NEIGHBORHOOD HOUSING SERVICES OF PHOENIX, INC.

http://www.nhsphoenix.org/job_openings.html?id=16

JOB TITLE: Foreclosure Prevention Intake Specialist

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

The Foreclosure Prevention Intake Specialist responds to inquiries and referrals, initiates targeted, outbound calls, conducts initial intake interviews, creates new client files in the client management system, and informs borrowers about available services and resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Respond promptly to phone, email, and in-person inquires and referrals, and provide borrowers with information about services available and scheduling an appointment with a counselor.

• Conduct targeted, outbound calls to borrowers.

• Log all contacts made with borrower, determine eligibilty for assistance, and provide other appropriate information and referrals.

• Verify photographic identification for each person seeking assistance prior to opening a case file.

• Maintain client confidentiality.

• Enter borrower information into client management system in a timely and accurate manner.

• Assist counselors as needed by obtaining basic forms, authorizations and documents from borrowers in preparation for counseling session.

• Demonstrate professionalism and flexibility while maintaining a good working relationship with team members.

• Perform other duties as assigned.

COMPETENCIES

To perform 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.

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/or EXPERIENCE

Education – High school diploma or GED certificate; or one (1) to three (3) months related experience and/or training; or equivalent combination of education and experience.

Experience – Two (2) to three (3) years of administrative, clerical and/or customer service experience required.

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

Bilingual in Spanish and English. Strong spoken (English and Spanish) and written (English) communication skills.

CUSTOMER SERVICE SKILLS

Ability to deliver high quality customer service and work collaboratively across departmental lines. Good organizational skills with a pleasant personality.

MATHEMATICAL SKILLS

Solid math skills in adding, subtracting, multiplying and dividing.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions.

COMPUTER SKILLS

Basic proficiency in Word, Excel, DBase management and use of internal e-mail system.

CERTIFICATES, LICENSES, REGISTRATIONS

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 and reach with hands and arms. Employee must be able to sit for extended periods of time. The employee must occasionally lift and/or move up to 25 pounds. The employee may be 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