Home Ownership Support Specialist

Job Description

Job Description

Salary Range: $26 - $28 Hourly

The Home Owner Support Specialist promotes the preservation of permanently affordable homes in Champlain Housing Trust’s (CHT’s) Shared Equity Program (SEP) portfolio by anticipating and responding to the needs of homeowners throughout their ownership journey. This individual will provide prompt, professional, high-quality service and support to a diverse group of owners, loan customers, and applicants. The Home Owner Support Specialist carries out their work with a positive attitude, embraces change, and works well under pressure both in the office and in the field.

Essential Job Duties

• Develop and maintain knowledge of CHT’s Shared Equity Program (SEP) and provide information and technical support about CHT products and services to homeowners and partners including, but not limited to: lenders, attorneys, developers, appraisers, other community land trusts and the general public.

• Coordinate and/or perform stewardship activities such as ground lease renewals, biannual occupancy certifications, annual property tax letters, and other general questions from homeowners.

• Contact SEP homeowners who are delinquent on lease fees, membership fees, and/or taxes paid through CHT. Coordinate with Home Owner Support Manager to develop and implement strategies to reduce delinquencies. Provide regular written reports regarding status of delinquent homeowners.

• Order appraisals prior to resale, supporting sellers as appropriate.

• Facilitate legal document review meetings with all new buyers and follow up with them post-purchase to promote a positive long-term relationship.

• Evaluate and respond to requests for capital improvement credits from CHT home owners including creating and recording appropriate documentation.

• Coordination and oversight of rehabilitation and repairs of SEP homes as assigned, including assistance in creating scopes of work and identifying and managing contractors throughout the process.

• Act as point person for issues related to the taxation of CHT resale-restricted homes. Respond to tax-related questions (property taxes and income taxes) from CHT home owners. Educate municipalities about the taxation of CHT resale-restricted homes.

• Respond to and help resolve stewardship-related requests from SEP homeowners, such as warranty issues, boundary disputes, questions about rights and responsibilities, home repair needs, conflicts with neighbors or Homeowners Associations, etc.

• Assist other members of the SEP team with sales transactions and other aspects of administering the program, as necessary.

• Collect and maintain data on SEP participants and properties. Record all conversations and situations that arise in our customer relationship management software in a timely manner.

• Perform windshield survey of SEP portfolio every 5 years.

• Work with owners to create and implement plans to complete essential repairs and maintenance as needed, including assistance in identifying funding sources and support for owners who obtain financing from CHT lending programs.

• Participate in organization of special events (e.g. NeighborWorks® Week, community events, sponsorship, and outreach activities).

• File scanning and general departmental support as needed.

• Other duties as assigned.

Job Qualifications

• English fluency is required. Multilanguage fluency is a strong plus.

• Valid driver’s license and reliable transportation are required.

• Lived experience with home ownership, especially in CHT’s Shared Equity Program, is strongly preferred.

• Strong understanding of Vermont real-estate sales transactions, marketing practices, mortgage loan and refinance products is strongly preferred.

• Experience working in lending, financial counseling, real estate, community services, or affordable housing required.

• Experience managing home repair projects and working with contractors and lenders is a strong plus.

• Intermediate to advanced level Microsoft Excel skills, and proficient use of Microsoft Office Suite is required. Salesforce or database administration skills are strongly preferred.

• Must have a positive attitude, strong work ethic, ability to adapt to quickly changing conditions, policies and systems, and demonstrated ability to work independently exhibiting a high level of self-motivation.

• Must have a strong understanding of and commitment to social justice, equity and CHT’s membership-based model of community controlled and permanently affordable housing.

• Must have a strong understanding of CHT’s Shared Equity Program.

• Excellent written and verbal communication, interpersonal, problem solving, critical thinking, organizational and planning skills is required. The ability to communicate complex information in terms that are understood by a broad audience is critical.

• Ability to handle highly sensitive and confidential information.

• Strong active listening skills and ability to resolve and/or manage conflicts in a positive, professional manner.

• Must demonstrate a high level of emotional intelligence, cultural competency and an ability to remain calm under pressure, representing CHT in a positive and professional manner.

• Some evening and weekend hours required.

Physical and Mental Abilities: The person in this role must have the physical and mental abilities to perform the essential job duties listed above. However, reasonable accommodation may be extended to help perform those duties. The job entails long periods of sitting at a desk. There may be prolonged periods of computer work. While performing the essential duties of this job this individual may have to use hands and fingers, walk, stand, reach, or lift up to 25 pounds.

Work Atmosphere

Champlain Housing Trust is a non-profit, member-based organization. This individual must be committed to CHT’s membership based model of community controlled and permanently affordable housing and must also be committed to delivering exceptional customer service and executing CHT’s mission by focusing on our customers - listening attentively, identifying needs, and making his/her best effort to resolve issues/concerns. The work entails significant self motivation. Travel to rental sites and occasional travel to meetings and seminars may be required.

Equal Opportunity Employer - CHT is committed to a diverse workplace and highly encourages women, persons with disabilities, Section 3 low income residents, and people from diverse racial, ethnic and cultural backgrounds to apply.