Renovations Post-Closing Legal Advocacy Advocacy NACA STAFF PROFILE: POSITION SUMMARY:

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1 SALARY RANGE: $40,000 - $60,000+ FLSA: Exempt LOCATION: Charlotte, North Carolina CONTACT: HR Department: hr@naca.com BENEFITS: Excellent single/family health and dental PPO, 80% employer contribution & 401K. Website: NACA OVERVIEW: NACA, the Neighborhood Assistance Corporation of America (naca.com), is the most exciting and growing organization to be a part of in the country. NACA is a high-profile organization whose programs and advocacy are frequently featured in the national, international and local media including the Wall Street Journal, ABC, Fox, CNN, the Boston Globe, the Washington Post and many others. We are a national non-profit homeownership, HUD-certified housing counseling and community advocacy organization. Started in 1988, NACA has a tremendous track-record of successful advocacy against predatory and discriminatory lenders. Presently, NACA is the largest and most effective housing services and advocacy organization in the country. We are rapidly expanding our 40+ local offices and a national call center, and hiring for existing and new offices nationwide. NACA is also increasing the services to its customers. NACA s confrontational community organizing and unprecedented homeownership programs have set the national standard for assisting low- and moderate-income people achieve the dream of affordable homeownership. NACA s success is a result of its aggressive, confrontational advocacy. NACA has taken on campaigns against some of the most powerful companies and individuals and has won. These have been longterm campaigns, some lasting more than four years. NACA has won victories against Fleet Bank, Ford, The Associates, First Union, Senator Phil Gramm, Chase, HUD, NeighborWorks and others. NACA has revolutionized mortgage lending with its mortgage services and advocacy. NACA continues to this day its aggressive advocacy against predatory lenders and the fight for economic justice. NACA has established the national standard for its homeownership programs. The NACA programs are structured through a state-of-the-art, web-based, paperless client management, processing and underwriting software called NACA Lynx. NACA provides comprehensive counseling for many of the following NACA s programs: Purchase For homebuyers who will be owner-occupants. The Purchase Program makes affordable homeownership a right for homebuyers who adhere to NACA s requirements and processes. By basing its mortgage underwriting criteria on homebuyers overall circumstances and not traditional risk-based pricing or credit scores, NACA provides broad access to its Best in America mortgage that is, a mortgage with no down payment, no closing costs, no fees, and no requirement for perfect credit that is always at a below-market, fixed interest rate (go to naca.com for the current rate). Everyone gets the same incredible terms, including the below-market interest rate, regardless of their credit scores or other factors. NACA has $13 billion in mortgage commitments from the country s largest lenders to fund Best in America mortgages. Virtually 100% of NACA Qualified customers are approved and funded. Home Save For homeowners with an unaffordable mortgage. Started in 2007, NACA s Home Save Program has become the largest and most effective program in providing affordable solutions and has provided such solutions to over two-hundred-thousand at-risk homeowners nationwide. NACA has been able to restructure unaffordable mortgages by permanently reducing interest rates Page: 1

