INHP is hiring for an Education and Advising Liaison

The purpose of this position is to help create and deliver education tools (training) and homeownership advising services to clients to assist them with their goal of achieving and maintaining successful homeownership. The incumbent will be the primary trainer for all INHP education classes, assist customers in identifying and removing barriers that impede them from obtaining mortgage financing, and achieve established production goals for the number of families who complete the Homeownership Preparation. Additionally, they will uphold the core values of INHP of customer service, collaboration, continuous improvement, respect, and trust, and always exhibit a high level of professionalism when representing the organization in the community. This position requires flexibility to work required evenings and weekends as needed. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES To be successful in this role, an individual must be able to perform in a satisfactory manner the functions listed below. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions. Education & Training Acts as the “Education Specialist” within the Homeowner Development department- responsible for collecting industry-relevant subject matter and transcribing pertinent details to the Director, HOD to ensure the organization’s suite of educational course offerings and curriculum are current and providing an optimal learning environment based on industry best practices in homebuyer education and financial literacy. Represents INHP as an articulate and professional spokesperson with effective public presentation skills and the capacity to communicate with diverse audiences for the purpose of establishing mutually beneficial relationships with community partners. Takes lead and delivers (teach) all education classes (on-site or off-site) as needed (at the direction of the Director, HOD). Will be responsible for recommending and creating education tools for usage by Advisors / clients (i.e., Client Binder material). Performs administrative functions associated with education classes as needed (opening / closing classes, issuing class completion certificates, etc.). Client Intake Makes initial contact with INHP “leads” to schedule intake appointment per Standard Operating Procedures. Explains INHP programs and services. Schedules and facilitates first intake appointment to include : Setting the tone for program expectations, the importance of client engagement throughout the process, and ascertains client willingness to proceed Sell benefits of INHP’s programs and services Provide and explain program disclosures to prospective clients Review and assess client credit history and financial status Make internal referrals for INHP services based on client eligibility Make external referrals to other agencies as appropriate Enters customer information and updates as necessary in Microsoft Dynamics CRM or other systems as needed. Handles client issues and concerns within a timely manner. Requires knowledge of multiple products and ability to deepen or retain relationships through service and sales. Thorough understanding of all operational systems, with focus on data processing, pipeline management, and production systems. Actively engages in developing more effective customer service skills. Answers customer requests from general line and all other avenues and explains INHP programs and services and directs clients to appropriate programs and services. Identifies Red Flags (address alerts, credit alerts, etc.) and works to resolve them. Mails out necessary materials to clients that are interested in INHP programs and services. Evaluates client satisfaction (at all stages), initial measurement, tactics etc. This may include client phone and mail satisfaction surveys, focus groups, etc. for clients in various INHP programs and services. Assembles packages and assists with Homebuyer Assessments and Orientations. Assists with developing departmental processes and procedures. Has overall knowledge of company and client goals and mission. Provides feedback to the company regarding service failures or client concerns and initiates problem resolutions. Administers the customer-entry process including fulfilling all requests for information about INHP products and services and completing of customer registration forms (via phone). Homeownership Advising Conducts one-one advising sessions via telephone, virtual, or an in-person setting concerning credit and financial matters involved with purchasing a home (Education and Advising Liaison to establish frequency and method of client contact). Critically analyzes entire client financial profile (credit report, income, debt load, job time, down payment, savings, rental history, etc.) to determine the viability of client’s ability to achieve the goal of homeownership within a 24-month timeframe and to determine potential mortgage program options for use in creation of a client action plan and an established (personal) budget Prescribes an educational tract to complement the action plan as appropriate for each client, specific to their needs. Helps clients to develop an action plan and personal budget to achieve goal of homeownership to include