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 Center’s 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.
The Center is a subrecipient of Community Development Block Grant – Disaster Recovery (CDBG-DR) funding from the New York State Governor’s Office of Storm Recovery to implement the Residential Technical Assistance Pilot Program (RTAPP), and is a contractor to the NYC Build it Back Program, which is funded by CDBG-DR.
Position Summary
The Center is hiring up to three (3) Program Associates 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. 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, meeting 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 ability, 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;
Physical Demands:
- Regularly required to speak clearly and hear the spoken word well;
- Regularly required to physically operate routine office equipment such as telephones, computers, etc.;
- Regularly required to utilize near vision ability to read data and documents, including spreadsheets and reports, in printed form and on computer screens.
Work Environment:
- Noise level is consistent with levels usually present in an office environment.
- Hazards present are consistent with those common to an office environment.
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Salary
We offer a competitive salary and a comprehensive benefits package. To apply for this position, please submit your resume and a cover letter with salary requirements to via 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. |
| Application Deadline
Accepting resumes until position is filled. |
| 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 other legally protected group or activity. To learn more, visit cnycn.org |