2 to as low as two-percent and reducing outstanding principle balances to achieve affordable mortgage payments. NACA has legally binding agreements with all the major servicers and lenders requiring them to provide through NACA the best solutions for at-risk homeowners. Renovations For Purchase Program homebuyers whose property is in need of repairs. NACA s Home and Neighborhood Development ( HAND ) Department guides homebuyers through the repair and renovation process. Post-Closing For Purchase Program homeowners who have experienced unforeseen financial difficulties. NACA s Membership Assistance Program ( MAP ) provides services for NACA homeowners especially those delinquent on their NACA mortgage with assistance including mortgage modifications, payment agreements and financial assistance to help avoid foreclosure. Legal Advocacy For NACA Members and other primarily low and moderate income residents who have been financially exploited, NACA s legal team pursues remedies where there has been a pattern of abuse including fraudulent modification companies and others. Advocacy For NACA Members and primarily low and moderate income people and communities. NACA has revolutionized mortgage lending with its homeowner advocacy. NACA continues to fight for affordable homeownership, advocate against predatory lenders and fight for economic justice. NACA STAFF PROFILE: NACA staff has a passion for and commitment to community advocacy and the delivery of excellent services to working people. While advocacy campaigns are an important part of everyone s work at NACA, staff spends the majority of their time providing comprehensive housing services to low- and moderate-income people through NACA s Purchase and Home Save Programs. NACA offers tremendous opportunities for job growth and career development. NACA has a strong track record of promoting from within and rewarding hard work. NACA seeks staff with a positive and open attitude, a willingness to work hard, and the determination to achieve NACA s mission. NACA is an equal opportunity employer and strongly encourages minorities and bilingual people to apply. POSITION SUMMARY: The Team Lead is responsible for the supervision of staff providing direct services in NACA s Counseling Center in Charlotte North Carolina. The services provided by the staff overseen by a Team Lead include Housing Counselors, Member Advocates, MAP (Membership Assistance Program) Counselors, Escalation Team or others. The Team Lead would oversee between ten and thirty plus staff depending on the demand of services, and the complexity and uniqueness of the services provided. The Team Lead must have extensive experience in the work provided by the staff they oversee and is considered the go-to person in addressing questions and resolving issues. The Team Lead undertakes day-to-day supervisory duties in relations to ensure the application of the NACA standard of consumer services by providing leadership and direction. S/he is responsible for the productivity, quality of work, and overall supervision of the staff they supervise. S/he spends the majority of the time walking the area where their staff are located to address issues and manage the activities. The Team Lead also conducts weekly staff meetings to ensure company information is shared in a timely and effective manner and goals are being met. S/he reports directly to the Counseling Center Director, works closely with the local H.R. staff person and national staff, and adheres to directions of NACA s CEO and national management. JOB RESPONSIBILITIES: This is a managerial position requiring implementation of Company policy and procedures and where necessary providing direct services. The Team Lead must ensure that staff are productive by ensuring enough work, and during down times have other needed projects and work to be completed (i.e. no idle time and high work efficiency). Page: 2

3 Supervise office staff: Directs the day-to-day operations of the staff by overseeing and prioritizing activities as per policies and direction. Ensure that staff adheres to work hours with everyone on time and ready to work at designated start time, high work effectively, and do not exceed scheduled end time. Schedule, manage and enforce overtime in coordination with national management which must be pre-approved in writing with stated deliverables per policies. Ensure the productivity of staff by having high work efficiency where the staff person spends over 80% of their time in NACA-Lynx or phone calls during their work time or as adjusted by national management ( Work Efficiency ). Staff need to have a high Work Efficiency since virtually all of NACA s activities require work in NACA-Lynx. Also eliminate idle time where the staff person is not in NACA-Lynx for an extended period of time requiring an explanation ( Idle Time ). Eliminate time theft. During scheduled work time staff are to be working and not engaging in nonwork discussions and activities. Non-work activities are done off site or in designated areas at time approved by the Team Lead or national management and not paid. Ensure that all office staff adhere to NACA s standards of customer services for all NACA customers and adhere to office professionalism at all times including appropriate dress attire. Operations of the Team: Ensure that the work area is physically organized and that staff has all supplies necessary to render services and all equipment and systems are working effectively. Phones answered promptly and professionally per policies. Staff have sufficient volume of calls, appointments, and other work without down time or Idle Time. Scheduling and confirmation of appointments as appropriate for job responsibilities. Ensure effective administrative and clerical functions. Human Resources Functions: Identify and address staff issues including but not limited to performance, time and attendance, dress code and other work issues. Review any time adjustments and provide appropriate adjustments to H.R. for proper Payroll processing. Review and approve, as authorized, PTO requests with approvals adhering to national policy and staffing needs. Conduct disciplinary actions in timely manner (verbal, written, and termination) and provide advice as appropriate on how to improve. Ensure new staff on team are properly processed and trained. Other Primary Responsibilities Work with department directors, national staff and others to coordinate services, obtain information, and follow-up. Work with Counseling Center Director and other national staff on administrative, operational and productivity issues. Participant and assist in national and local advocacy campaigns. Other duties as assigned. B. TIME DEMANDS: a. Must be able to meet the demands of the job that consists of 50 to 60 hours a week: a. Typical day: 1. Day Shift: 8:00 a.m. to 6:00 p.m. 2. Evening Shift: 1:00 p.m. to 10:30 p.m. b. Work weekends during American Dream Events and other activities c. Other time as needed Page: 3

