NACA Advocate

Charlotte, NC

COMPENSATION RANGE:  $18 to $22+ per hour

FLSA:  Non-Exempt


CONTACT: [email protected]

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



The NACA Advocate (“Advocate”) position is based in NACA’s Charlotte, North Carolina Counseling Center with the primary focus placed on post comprehensive counseling to homeowners who are not able to make current mortgage payments and/or at risk of foreclosure. The Advocate also works on outreach and campaigns with our Members and others.  S/he must be a problem solver, meet tight deadlines and maintain flexibility in the day-to-day job responsibilities and functions.

The Advocate assists homeowners who have a mortgage with NACA or other lenders/servicers in obtaining an affordable solution with a good understanding of available affordable solutions and government programs.  S/he works relentlessly with homeowners in assisting them in obtaining an affordable solution, often restructuring their mortgage by: (1) providing comprehensive budget counseling via phone appointments; (2) compiling documentation; and (3) submitting a financial package with an affordable mortgage payment.


The Advocate is responsible for:

  • Counseling: Counsel the homeowner by developing a comprehensive budget to determine whether the homeowner can afford the mortgage.
  • Affordable Solutions: Identify the investor to determine solution options. NACA has agreements with major servicers and investors Fannie Mae and Freddie Mac that provide affordable solutions.
  • Affordable Mortgage Payment: Determine an affordable mortgage payment.
  • Homeowner Affordable Solution: Work with the homeowner to determine a solution to become current: modification, payment plan or a deed-in-lieu of foreclosure or short sale. Homeowners should only sell or give up on their home only if they want to, not because there is not a current available solution. NACA has been extremely successful in making the seemingly impossible happen. A modification is the appropriate solution for most homeowners.
  • File Submission: Submit to the servicer a complete file including the required documents: budget, income documents, proposed affordable solution and other required documentation.
  • Lender Follow-up: – Advocate solutions and obtain information from the lender.
  • Complete File: Communicate with the servicer to determine if additional documents or information is required. The servicer is required to identify an incomplete application and needed documents within 15 days of the submission.
  • Decisions: Obtain a decision from the servicer within 30 days of the submission of the complete file. If no decision has been made, work with the homeowner’s servicer or investor to secure a decision.
  • Denials: 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 s/he desires. Obtain the reasons from the servicer or investor’s decision considering their guidelines and waterfall. Advocate for the homeowner including appealing the decision to the Consumer Financial Protection Bureau (CFPB) and to other regulators.
  • 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. Auctions should only take place when the homeowner is not responding or there are exceptional circumstances that prevent the homeowner from obtaining an affordable solution even with NACA’s advocacy.
  • Outreach: Continually follow-up with the Member to bring awareness regarding outreach, volunteering, and other activities.
  • Member Calls: – Answer incoming calls from the National Queue concerning homeowners, at-risk tenants, homebuyers, and others in an effective and professional manner. Ability to defuse tense situations and ease caller’s frustrations.
  • Resolve Issues:Work with Members to resolve issues.
  • Timely Response: Address calls in an effective and timely manner.
  • Member Portal Assistance: – Assist Members with access to their Member Portal including password issues.
  • Outgoing Calls: – Call homeowners, servicers/lenders, and others as needed. 
  • Email and Voicemail Responses: – Answer all emails and voicemails within 24hours.
  • Other Assignments: Complete any assigned projects as requested.

Advocacy in Support of NACA’s Mission

Participate in advocacy campaigns as needed. NACA continues its aggressive advocacy in fighting for economic justice for low to moderate income and people of color by addressing the racial wealth disparity gap and other issues. Employment with NACA requires ongoing participation in NACA’s advocacy, campaigns, outreach, community organizing, and other activities as determined by NACA. This includes supporting and actively promoting NACA’s tactics and mission of fighting for economic justice.  This is also important for NACA’s continued success and in expanding NACA’s purchase and other programs. NACA staff have a tremendous impact on the Members and communities they serve. For more information about NACA or its history and programs, visit


The Advocate must be able to meet the demands of the job that typically consists of 40 hours a week.  S/he must be flexible in his/her work hours, which will depend on NACA’s events, changing demand for NACA services and other factors.  NACA reserves the right to modify an Advocate’s work hours by increasing hours, reducing hours, changing shifts, and/or requiring weekend work. Such modifications may occur on short notice, including during an existing shift. 


The salary range is between $18 and $22+ per hour based on experience.  The candidate’s performance evaluation and future compensation is largely based on meeting the Job Responsibilities, Competencies and Skills stated herein.


  • Flexible, ready, and willing to address other functions, campaigns and activities as required by NACA, including travel.
  • High work efficiency by spending more than 85% of her/his time in NACA-Lynx or as adjusted by management (“Work Efficiency”), since nearly all NACA’s activities require work in NACA-Lynx. 
  • Not to engage in any time theft.  During work hours, the NSR is to be working and not engaging in non-work discussions and activities.  Non-work activities are done off site or in designated areas at times approved by management and not paid.
  • Always adheres to NACA’s standards of customer service for all NACA Members and to office professionalism including appropriate dress attire.


An NSR provides assistance to Members by phone from NACA’s National call queue and/or local offices.  An NSR must be able to perform the following tasks to perform the job responsibilities.

  • Sit for extended periods of time
  • Read computer screen/monitor for extended periods of time
  • Read complex documents
  • Answer a high volume of telephone calls, with a headset, for extended periods of time


NACA seeks leaders with a positive and open attitude, a strong work ethic, relentless commitment to success, attention to detail, and the ability to meet aggressive deadlines and ambitious goals. They are expected to have a high level of core competencies and skills as part of their personal characteristics and professional experiences in the following areas: communication, organizational skills, professionalism, customer service, time management, positive leadership, computer skills and mission driven. The Core Competencies & Skills are described in detail at


  • 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 the following:

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


Candidates can submit an application by selecting the Apply Button below.

NACA is an equal opportunity employer. Minority and bilingual individuals, particularly those who speak and write in Spanish, as well as second chance applicants are strongly encouraged to apply. To follow-up and for inquiries regarding this and other positions contact NACA’s HR Department at [email protected].

This job description is solely for descriptive purposes with NACA reserving the right to make unilateral changes to this job description. This job description does not constitute a contract for employment with employment at NACA on an “at-will” basis.


NACA has more than three million Members and 47 offices. NACA has established an outstanding record of success over four decades for its effective operations and aggressive advocacy against predatory and discriminatory lenders. NACA stands out in the following areas:

  1. Provides the best mortgage in America with no down payment, no closing costs, no fees, no mortgage insurance, at a below market fixed rate without consideration of one’s credit score;
  2. Is the largest and most effective HUD approved counseling organization;
  3. Has been on the forefront of fighting against abusive and discriminatory lending practices; and
  4. Saved more than 500,000 homeowners with an unaffordable mortgage from foreclosure during the mortgage crisis.