Member Advocate

Charlotte, NC

The Member Advocate (“Advocate”) position is based in NACA’s Charlotte North Carolina Counseling Center counseling primarily homeowners in the Membership Assistance Program (“MAP”) and the Home Save Department. The MAP department works primarily with homeowners who have purchased through NACA and have a NACA Mortgage. The Home Save Department works with homeowners who have mortgages with other lenders/servicers who are at risk of foreclosure.  The Advocate works directly with these homeowners to assist them in achieving an affordable mortgage payment and then to make such payments. The primary solution for most homeowners at risk of foreclosure or with an unaffordable mortgage is to defer the unpaid mortgage payment or to modify the mortgage. NACA has been the most successful organization to providing affordable solutions to over 250,000 homeowners through our extraordinary Save the Dream events and remotely from NACA’s Charlotte Counseling Center. The Advocate needs to understand and advocate for the most beneficial and affordable mortgage solution for Members. The Advocate would also participate in nationwide NACA events to counsel homeowners. The servicer or investor must approve the affordable solution for the homeowner. NACA has been extremely successful in making miracles happen.

Position Responsibilities

The Advocate works with a homeowner to obtain an affordable solution using a very strong understanding of solutions and government programs.  The Advocate is responsible for:

  • Counseling: Counsel the homeowner by developing a comprehensive budget to determine whether the homeowner can afford the mortgage.
  • Affordable Mortgage Payment: Determine an affordable mortgage payment which should be the lessor of 31% of the homeowner’s gross income or the funds available from their budget (i.e. net income, less monthly liabilities, less monthly expenses).
  • Affordable Solutions: Identify the servicer and investor to determine solution options.
  • Homeowner Affordable Solution: Work with the homeowner to determine a solution to become current: modification, payment plan, deferral or another outcome supported by the homeowner.
  • File Submission: Submit to the servicer a complete file including the required documents with the proposed affordable solution.
  • Servicer Follow-up – Advocate with the servicer for Member’s affordable solutions. Communicate with the servicer to determine if additional documents or information is required.
  • Decisions: Obtain a decision from the servicer within 30 days of the submission of the complete file. If the homeowner is denied by the servicer or investor, communicate this to the homeowner and advise them that NACA will continue to advocate as long as desired.
  • Homeowner Communication: Communicate with the homeowner until there is an affordable solution or the file is closed.
  • Foreclosure Sales: Postpone foreclosures to provide time to achieve an affordable solution.
  • Outreach: Continually follow up with the Member to bring awareness regarding outreach, volunteering, etc.
  • Other Assignments: Complete any assigned special projects.

Job Qualifications


  • B.A. or B.S. – Preferred
  • High School Graduate or Equivalency – Required
  • Mortgage and/or real estate courses – Highly Preferred


At least two years demonstrating some or all of the following:

  • Experience and knowledge of NACA’s HomeSave program.
  • Call center experience
  • Counseling or social work, such as school guidance
  • Mortgage brokerage, origination and/or processing
  • Education (i.e., teaching)
  • Loss mitigation

NACA seeks leaders with a positive and open attitude, a strong work ethic and relentless commitment to success with attention to detail. Refer to Core Competencies & Skills for details.



Charlotte, NC

Time Demands

Typical workings hours are: 8:30 a.m. to 5:30 p.m. Additional time would be needed on some weekends and during NACA’s events.


The salary range is between $14 and $18+ per hour based on experience.


Comprehensive package: single/family health, vision, dental, 401(k) and more.




To follow-up and for inquiries regarding this and other positions contact NACA’s HR Department at or call 617-250-6222 ext. 1221.

NACA is an equal opportunity employer and provides second chance opportunities. Minorities and bilingual people, particularly those who speak Spanish, are strongly encouraged to apply.

Job Description PDF

This job description is solely for descriptive purposes and does not constitute a contract for employment.