potential loan programs that clients may qualify for at the completion of the action plan (i.e., FHA, INHP, Lender Partner programs, etc.). At each interval of contact with client, the Liaison will confirm with client that client is still committed to goal of homeownership and reinforce the important financial literacy topics taught in education classes (i.e., budgeting, goal setting, saving). At least once per quarter, the Education and Advising Liaison will re-analyze the entire client financial profile to determine if the client still is on course to meet goal of homeownership in allotted timeframe and to verify that underwriting guidelines for potential mortgage programs have not changed to the detriment of the current client action plan. If necessary, a revised action plan will be written to reflect new underwriting guidelines. Collects critical documents (i.e. pay-stubs, W-2’s, tax returns, tax transcripts, bankruptcy papers, divorce decrees, child support documentation, depository account information, letters of credit, letters of explanation, proof of rental payments, etc.) to properly analyze the client’s financial profile and for the successful transfer of the client’s file to the Lending Department. Performs critical calculations to ensure that client meets all underwriting guidelines (Income calculations, debt ratio, down payment percentage, loan-to-value, potential mortgage payment). The Education and Advising Liaison will, when appropriate, engage an INHP Mortgage Loan Originator for joint meetings with clients to review the client’s credit and financial profile and discuss possible mortgage loan options. Identifies when clients are not making satisfactory progress toward goal of homeownership and makes recommendations for suspension or dismissal from program. The Education and Advising Liaison will submit completed files for quality control review with the Director, HOD to prepare file for successful transfer to Lending. Executes clerical duties such as scheduling appointments, organizing files and creating reports. OTHER FUNCTIONS Participates in company brainstorming and strategic-planning meetings. Communicates potential company service opportunities and quality improvements. Provides motivation, support, and affirmation to the staff. This position requires the flexibility to work required evenings and weekends as needed Performs other duties as assigned. EDUCATION AND / OR EXPERIENCE To perform this job successfully, an individual must have the following education and / or experience. Bachelor’s degree preferred. Minimum three years of experience in training / education, housing counseling, financial counseling, or a related industry. Housing counseling certification (from the U.S. Dept. of HUD) must be obtained within 90 days of hire date (at company’s expense). Adult Education / Classroom Training Experience preferred. Bilingual proficiency in English and Spanish desired. KNOWLEDGE, SKILLS, AND ABILITIES The requirements listed below are representative of the knowledge, skills, and / or abilities required to perform each essential duty satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions. Ability to effectively communicate in person, by phone, and in writing. Ability to interact with the public and address their concerns / questions. Ability to handle customer questions and concerns professionally. Ability to think logically and problem-solve in order to analyze situations, troubleshoot, and make sound decisions. Ability to handle multiple tasks simultaneously, manage projects, and meet deadlines. Proficiency in Microsoft Office (Word, Excel, Access, PowerPoint), Adobe Professional, and other software applications necessary to perform essential job functions and support other team members. Ability to perform Internet research. Strong organizational, process-oriented, time-management, and logical-thinking skills. Ability to maintain and file data and complete reports. Ability to build and maintain positive work relationships with management, staff members, and external contacts. Ability to arrive to work on time and maintain a positive attendance record. Complex problem-solving skills Well-developed public speaking skills Ability to work with minimal direction and supervision Strong analytical and mathematical skills Ability to motivate others Demonstrated customer service skills Desktop computer skills, including spreadsheets, Internet, email, and word processing Valid driver’s license and reliable transportation; position requires some travel between multiple work locations PHYSICAL DEMANDS The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions. Ability to sit for extended periods of time and to move intermittently throughout the workday. Strong sensory skills, such as good eyesight, good hearing, and dexterity. Ability to bend, push, lift, carry, pull, and move up to twenty-five pounds. Ability to speak and listen clearly. Ability to perform focused work with close attention to detail. Ability to operate office equipment, including computers, copiers, fax machines, and phones. Ability to interact with others, both in person and through phone, e-mail, and written correspondence. Compensation details : 28.85-30 Hourly Wage PI53ea2209f999-25448-38808391