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Center for NYC Neighborhoods

Program Associate - Homeowner Hub

Center for NYC Neighborhoods - New York City, NY

The Center is hiring a Program Associate to join our Homeowner Hub team. We are looking for individuals who are passionate about serving vulnerable and at-risk populations to staff our direct services programs including our foreclosure prevention and storm recovery and resiliency hotlines, our live chat counseling service for our coastal resiliency and flood insurance platform FloodHelpNY, 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 who assess and triage multi-layered client issues and coordinate 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.

Funding for this position comes from a range of government partners and is contingent on continued grant funding. The Center is a subrecipient of Community Development Block Grant - Disaster Recovery (CDBG-DR) funding from the New York State Governor’s Office of Storm Recovery to implement the Residential Technical Assistance Pilot Program (RTAPP), and is a contractor to the NYC Build it Back Program, which is funded by CDBG-DR. The Center also operates the Community Energy Engagement Program (CEEP) in New York City as a contractor to the New York State Energy and Resource Development Authority (NYSERDA).

Responsibilities include but are not limited to:

  • Serve as the initial 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 calls to homeowners regarding: foreclosure; mortgage delinquency; Superstorm Sandy recovery and resiliency programs including Build it Back Counseling, Temporary Housing Services, and FloodHelpNY; flood insurance; loan modification scams; foreclosure prevention loans; and Network Partner housing counseling and legal services;

  • Intake 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 partners when appropriate and provide guidance that prepares clients to meet with housing counselors, legal service providers, case workers, 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, and engage affected residents with explanations of vital services;

  • Operate innovative livechat services that deliver online counseling to homeowners;

  • Maintain current knowledge of trends and developments in affordable homeownership and housing sector;

  • Provide attentive, insightful, and efficient service to all callers while maintaining a high level of client service standards;

  • Provide constructive analysis and suggestions with team members to increase efficiency, identify successful tactics, meet challenging and fluid deadlines, and contribute to 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;

  • Other tasks and duties reasonably related to job responsibilities.

Skills & Qualifications

  • Bachelor’s degree required; equivalent combination of education and experience may be considered in lieu of a degree;

  • Excellent problem-solving skills and good judgment;

  • Excellent communication skills, both written and spoken;

  • Exceptional patience and friendliness;

  • Entrepreneurial spirit and a hunger for making an impact in innovative ways;

  • Energized by mission-driven work that serves the public interest;

  • Able to think in terms of both big picture and day to day details;

  • Able to coordinate, organize, prioritize and execute multiple responsibilities in a fast-paced setting;

  • Experience working in housing counseling, legal services, disaster recovery, constituent services 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;

  • 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;

  • Passionate about promoting affordable homeownership, thriving and equitable New York neighborhoods;

92 days 21 hours ago

Center for NYC Neighborhoods


Program Associate - Homeowner Hub Center for NYC Neighborhoods - New York City,NY,United States


Location: New York City, NY

Company Profile:
The Center for NYC Neighborhoods (“the Center”) promotes and protects affordable homeownership in New York so that middle- and working-class families are able to build strong, thriving communities. Established by public and private partners, the Center meets the diverse needs of homeowners throughout New York State by offering free, high-quality housing services. The Center’s current projects support our policy goals and help to keep homeownership affordable by responding to the ongoing effects of the foreclosure crisis, the rising cost of homeownership, predatory scams, rising sea levels, and more extreme weather. The Center’s Homeowner Hub is where middle- and working-class homeowners throughout New York can turn for information and resources to help them tackle the challenges of homeownership. On any given day, the Homeowner Hub fields calls and web-based inquiries from homeowners who are requesting help with a broad range of issues including foreclosure prevention, scam prevention, financial stability, flood resiliency, energy efficiency, and more. Hub team members come from a variety of fields, including criminal justice management, community-based land ownership, education and psychology, customer service, urban planning, public administration, social justice, journalism, political science and advocacy, and mental health. What they have in common is a passion for high quality rapid services to our client population and a commitment to advancing our mission of promoting and protecting affordable homeownership in New York.