Classification
Full-time, Non-Exempt, Hourly
Remote: No
Hours of work: 80 hours per pay period
Reports to
Vice President of Mortgage Servicing
Job Summary/Objective:
The Office and HOA Coordinator supports long-term homeowner success by managing payments, responding to homeowner needs, coordinating resources, and strengthening community engagement. The role serves as a liaison between homeowners and affiliate departments, represents Habitat for Humanity at select homeowners’ association meetings, monitors homeowner trends, and prepares monthly reports.
Success in this role requires strong communication, organization, sound judgment, professionalism, confidentiality, and the ability to build positive relationships with a diverse homeowner population.
Duties/Responsibilities
Homeowner Support and Engagement
· Serve as a welcoming point of contact for homeowners and respond to questions, concerns, and requests for support.
· Build ongoing relationships with homeowner families through regular communication, active listening, and recognition of their accomplishments.
· Coordinate with affiliate departments and community partners to connect homeowners with appropriate information and resources.
Homeowner Success and Community Connection
· Plan outreach and activities that encourage homeowner participation in Habitat programs, events, volunteer opportunities, mentorship, and community leadership.
· Recognize homeowner milestones, including mortgage payoffs, anniversaries, payment achievements, and other meaningful accomplishments.
· Represent Habitat for Humanity at homeowners’ association meetings originally organized by Habitat and at relevant community events.
· Identify emerging homeowner and neighborhood needs and opportunities to strengthen connection and engagement.
Payment Management
· Process homeowner payments accurately and promptly in the appropriate systems.
· Respond to payment questions and concerns with professionalism and connect homeowners experiencing financial difficulty with available resources.
· Maintain accurate, confidential records and escalate unresolved concerns to the appropriate affiliate department.
Program Monitoring and Reporting
· Monitor homeowner payments, engagement, participation, and support needs to identify trends and areas requiring follow-up.
· Prepare monthly reports summarizing homeowner successes, concerns, needs, and engagement opportunities.
· Recommend practical improvements to the homeowner experience and coordinate follow-through with affiliate departments.
Competencies:
· Strong verbal and written communication and customer service skills.
· Detail-oriented and able to organize priorities and manage multiple tasks.
· Professional, enthusiastic, mission-driven, and comfortable working with diverse homeowners.
· Sound judgment and the ability to handle challenging situations with tact and confidentiality.
· Proficiency with Microsoft Word, Excel, Outlook, and other basic office applications.
· Ability to work independently and collaboratively.
· Willingness to learn and take on additional responsibilities with appropriate training and supervision.
Work Environment
This position works in an office environment and routinely uses standard office equipment, including computers, phones, photocopiers, and filing systems.
Education, Experience and Attributes
· Associate or bachelor’s degree preferred.
· Ability to read, analyze, and communicate general business information clearly.
· Fluent written and spoken English; bilingual Spanish is a plus.
· Ability to organize work efficiently and build constructive working relationships.
Physical Demands
· Prolonged periods of sitting at a desk and working on a computer.
· Must be able to lift to 15 pounds at times.
Other Duties
This job description summarizes the position’s primary duties and responsibilities and is not intended to be all-inclusive.
Duties, responsibilities, and activities may change at any time with or without notice.
HfHTBG is an equal opportunity employer and seeks to employ and assign the best qualified personnel for all our positions in a manner that does not unlawfully discriminate against any person because of race, color, religion, gender, marital status, age, national origin, physical or mental disability, sexual orientation, veteran/reserve national guard status, or any other status or characteristic protected by law.