Program Associate - Homeowner Hub

Job Type

Full Time


Details: Competitive Salary




17 Battery Place
New York
New York
United States


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;


Comprehensive benefits

Professional Level

None specified

Minimum Education Required

No requirement

How To Apply

To apply for this position, please submit your cover letter and resume through our website at Only those candidates selected for an interview will be contacted. Applicant review will continue until the position is filled.

The Center strongly encourages Section 3 residents to participate in this hiring effort. Information to determine if you are a Section 3 resident can be obtained by contacting Michael Hartwyk at (646) 786-0882 or by email at

Persons requiring reasonable accommodation to participate in this hiring effort are requested to contact Michael Hartwyk at (646) 786-0882 or by email at