POSITION Program Associate - Homeowner Experience Team

REPORTS TO: Senior Program Manager, Homeowner Experience Team

FLSA: Non-Exempt

SALARY RANGE: 55k-60k

About the Center

The Center for NYC Neighborhoods (the Center) promotes and protects affordable homeownership in New York so that middle and working-class families are able to build strong, thriving communities. Established by public and private partners, the Center meets the diverse needs of homeowners throughout New York State by offering free, high-quality housing services. The Centers current projects support our policy goals and help to keep homeownership affordable by responding to the ongoing effects of the foreclosure crisis, the rising cost of homeownership, predatory scams, rising sea levels, and more extreme weather.

Position Summary

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 providing impactful and high-quality experiences to marginalized populations to staff our direct services programs including our foreclosure prevention and resiliency hotlines, our live chat counseling service, 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 that assess and triage multi-layered client issues and coordinate with various non-profit and governmental partners. Program Associates directly further the Centers 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 Centers mission and services are effectively communicated;
• Conduct inbound and outbound calls to homeowners regarding foreclosure; mortgage delinquency; Superstorm Sandy recovery and resiliency programs including Homefix, our home repair lending program, and FloodHelpNY; flood insurance; loan modification scams; foreclosure prevention loans; and Network Partner housing counseling and legal services;
• Collect detailed intake information about caller issues and determine the best way to address the homeowners 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, caseworkers, 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 live chat 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 the overall effectiveness and impact of the Centers direct service programs;
• Collaborate across the Centers departments, carrying out special outreach projects and messaging around key organizational policy and programmatic initiatives;
• Attend outreach events to educate homeowners about the Centers 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;
• Commitment to company culture and values;
• Other tasks and duties are reasonably related to job responsibilities.

Skills & Qualifications:

• Bachelors degree or an equivalent combination of education and experience required;
• Excellent problem-solving skills and good judgment;
• Excellent communication skills, both written and spoken;
• Exceptional patience and friendliness;
• Experience working in or being a client of housing counseling, legal services, disaster recovery, and constituent services a plus;
• Experience in case management a plus;
• Familiarity with New York City and State government and non-profit sector resources a plus;
• Fluency in another language including Spanish, Russian, or Cantonese, is a plus;
• This position will occasionally require participation in evening and weekend events. As such, the successful candidate must be flexible in terms of work schedule;
• 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;

Salary:

We offer a competitive salary and a comprehensive benefits package inclusive of 401k, learning stipend, and employer-sponsored health benefits.

Application:

Only those candidates selected for an interview will be contacted.

Applicant review will continue until the position is filled. We thank you for your interest in career opportunities with the Center for NYC Neighborhoods. No phone calls, please.

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 Human Resources at (646) 896-4616.

Persons requiring reasonable accommodation to participate in this hiring effort must contact Human Resources at 646.896.4616.

The Center for NYC Neighborhoods is an equal-opportunity employer. We recruit, hire, upgrade, train, and promote for all positions and job classifications without regard to race, color, religion, creed, gender, national origin, age, physical or mental disability, marital, veteran, or disabled veteran status, sexual orientation, or any other status as a member of any legally protected group or activity.

To learn more, visit cnycn.org.

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