Summary/Objective:

Under the direction of the VP of Neighborhood Revitalization, this position is responsible for providing support to the Credit and Home Preservation Departments. The Intake Associate is a person who can work with a diverse group of community members, applicants, and volunteers to create a clear understanding of the intake process and provide a satisfying client experience. The intake associate will work with clients that inquire about the services we offer. They will work with clients to provide information or provide them with the appropriate application, collect required documents, and refer to the appropriate program team member or outside agency.

Credit & Home Preservation Intake Functions:

• Answer inquiries about Habitat Hillsborough’s programs and assist any client that presents a need or a goal that they would like assistance with.
• Guide interested parties through the application process for Habitat programs or refer the client to programs outside the agency.
• Prepare and maintain accurate and up to date client files and organizational databases by collecting and documenting required information.
• Process client intake forms for any individuals interested in Habitat Hillsborough’s Credit Counseling, Credit Services and Home Preservation programs and ensure all required information is organized complete and accurate.
• Manage client engagement with our staff and outside agencies as needed to accomplish agreed upon goals until home preservation case is closed.
• Coordinate and schedule assessment visits and follow ups with program staff for Home Preservation program.
• Assist Financial Counselor by preparing counseling files, collecting documentation, scheduling appointments, and conducting follow-ups as needed.
• Assist the team with duties related to hosting homebuyer workshops to include, but not limited to, setting up the room, attending workshops, confirming presenters and participants, etc.
• Answer all mail, email, and telephone calls within 2 business days and in a courteous and professional manner.
• Prepare required documents such as letters, memos, and forms.
• Attend required meetings to discuss the progress of active projects and report client intake stats.
• Manage and track client referrals and outcomes to outside agencies.
• Report status of files to management as directed.
• Provide overall assistance to the Program services teams as needed.
• Track referrals made to outside agencies.
• Other administrative duties as appropriate.

Competencies:

• Dedication to and ability to articulate the mission and core values of Habitat for Humanity.
• Ability to function effectively with a minimum of daily direction and support.
• Ability to speak honestly with applicants that are not qualified for housing programs and create channels to foster reapplication; and provide resources and referrals for those in dire housing situations.
• Diplomatic in delicate situations with volunteers, staff, families or other stakeholders.
• Proficient in Microsoft Office, databases, and ability to learn as the needs of the position and available technology evolves.
• Ability to manage multiple projects simultaneously.
• Can solve problems and consult supervisor on decision making situations in a quick and effective manner.
• Maintain confidentiality of sensitive information.
• Ability to take initiative, prioritize work, meet deadlines and be highly organized and flexible.
• Ability to work directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Superior customer service skills.
• Excellent verbal and written communication skills.
• Bilingual Spanish is a plus.
• Hold valid driver’s license and ability to do house calls for intake appointments.

Work Environment:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job in an office. This role routinely uses standard office equipment such as computers, printers, phones, tablets, filing cabinets, and fax machines. This position may require working at various client sites.

Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. While performing the duties of this job, the associate performs the following activities: standing; walking; bending squatting, use hands, reach with hands/arms, listen and communicate. The employee must also occasionally lift and move up to 25 pounds.

Position Type/Expected Hours of Work:

This is a full-time non-exempt position. The typical workweek is Monday – Friday with some evenings and weekends required.

Education, Experience and Attributes:

• Desire to work towards Habitat’s mission.
• High school diploma or equivalent.
• Customer service experience is required.
• Background in social work is preferred, but not required.
• Basic financial knowledge is a plus.
• Experience in the construction and/or not-for-profit industries is preferred, but not required.

HFHHC is an equal opportunity employer and seeks to employ and assign the best qualified personnel for all our positions in a manner that does not unlawfully discriminate against any person because of race, color, religion, gender, marital status, age, national origin, physical or mental disability, sexual orientation, veteran/reserve national guard status, or any other status or characteristic protected by law.

Job Type: Full-time

Pay: $17.50 - $17.80 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person