Intake Counselor - NeighborWorks Western Pennsylvania
Pittsburgh, PA
About the Job
Intake Counselor
Reports To: Counseling and Education Manager
About NeighborWorks Western Pennsylvania:
For more than 50 years, NeighborWorks Western Pennsylvania (NWWPA) has promoted stable, vibrant communities by providing our neighbors with comprehensive homeownership services. Legendary community organizer Dorothy Richardson founded our organization, then known as Neighborhood Housing Services, to address the lack of safe and affordable housing on Pittsburgh’s Northside. The success of Richardson and her neighbors, using a resident-led model, inspired a national network of community-based organizations. Today, NWWPA is a leader in sustainable homeownership, preparing first-time homebuyers and supporting homeowners in Western Pennsylvania through education, counseling, and access to affordable lending products. Our programs aim to address the disparity between the homeownership rates of Black (32.5%) and white (74.1%) families in the Pittsburgh area due to a long history of housing segregation, redlining, lending discrimination, and other forms of systemic racism. Learn more at: www.neighborworkswpa.org.
NeighborWorks Western Pennsylvania is committed to being a diverse, inclusive, and equitable workplace. We make employment decisions based on job related criteria, regardless of age, sex, race, gender, color, national origin, sexual orientation, or any other non-work related criteria. EEO/M/F/D/V employer. We value diverse voices and ideas and encourage applicants of all identities to apply.
Position Summary:
The Intake Counselor serves as the first point of contact for all of NWWPA’s relationship management strategies. This position is the driving force to build and improve our customer relationships, operational efficiency, and marketing strategies. The Intake Counselor will work as a part of the Counseling and Education Team to provide strategic support to our customer flow and management system, answering phone and email inquiries, managing the customer intake process and counselor schedules, and providing data entry and billing support. This role will provide support to convert leads to customers, ensuring customers complete their profiles, upload appropriate documents, and register for our services. The Intake Counselor will utilize Salesforce to assist in the maintenance and progression of customers through our customer flow model, modeling our relationship management best practices.
Key Responsibilities:
- Daily review of new leads report(s) in Salesforce and eHome America
- Manage incoming phone and email inquiries, triaging as necessary and contacting customers within 24 business hours
- Maintain the call log to ensure accurate communication until completion of inquiry
- Hold ‘on the fly’ intake appointments as necessary due to customer inquiry/needs
- Document development progress of both leads and converted customers in Salesforce including conversations and relationship management notes
- Act as Lead Intake Counselor, having the widest availability for pre-scheduled appointments, maintaining the Setster calendar, and opening their availability as necessary
- Manage any specific intake needs required for upcoming grant reporting
- Audit SF customer accounts for completion of profile, including full and accurate uploads of necessary documents prior to appointment date.
- Communicate with both customer and counselor in the event of an incomplete profile
- Manage the rescheduling of appointments as necessary due to missing documentation/incomplete profile
- Maintain, scan, and upload digital divide customer’s paper files
- Manage document gathering process, communicating clearly with customers regarding necessary paperwork for registration
- Manage the intake appointments and scheduling of these customers, communicating with counselor regarding the limited electronic needs of this customer
- Work with Admin Assistant to support counseling team regarding foreclosure prevention paperwork and follow-ups including loss mitigation/loan modifications and HEMAP.
- Manage monthly customer close out process for Counseling Team
- Make and document final phone calls to inform customer of no contact close out
- Send final written communication and upload proof into SF account
- Close customer lines
- Assist with reporting/billing completion, as necessary
- Provide management with routine (weekly, monthly, quarterly and annual) report
- Successfully complete necessary training coursework as assigned
- Participate in meetings
- Maintain confidentiality and security of all information
Ideal Qualifications and Experience
- A minimum of two (2) years of relevant experience in customer pipeline management and leads generation OR four (4) years of related customer service experience OR a Bachelor’s degree from an accredited institution
- Proficiency in Microsoft Office, including Word, Outlook, and Excel; experience with Office 365
- Experience with customer relationship management software, including Salesforce
- Ability to identify suggested areas of improvement for processes and procedures
- Ability to coordinate complex and changing processes and requirements and to coordinate workflows that support a fast-paced work environment
- Ability to relate comfortably and respectfully to individuals of different racial/ethnic, economic, and cultural backgrounds
- A level of comfort with and willingness to adapt to new technologies, including video conferencing technology, secure file sharing systems, and customer management systems
- Willingness to adapt to rapid change as part of a quickly growing organization
- Excellent interpersonal skills
- Strong written and oral communication skills—must be willing to provide writing samples
- Strong time management and project prioritization skills
- Critical thinking and decision-making ability
- Acute attention to detail
- Ability to engage potential and current customers in seeing the value of our services and programs
- Ability to lift 35 lbs
Additional knowledge and skills:
- Microsoft Office 365 Programs: proficiency in Word, Outlook, and Excel
- Knowledge of and/or willingness to learn and effectively utilize organizational client management systems (Salesforce)
- Strong time management and project prioritization skills; the ability to maintain multiple projects simultaneously
- Critical thinking and decision-making ability
- Ability and willingness to work a flexible schedule, to include evenings and weekends as needed
Status: Position is full-time and will require some evening and weekend hours with possible travel to various work sites, trainings, and partner meetings.
Terms:
This position and all NWWPA services are currently remote. There is a strong possibility of services returning to a hybrid model, including some in-office requirements during the tenure of the position, and any candidate must be flexible as such. All candidates must either reside in or relocate to the Southwestern PA area within 6 months of hire.
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