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Client Services Specialist-Home Preservation

Job Title
Client Services Specialist-Home Preservation
Job ID
Other Location
Client Services Specialist
Pay Rate: $30.29-32.19/hr 

COVID Vaccination Requirement: Habitat GSF has implemented a requirement that all employees be fully vaccinated to enter a HGSF work site. New hires will be required to submit proof of full vaccination prior to starting at a HGSF work site. Habitat GSF will make reasonable accommodations for valid exemptions based on disability, medical, or religious reasons.

What We Do
Habitat for Humanity Greater San Francisco (HGSF) believes in the power of homeownership to create generational impact. To this end, we build homes for first-time homeowners and sustain homeownership by helping low income homeowners retain their home as an asset for generations to come.

Your Impact
This position supports Habitat GSF’s Homeowner Development and Home Preservation Departments.  The Homeowner Development Department provides affordable, first-time homeownership opportunities to qualified households in San Mateo, San Francisco, and Marin Counties; the Home Preservation Department invests in selected neighborhoods in our three-county region that have been hard hit by disinvestment and racial segregation, providing critical repairs and rehabs to low-income homeowners to prevent displacement and to stabilize communities. Externally, the Client Services Specialist acts as a critical point of contact with the communities we serve, supporting those applying as first-time homebuyers and those in need of critical repairs for the home they’ve owned for years.  Starting with initial engagement with a prospective applicant, the Specialist provides clear information about program benefits, requirements, and obligations. They maintain consistent, clear communication, and assists clients to move smoothly and efficiently through each stage of the process until new homebuyers are in their new homes and existing homeowners receive the repairs they need. The Specialist will take a hands-on, culturally sensitive approach, recognizing the importance of building connections and relationships with clients, many of whom are new to complex real estate transactions. Internally, the Specialist will communicate progress with HGSF loan officers and other staff regarding a client’s application status, help colleagues access data to make decisions at critical stages of the process, and secure the necessary documents and agreements to move applicants forward.  The Specialist will input and manage a wide range of sensitive data in Salesforce, track progress, and ensure compliance goals are met.  In a central role that requires on-going collaboration with many staff members, the Specialist will be a strong, communicative team player who is highly organized and capable of managing multiple tasks simultaneously. 

Primary Responsibilities
Client Engagement and Support (45%)
  • Respond to inquiries from prospective applicants.
  • Educate and inform applicants and prospective applicants about HGSF’s homeownership and home repair opportunities and their respective requirements through one-on-one meetings and information sessions.
  • Maintain positive, consistent, and timely communication with all applicants about their application status through intake, screening, eligibility review, and selection.
  • Troubleshoot applicant issues and concerns, focusing on fairness, equity, and transparency.
  • Ensure application completeness in advance of eligibility review.
  • Coordinate the preparation of loan agreements, including securing necessary paperwork from clients and scheduling meetings to review loan terms and other agreements.
  • Review loan documents, disclosures, and any additional disclosure agreements with clients in an inclusive, culturally competent, and transparent manner.
  • Maintain compliance as a Qualified Loan Originator, considering local, state, and federal rules & regulations.
Project Coordination (35%)
  • Conduct application intakes to ensure transparency and accuracy for internal and external compliance purposes, in accordance with HGSF and funder requirements.
  • Maintain accurate electronic records in Salesforce.
  • Track and provide timely reports to key team members on the status of milestones associated with the sale of new homes to home-buyers and repairs of homes for existing low-income homeowners; including applicant intake, application screening, application/eligibility review, selection, loan closings, and construction progress.
  • Troubleshoot tech issues, as needed.
Program Support (20%)
  • Coordinate first-time homebuyer education sessions, new home construction work, and other sweat equity activities necessary for homebuyers to fulfill as a precondition of home purchase.
  • Track homebuyer sweat equity hours in Salesforce, ensuring accuracy and progress towards completion of hours required for new homeownership.
  • Facilitate educational opportunities within lending program components, including workshop scheduling, partnership development, and providing resources and referrals.
  • Support marketing and outreach strategies for both programs, as necessary.
Skills & Requirements
  • Demonstrated experience in client relations or customer service in a government, business (such as hospitality), or nonprofit setting. 
  • Excellent organizational and prioritization skills and the ability to manage an unpredictable workflow.
  • Ability to gather, organize, analyze, and present quantitative and qualitative data succinctly to team members to support effective application review and decision-making.
  • Awareness of and sensitivity to cultural and socioeconomic characteristics of populations served.
  • Demonstrated success as a relationship builder and collaborator; able to work with diverse individuals and groups of people.
  • Excellent written and oral communication skills; must be able to communicate with care, clarity, and integrity.
  • Proficiency with Microsoft Office programs and databases are necessary. Familiarity with Salesforce a strong plus
  • Knowledge and familiarity of and/or interest in affordable housing and/or lending. 
  • Ability to speak another language (such as Spanish, Cantonese, Mandarin, Vietnamese) is highly desirable.
  • Must be able to pass background check including credit check. (In accordance with state and county law: convictions do not necessarily rule out employment, it depends on the nature and severity of the conviction and is evaluated on a case-by-case basis, check is conducted on last 7 years only). 
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, photocopiers, and filing cabinets. This role can require work on weekends, nights, and outside the office in the areas we serve, which is approximately 20% – 30% of the time. The candidate must have a valid CA driver’s license and have access to the ongoing use of a personal vehicle for regular client visits across our tri- county region.

Physical Demands
This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and stand or bend as necessary. Must be able to travel.

This full-time position offers health, dental and vision insurance, life insurance, long-term disability, employee assistance program (EAP), Flex Savings Account (FSA), 403b retirement account, commuter benefits, 20 paid vacation days, 3 front loaded sick days (accrues up to 72 hours per year), and 13 paid holidays.
EEO: Habitat Greater San Francisco is an equal opportunity employer. Habitat Greater San Francisco strives to reflect the diverse community it serves. Applicants who contribute to this diversity are strongly encouraged to apply. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
Habitat GSF receives federal funds through Self-Help Homeownership Opportunity Program (SHOP) and is required by federal law, to the greatest extent possible, to provide job training and employment opportunities to Section 3 residents. *Section 3 residents are defined as public housing residents or low-income persons who live in metropolitan area or non-metropolitan counties where HUD-assisted projects are located.
Pay Range
$30.29   Hourly to $32.19   Hourly

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