国家服务代表

多个地点

 

COMPENSATION RANGE:  $18 to $22+ per hour

FLSA:  Non-Exempt

NACA OFFICE LOCATIONS: Boston, Baltimore, Baton Rouge, Buffalo, Memphis, Kansas City,

    Rochester, Sacramento, Worcester, Charlotte, Atlanta (bilingual), and Miami (bilingual)   

CONTACT: 工作@naca.com

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

WEBSITE: www.naca.com

NATIONAL SERVICES REPRESENTATIVE (“NSR”)

The National Services Representative (“NSR”) is responsible for scheduling counseling appointments, addressing questions, resolving issues concerning NACA’s operations and providing local office support.  The NSR spends most of their time answering calls on NACA’s heavily utilized national call queue.  NSRs located in a local NACA office, also provide services to Members and others who visit the office. The NSR also participate in making outbound calls for campaigns and outreach when not receiving National Queue calls.

NSR 必须是一个问题解决者，有学习的心态和灵活性。他/她将利用这些技能主动解决会员的问题和顾虑。 NSR 必须了解 NACA 的计划，并充分理解 NACA 的政策和程序手册，以便及时有效地解决来电者的问题。在 NSR 无法立即解决问题的情况下，NSR 可能需要直接将 NACA 工作人员与会员联系起来，以解决问题或获取必要的信息。 NSR 跟进来电者以提供解决方案或确认工作人员已解决问题且会员满意。如果 NSR 遇到员工或部门的重大问题，NSR 必须与适当的经理或国家管理层一起解决这些问题。 NSR 必须在成员的叙述中记录所有问题、回应和结果。通过建立适当的期望以通过有效的沟通和结果解决问题，在整个过程中听取成员的意见至关重要。

JOB RESPONSIBILITIES

NSR 必须每天完成以下任务：

Main Responsibilities

  • 会员服务电话 – 以有效和专业的方式接听来自国家队列的来电。能够化解紧张局势并缓解会员的沮丧情绪。
  • 解决问题——与会员合作解决会员问题。查看 NACA-Lynx 中的成员文件。在 NACA-Lynx 的会员叙述中记录所有会员问题和解决方案。
  • 及时响应：及时有效地处理呼叫。
  • 约会 – 为所有 NACA 部门的成员安排约会。
  • Web-file Assistance – Assist Members with access to their Member Portal including password issues.
  • 记录投诉 – 在 NACA-Lynx 中输入信息，识别成员和工作人员、投诉主题、描述和解决方案。
  • 拨出电话 – 根据需要向会员拨出电话。
  • 电子邮件回复 - 从指定的电子邮件跟进列表中回复所有电子邮件。
  • Questions – Stay up to date with NACApedia (i.e., NACA’s policies & procedures) for pertinent information to address questions with an appropriate consistent response.  
  • 外展 – 通过召集会员、教会领袖、企业、政治家和社区领袖来协助宣传和外展活动。 
  • 其他职责 - 分配。

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 www.naca.com.

TYPICAL DEMANDS

NSR 必须能够满足通常每周工作 40 小时的工作要求。他/她的工作时间必须灵活，这取决于 NACA 的活动、对 NACA 服务不断变化的需求和其他因素。 NACA 保留通过增加工作时间、减少工作时间、改变班次和/或要求周末工作来修改 NSR 工作时间的权利。此类修改可能会在短时间内发生，包括在现有轮班期间。典型的工作时间是：工作日上午 8:30 至下午 5:30，除非需要或批准，否则不需要加班或加班需要有限。在 NACA 的活动（主要发生在五天以上，包括周末）和其他活动期间，NSR 可能需要增加以下工作时间，具体取决于 NACA 的判断。

COMPENSATION

The salary range is between $18 and $21+ 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.

PERFORMANCE

  • Flexible, ready, and willing to address other functions, campaigns and activities as required by NACA, including travel.
  • 通过在 NACA-Lynx 上花费超过 85% 的时间或由管理层调整的高工作效率（“工作效率”），因为几乎所有 NACA 的活动都需要在 NACA-Lynx 中工作。 
  • 不从事任何时间盗窃。在工作时间，NSR 将工作，而不是参与非工作讨论和活动。非工作活动在管理层批准的时间在场外或指定区域内进行，并且不支付报酬。
  • Always adheres to NACA’s standards of customer service for all NACA Members and to office professionalism including appropriate dress attire.

PHYSICAL DEMANDS / WORK ENVIRONMENT

NSR 通过电话从 NACA 的全国呼叫队列和/或当地办事处向会员提供帮助。 NSR 必须能够执行以下任务才能履行工作职责。

  • 长时间坐着
  • 长时间阅读电脑屏幕/显示器
  • 阅读复杂的文档
  • 使用耳机长时间接听大量电话

JOB QUALIFICATIONS

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 核心能力和技能 are described in detail at www.naca.com.

Education

  • BA 或 BS – 首选
  • 高中毕业或同等学历 - 必需
  • 抵押贷款和/或房地产课程——首选

经验

At least two years demonstrating some or all the following:

  • NACA 家庭储蓄和购买计划的经验和知识。
  • 呼叫中心体验
  • 咨询或社会工作，例如学校指导
  • 按揭经纪、发起和/或处理
  • 教育（即教学）
  • 减损

申请流程

Applicants 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.

关于纳卡

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.