Client Services Specialist
Habitat for Humanity Greater San Francisco, United States

Come be part of the affordable, homeownership movement! Join us and make an impact on people’s lives! Habitat for Humanity Greater San Francisco 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 long-time homeowners retain their home as an asset for generations to come.

Client Services Specialist

Pay Rate: $30.30 - $32.20/hr

Your Impact

The Client Services Specialist supports Habitat GSF’s Home Preservation Department which invests in selected neighborhoods that have experienced disinvestment and racial segregation across our tri-county region - San Francisco, San Mateo, and Marin counties. The Home Preservation program provided 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 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 homeowners receive repairs. 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. This is a central role that requires on-going collaboration with many staff members and requires a strong, communicative team player that 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 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 amp; 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 and Asana.
• Track and provide timely reports to key team members on the status of milestones associated with 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%)

• Facilitate educational opportunities within lending program components, including workshop scheduling, partnership development, and providing resources and referrals.
• Support marketing and outreach strategies as necessary, including hosting a Habitat Home Preservation booth at street fairs and public events, holding drop in office hours at partner organizations’ facilities, and conducting door-to-door canvasing events.

Requirements

Qualifications

• 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 s

Job Rewards and Benefits