UCC Housing Counseling Intake Specialist

Phoenix, AZ

The UCC Housing Counseling Intake Specialist will report to the UCC Program Manager and contribute by receiving inbound calls or placing outbound calls consistent with the organization’s policies, procedures, and quality standards.

This person will encourage individuals to take the right steps towards positive financial change. UnidosUS implemented a small, non-traditional, call center located in Arizona that connects clients to our network of community-based organizations which serves as our workforce by offering telephone and virtual counseling sessions. This position will be based in Phoenix, Arizona.

Responsibilities

  • Provides customer service to and serves as the primary contact for prospective and current applicants to our Housing and Financial stability programs.
  • Share the benefits of our programs, gather information, and connect clients to our network of providers.
  • Responsible for data entry and maintenance of client data bases to track efforts and outcomes.
  • Complete next day appointment reminders for clients who are scheduled for a counseling session.
  • Manage the no show reminder report by ensuring weekly calls are placed to clients until client is rescheduled or closed out.
  • Assist clients by collecting budget information and adding information into our client management system.
  • Manage outreach tracker reports to ensure phone calls are being made in a timely manner.
  • Maintain client records.
  • Process incoming applications for housing stability.
  • Perform other duties as required by Program Manager or designee.

Qualifications

Education and Experience

  • Associate Degree or working toward a degree in business, education, community development, or equivalent in education and experience.
  • Minimum of two (2) years’ experience in a call center or customer support work environment.
  • Experience working in a housing counseling environment a plus.
  • Certification as a HUD Housing Counselor or working towards certification a plus.

Skills and Abilities

  • Steadfast commitment to UnidosUS mission, vision, and values of (Excellent, Accountability, Respeto).
  • Commitment to U.S. Latino community, Latino nonprofit organizations, and the Latino market.
  • Demonstrated experience working in nonprofits, community-based organizations, and diverse communities.
  • Excellent communication skills, both oral and written.
  • Intermediate level expertise in Excel, Word, Skype, and Office 365/SharePoint
  • Ability to pick up on concepts quickly and exercise appropriate judgement.
  • Bilingual (English/Spanish) skills a plus.