Homeownership Center Coordinator

Location

Cleveland, OH

Job : 637

# of Openings: 1

This is a hybrid position with 3 days per week in-office requirement (at minimum).

We are a growing non‑profit organization based in Cleveland, Ohio that offers its employees a comprehensive benefits package, opportunities to grow within the organization, and the ability to improve the communities we serve.

CHN is a highly seasoned, nonprofit affordable housing developer, housing service provider and residential mortgage lender that works with its partners to solve major housing challenges for low‑income people and under‑served communities. Through our partnerships we have developed over 7,000 affordable homes and each year serve over 60,000 families through a wide array of housing services. We work in Ohio and neighboring states, including Michigan, to preserve and expand affordable housing, and build equitable communities.

By investing in affordable housing we are investing in families, communities, and the economy. We are investing in the power of the permanent address.

Home ownership Center Coordinator will be an integral part of the Home ownership Center, acting as the first point of contact for many of the Center’s clients. The coordinator will route all referrals to home ownership education, mortgage‑readiness coaching, or the Believe Mortgage team, ensuring a seamless and positive client experience and that referrals reach a successful resolution.

Essential skills include strong communication, data entry, customer service, courtesy, empathy, and responsiveness.

This position pays $22.50 per hour (FLSA Non‑Exempt).

• Act as a professional ambassador for CHN’s values, mission, and standards, collaborating effectively to ensure seamless customer experience.
• Manage all Home ownership Center inquiries:
  • Provide live‑answer service to potential customers when possible.
  • Respond to all client and stakeholder emails or website inquiries within 24‑48 hours.
  • Enter all inquiry information into CHN’s Client Management System.
  • Categorize referrals based on client need and eligibility, and route appropriately.
  • Perform income calculations, verify credit information, and refer to other programs (e.g., free tax preparation) as needed.
• Assist Home ownership Center staff with pipeline management:
  • Perform routine follow‑up to keep clients engaged.
  • Follow up with program graduates for long‑term success.
  • Complete administrative tasks as assigned by supervisor and program leadership.
• Represent CHN Housing Partners and the Home ownership Center at outreach events.
• Assist the Class Instructor with class facilitation and administration.
• Complete other tasks as assigned.

Required

• High School Diploma or equivalent.

• 1‑3 years’ experience in a similar field, preferably in a live‑answer call center role or a customer‑facing banking role.
• Proficiency with Zoom Phone System.
• Proficiency in Microsoft Office.
• Proficiency in web‑based tools and applications.

• Prior experience using Salesforce.
• Exceptional verbal and written communication skills.
• Strong attention to detail and critical thinking.
• Demonstrated customer service and professional interaction.
• A responsive, service‑first approach, responding patiently and promptly to customers and stakeholders.
• Ability to prioritize duties and adapt quickly to changing requests.
• Reliability and punctual attendance consistent with business hours.
• Ability to work alone and with a team.
• Ability to work at home, off‑site, and/or in the office (hybrid).

• Ability to perform essential job functions consistent with ADA, FMLA, and other standards.
• Regular and punctual attendance consistent with ADA, FMLA, and other standards.

• You want to make a lasting difference in the community.
• Opportunities for on‑the‑job training and/or professional development.