NEIGHBORHOOD HOUSING SERVICES OF PHOENIX, INC.
 

 
JOB TITLE: Foreclosure Prevention Counselor
 

 
CLOSING DATE for accepting resumes will be on Friday, September 24, 2010 at 5:00pm. Resumes can be sent to “ATTN: HR Manager” via email to TFrancis@nhsphoenix.org
 

 
SUMMARY
 
Foreclosure Prevention Counselor counsels borrowers, provides support, including organizing and executing outreach efforts, submitting completed workout request packages to servicers, assisting borrowers with follow-up actions as required, and ensuring the timely and accurate input of all case information into the client management system. Adheres to the standards set forth in the National Industry Standards for Homeownership Counseling – Foreclosure Intervention Specialty.
 

 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
 
• Provide counseling and budget analysis to borrower, including the creation of a realistic household budget and a presentation of available workout options.
 
• Ensure that photographic identification has been obtained from borrower at intake or upon first counseling session prior to opening a case file.
 
• Obtain a signed authorization form from the borrower and assist the borrower in preparing and assembling the information and documentation required by the servicer for evaluation of workout options.
 
• Submit completed Workout Request Packages to servicer using electronic mode, followed by hard copies of documents specified by servicer as required.
 
• Conduct follow up communications with servicer and borrower as needed to ensure receipt of package by servicer, address deficiencies in package, inquire about status of case and escalate as needed per escalation protocol.
 
• Assist borrower in understanding and implementing workout options including discussion of terms of modification offer (and/or other options presented by the servicer); assist borrower with follow-up actions required of the borrower to obtain workout option; and, if appropriate, refer the borrower to local service providers for additional assistance.
 
• Enter all case information into the client management system in a timely and accurate manner to allow for accurate case tracking and reporting.
 
• Support outreach activities, including attending events, organizing workshops, conducting outbound calls, and organizing direct consultations between servicers and borrowers.
 
• Participate in periodic meetings as requested.
 
• Continue to meet NeighborWorks® Center for Homeownership Education and Counseling (NCHEC) continuing education certification requirements.
 
• Perform other duties as assigned.
 

 
COMPETENCIES
 
To perform in the position successfully, an individual should demonstrate the following competencies:
 
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
 
• Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
 
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
 
• Written Communication – Edits work for spelling and grammar; able to read and interpret written information.
 
• 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.
 
• Strategic Thinking – Develops strategies to achieve organizational goals; understands organization’s strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
 
• Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
 

 
PERFORMANCE MEASURES
 
• Number of borrowers counseled.
 
• Number of workout packages submitted.
 
• Number of positive outcomes.
 
• Number of borrowers reached through outbound calls, if applicable.
 
• Accurate and timely input of case information into client management system.
 
• High level of borrower and partner satisfaction with services provided.
 

 
QUALIFICATIONS
 
To perform this job successfully, an individual must possess the required competencies and be able to perform each essential duty satisfactorily. The individual must also meet the additional requirements listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

 
EDUCATION and EXPERIENCE
 
Education – Bachelor’s degree (B. A.) from four-year College or University; or one (1) to two (2) years related experience and/or training; or equivalent combination of education and experience.
 

 
OTHER REQUIREMENTS
 
Required to submit to drug screening and background check. Must be able to work extended evening and/or weekend hours when scheduled.
 

 
LANGUAGE SKILLS
 
Strong spoken and written communication skills. Ability to read and interpret documents such as mortgage loan documents, disclosures and loan modification documents. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Fluency in Spanish and English will be required for specific counseling positions.
 

 
CUSTOMER SERVICE SKILLS
 
Tactful and empathetic; comfortable working with diverse communities and clients. Ability to work with the complex demands of customers and to troubleshoot unanticipated problems which frequently occur during the foreclosure intervention counseling process.
 

 
MATHEMATICAL SKILLS
 
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
 

 
REASONING ABILITY
 
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions and deal with several abstract and concrete variables. Ability to take decisive action. Ability to use solid organizational and time management skills.
 

 
COMPUTER SKILLS
 
Proficient in Word, Excel, DBase management and use of internal e-mail system.
 

 
CERTIFICATES, LICENSES, REGISTRATIONS
 
National NCHEC certification as a Foreclosure Prevention Counselor through NeighborWorks® America Organization is required within one year of hire date.
 

 
Employee must present proof of automobile insurance coverage. Minimum liability limits shall be $100,000 bodily injury and $25,000 property damage coverage or such limits as deemed appropriate by the Chief Executive Officer.
 

 
PHYSICAL DEMANDS
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

 
While performing the duties of this job, the employee is regularly required to stand, walk, talk and hear. Employee frequently is required to use hands to finger, handle, or feel. Employee frequently reaches with hands and arms, and sits for extended periods of time. Employee must occasionally lift and/or move up to 25 pounds. The employee is regularly required to drive to customer outreach events.
 

 
WORK ENVIRONMENT
 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

 
The noise level in the work environment is usually moderate.
 

 
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job description or to require that other or different tasks be performed when circumstances change.
 

 
CLOSING DATE for accepting resumes will be on Friday, September 24, 2010 at 5:00pm. Resumes can be sent to “ATTN: HR Manager” via email to TFrancis@nhsphoenix.org