Job description
JOB TITLE: Program Associate - Homeowner Hub Team
DEPARTMENT: External Affairs
REPORTS TO: Program Manager
FLSA: Nonexempt
SALARY RANGE: $55,000- $65,000
About the Center
The Center for New York City Neighborhoods, Inc. (the “Center”) is a not-for-profit that promotes and protects affordable homeownership so middle- and working-class families can build strong, thriving communities. We meet the diverse needs of homeowners by offering free, high-quality housing counseling and services, coordinating a network of service providers across the city, and providing free or low-cost loans for homeownership.
Through its work, the Center supports and expands homeownership across New York by developing programs that focus on underserved communities. We have successfully delivered over $500 million to homeowners in several state-wide interventions, in response to physical, financial, and health crises, working with both the city and state to expand protections for New Yorkers. By helping homeowners individually and systematically, the Center achieves lasting change. To date, the Center, together with its partners, has helped more than 250,000 low- and moderate-income (LMI) families with a median annual income of $46,000 keep their homes and gain financial stability, preserving over $10 billion in neighborhood property value across New York.
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, assessing and triaging multi-layered client issues and coordinating 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.
This is a full-time, non-exempt position. This is a hybrid role intended for candidates within commuting distance from our office.
Essential duties include, but are not limited to:
- Serve as theinitial 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 callsto homeowners regarding: foreclosure; mortgage delinquency; 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 detailedintake 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 partnerswhen appropriate and provide guidancethat 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, andengage 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 sectors;
- Provide attentive, insightful, and efficient service to all callers while maintaining a high level of client service standards.
- Provide constructive analysis and suggestionswith team members to increase efficiency, identify successful tactics, meet challenging and fluid deadlines, and contribute to the 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;
- Commitment to company culture and values;
- Other tasks and duties reasonably related to job responsibilities.
Skills & Qualifications
- Bachelor’s 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, constituent services, a plus.
- Experience in case management is a plus.
- Familiarity with New York City and State government and non-profit sector resources a plus;
- Bilingual in English and one other 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;
Competencies and Values
- Effective Communication and Collaboration:
- Actively seeks and values feedback, fostering an open feedback culture within the team and organization.
- Communicates effectively with managers and team members, providing regular progress updates and effectively managing priorities to meet deadlines.
- Collaborates with team members and identifies opportunities to streamline tasks and enhance efficiency.
- Cultural Competence and Awareness:
- Works effectively with colleagues, partners, and community members from a variety of cultural, professional, and personal backgrounds.
- Understands the unique challenges and strengths of NYC neighborhoods, particularly historically marginalized and under-resourced communities.
- Listens attentively to community members’ concerns, validates experiences, and responds with compassion and professionalism.
- Basic understanding of how systemic discrimination and economic barriers impact homeownership, housing access, and wealth-building in NYC communities.
- Continuous Learning and Growth:
- Maintains a growth mindset, welcoming constructive feedback to foster personal and professional development.
- Proactively assesses skills, seeks support, and engages resources to strengthen performance and grow within the role.
Essential Mental and Physical Functions
Regularly required to speak English 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.
Occasionally required to lift heavy equipment such as boxes, posters, etc., especially for special events.
Frequently required to travel throughout New York and utilize public transportation.
Application
To apply for this position, please submit your cover letter with salary requirements, resume, and 3 work-related references through our website , cnycn.org.
Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled
This is a hybrid role intended for candidates within commuting distance from our New York office.
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 [email protected].
Persons requiring reasonable accommodation to participate in this hiring effort are requested to contact [email protected].
We thank you for your interest in career opportunities with the Center for NYC Neighborhoods.
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
