Student Loan Empowerment Case Manager/Housing Counseling Intake Coordinator

Description

Position Summary:

The Intake Coordinator is responsible for providing information and screenings to the public, calling in and seeking information of services. The coordinator provides intake services to individuals who have student loan debts and who are seeking loans repayment counseling as well as housing counseling services with LSSSC. Duties include sending certain documents to clients’ appointments days and obtaining signatures on program disclosures, release of information, credit reporting authorization, and preparing clients for advocacy with a HUD Certified Counselor and Student Loan Empowerment Case Manager. Due to this position is the first contact with the general public and LSSSC, excellent customer services skills and professional presentation is essential.

Student Loan Empowerment Case Manager/Housing Counseling Intake Coordinator Responsibilities

· Prepare and ensure completion of all intake documents and maintain record of all enrolled clients and provide optimal level of customer services to all clients.

· Maintain spreadsheet according to department standards and maintain and manage all incoming calls and correspondence through regular emails, texting/postal mails.

· Create and ensure that clients files are completed with all the required documents according to the agency, HUD and DFPI guidelines.

· Enter and maintain clients’ data in HomeKeeper (Salesforce) program or and Balance Camp Data base.

· Adhere to all guidelines related to the confidentiality of client records and information and requirements per the Student Loan Manual and HUD Housing Counseling Handbook and National Industry Standards for Homebuyer Education and Counseling.

· Proactively manage workload, calendar, and client appointments to help meet the goals of the organization and serve clients effectively.

· Assist SLECMs with facilitating education workshops, including scheduling, marketing, and procuring speakers.

· Foster and maintain relationships with industry agents to build agency networks which promote program’s mission.

· Travel to areas outside of the office for additional training, education, or presentations when needed.

· Participate in SLE Trainings provided by the Balance Camp.

· Keeps the records of Housing Counseling and or Student Loan Empowerment meetings.

· Other duties may be assigned.

Requirements

Education

· Associate degree in human services, business, or related field OR

· At least two (2) years’ experience in office management, or related area AND two (2) years of experience working with people in need of assistance OR

· An equivalent combination of training and experience

Knowledge/Skills/Abilities

· Experience building collaborative relationships with colleagues and customers representing diverse cultures, races, ages, genders, religions, lifestyles, and viewpoints.

· Be able to work within a team structure; and be able to maintain and manage clients’ records.

· Good working knowledge of the home buying process or home assistance services.

· Knowledge of telephone etiquette 

Ability to Compare Financial Information

· Ability to calculate loan rates/terms.

· Ability to perform duties in a confidential manner.

· Detail oriented with ability to organize complex material in clear and concise manner.

· Ability to communicate effectively, both orally and in writing

· Ability to structure and convey information for a large group in a manner that is engaging and approachable.

· Demonstrated skill in organizing time and prioritizing workload.

· Proficiency in Microsoft Office, including Word, Excel, Power Point and Outlook

· Bilingual (Spanish) competence preferred, but not required

Supervisory Responsibilities: This job does not have supervisory responsibilities.

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.

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 frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk.