The Reverse Mortgage Counselor will report directly to the Director of Homeownership Development and Preservation. He/she administers all aspects of the corporation’s HECM counseling programs and services.
Duties & Responsibilities:
Manage the day-to-day intake and counseling operations
Work with the Director of Homeownership Development and Preservation efficiently and effectively achieve performance goals.
Ensure compliance with policies and procedures, including accurate and timely data entry into Counselor Max client management system.
Monitor data collection and compile and submit data needed for timely and accurate reporting.
Serve as the lead contact for information on activities, issues, and questions related to the Center’s HECM counseling activities; collaborate constructively with servicers and other external partners as needed.
Complete HECM counseling session per client and issue proper documentation and complete hard file with all required number of HECM sessions per day.
Serve as an expert resource for staff members, tools, policies, and procedures.
Answer HECM calls and questions, schedule appointments and send out pre-counseling material and follow up with clients.
Assist in coordinating and participating in company sponsored neighborhood events, housing fairs, and other community outreach events.
Other duties as assigned.
HUD Reverse Mortgage Certification (HECM) HUD Certification (If not already certified, it will be required by August 2021)
To perform in the position successfully, an individual should demonstrate the following competencies:
Mortgage and Housing Industry Knowledge – Must possess strong knowledge in the area of reverse mortgage counseling, specifically relating to current industry practices.
Customer Service – Personable, professional manner. Responds promptly and effectively to requests for service and assistance and meets commitments; addresses customer needs and constructively engages customer feedback to improve service. Ability to maintain composure under pressure and to handle stressful situations with ease.
Interpersonal Skills – Ability to listen and obtain full picture of issues while maintaining composure and resolving conflicts in a calm manner. Maintains confidentiality of borrower communications and information.
Oral Communication – Ability to interpret information and respond clearly to questions and concerns. Must present information that is clear to all parties including borrowers and servicers. Ability to speak and understand Spanish is strongly preferred.
Written Communication – Able to read and interpret written information. Able to write effective business communications; edits work for spelling and grammar. Ability to read and write Spanish is a plus.
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; uses reason even when dealing with emotional topics.
Professionalism – Approaches others in a tactful manner; reacts appropriately under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
Computer Skills — Computer literate and proficient with Microsoft Outlook, Word and Excel. Experience with Counselor Max strongly preferred.
Compensation and Employment Information:
Hourly rate commensurate with experience.
Full-time/non-exempt – 40 hours per week. Work Schedule: Monday – Friday, 8am-5pm, with some evenings and weekends
Benefits include health and dental
How to Apply:
Please email resume with cover letter to Carlos Tena, VP Programs & Services, at Carlos@nphsinc.org if you have questions regarding this opportunity, please call Carlos Tena (909) 983-4921.
NPHS is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.