UCC Housing Counseling Intake Specialist

BACKGROUND

UnidosUS, previously known as NCLR (National Council of La Raza), is the nation’s largest Hispanic civil rights and advocacy organization. Through its unique combination of expert research, advocacy, programs, and an Affiliate Network of nearly 300 community-based organizations across the United States and Puerto Rico, UnidosUS simultaneously challenges the social, economic, and political barriers at the national and local levels. For 50 years, UnidosUS has united communities and different groups seeking common ground through collaboration, and that share a desire to make our country stronger. For more information on UnidosUS, visit www.unidosus.org or follow us on Facebook and Twitter.

SUMMARY

UnidosUS implemented a small, non-traditional, call center that connects clients to our network of community-based organizations which serves as our workforce by offering telephone and virtual counseling sessions.

Our team is looking for a highly motivated, self-starter that can work independently as well as contribute to a team of four. The ideal candidate has the ability to influence people to take the right steps towards positive change and has experience working in a call center. This position is scheduled to become a full-time salaried position based on service projections in the candidate completes training successfully. 

ESSENTIAL FUNCTIONS

The standard duties of this job are: Be ready to get on the phone, share the benefits of our programs, gather information, and connect clients to our network of providers. Our intake and outreach staff focus of activities are:

•  Interacts with UnidosUS affiliates on a regular basis answering questions as well as providing feedback from invoice evaluation
• Strive to build a strong initial connection with our clients and get them to understand the benefits of our services and the importance the next step to having a coach on their side to achieve housing and/or financial goals.

 The goal of an outreach and intake representative is to get people to understand the importance of taking control of their finances and how our services can help clients get there. As clients call back in, our representatives are offering customer service with a smile.

The position starts as a contract position with an opportunity for full-time. If you have strong verbal skills, see yourself as an influencer and can reach out over the phone with a “smile in your voice” take your career to the next level of impact – let’s make it happen together!

We are in a fast-paced collaborative learning environment where failing fast and adapting faster are the key to our success. Bilingual (Spanish) is preferred, some housing and financial education background are helpful in this position but not required as we will train – the ability to communicate over the phone and share a passion for our mission is the key.

COMPETENCIES:

• The ability to communicate and motivate clients and colleagues to achieve goals.
• Comfort with using a variety of online technologies and Microsoft Office programs as well as utilizing a variety of required database programs.
• Timely Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability-- Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions

QUALIFICATIONS:

·        Associate Degree or working toward a degree in Business, Education, Community Development or equivalent in education and experience.

• Strong verbal and written communication skills.
• Proven ability to handle multiple activities and meet deadlines
• Ability to understand and follow written and verbal instructions
• Ability to work independently and as a member of an office team
• Acute attention to detail.
• Intermediate level expertise in Excel, Word, Skype and Office 365/SharePoint
• Ability to pick up on concepts quickly and exercise appropriate judgement.