ABILITIES

· 3 years’ experience in customer service, financial support, or related field

· Benefit access knowledge (ex: SNAP, Medicaid, LIHEAP) preferred but not required

· Fluency in English required; Spanish fluency is strongly preferred

· Proficiency with Office 365, client management software, and web-based applications

CORE COMPETENCIES & CHARACTERISTICS

· Exceptional interpersonal and written communication skills

· Ability to communicate effectively across multiple channels (phone, email, text, chat)

· High attention to detail with strong organizational and time management skills

· Outcome-driven with a deep commitment to client success and continuous improvement

· Demonstrated professionalism, empathy, cultural humility, and resilience in high-volume and fast-paced environments

· Team oriented with experience bringing enthusiasm, solution-orientation, and shared accountability to the team environment

· Maintains a high standard of punctuality and attendance to support team operations and workflow

REQUIREMENTS

· This position is based at a Clarifi office and requires travel within Southeastern PA, Southern NJ and DE as needed.

· Work Schedule Full Time: Monday-Friday, with occasional evenings and Saturdays

· Hybrid work available

· Proficiency in Office 365, client management systems is essential