4 C. COMPENSATION: Given the supervisory and other responsibilities, this is an exempt position. The base pay is between $40,000 and $60,000+ depending on the responsibilities, experience, skills of the candidate, and other factors. The Team Lead s performance evaluation and future compensation is largely based on meeting the above requirements, providing the competencies stated below, and the effectiveness of the Team Lead s staff in achieving and exceeding service goals and requirements. Additional compensation will be considered with being licensed as a Mortgage Loan Originator and other related. Credentials. NECESSARY COMPETENCIES AND SKILLS: The following skills are necessary to be effective as a Team Lead and NACA requires two years (if not more) of job experience or in other settings demonstrating competence in these skill areas. Staff Leadership/Development: Demonstrates strong management by being aware of activities and keeping up to date with on-going initiatives to provide the most effective customer services and ensure staff performance. This includes effective conflict resolution skills and directing the staff in a fair and supportive manner. Ensures that human resources policies, procedures, and practices are consistently applied as well as the communication that occurs consistently with direct reports. Customer Service: An effective Team Lead must have a highly developed sense of integrity and commitment to customer satisfaction, as well as strong interpersonal skills to provide top-level customer focused services at all times. He/she must also be able to understand, anticipate and address customer needs and handle customer concerns in a sensitive and professional manner. Organizational Skills: An effective Team Lead must be detail-oriented and well organized, as well as able to work under pressure, prioritize, schedule and handle a fast-paced, challenging workload. He/she must also be able to handle and keep multiple tasks moving toward completion for multiple persons consistently and effectively including using electronic reporting and other tracking mechanisms. Computer Skills: Since NACA utilizes a computer-based paperless process, an effective Team Lead must demonstrate strong computer skills, including data entry, document scanning and other related skills. Communication: An effective Team Lead must be able to communicate effectively as a speaker and a listener, both verbally and in writing, with co-workers, members and staff at other agencies/organizations with the utmost sensitivity to confidentiality. He/she ensures that the communication from them and others are understood. Since he/she works with private information, and must have a need to know work ethic. An effective Team Lead must also be an educator who appropriately persuades and influences, and who readily shares information or knowledge needed by others. He/she must utilize communication technology appropriately and only for business purposes. Professionalism: An effective Team Lead must adhere to direction as presented by management, adjust to changes on short notice, work diligently to achieve goals, take responsibility for own actions/work product, be amenable and perform all job duties as assigned, and be able to work flexible hours as dictated by work volume. He/she must, at all times, treat others fairly, consistently, and with dignity regardless of the difficulty of the situation in a manner that displays clear professional boundaries. An effective Team Lead must also demonstrate courtesy, consideration and appreciation for others (please and thank you) and always be ready to resolve conflicts constructively, directly and personally. The Team Lead must further demonstrate dependability and the ability to work both independently and on a team with an understanding of his/her own strengths and weaknesses as well as when to seek assistance. Time Management: An effective Team Lead must arrive at work on or before the scheduled hour and be one of the last to leave having completed the required tasks. He/she must manage time effectively, not procrastinate, not avoid tasks and complete assigned duties within specified time Page: 4

5 limits and in an accurate manner. This includes arranging and supervising appropriate schedules and time limits for other staff to ensure maintenance and completion of required duties with no or minimal overtime. Team Focused: An effective Team Lead must demonstrate energy, enthusiasm and dedication to NACA s mission of neighborhood stabilization and advocacy. An effective Team Lead must also place the NACA team s goals ahead of his/her own and be able to work cooperatively with others by bringing new ideas and energy to the group and actively supporting team decisions once they are made. He/she must be viewed by others as approachable. Positive Leadership: An effective Team Lead must lead and influence others by example taking pride in his/her job, remaining open to new ideas and demonstrating a can do attitude particularly when challenged by obstacles. He/she must perform duties in a manner that results in meaningful and positive outcomes by being flexible, soliciting feedback from his/her colleagues, offering constructive criticism and implementing plans for self-improvement. An effective Team Lead maintains a positive work environment while remaining alert to potential risks, concerns and violations. S/he will take action to report these to appropriate national manager(s) including NACA s CEO with the understanding that they affect the organization which requires such reporting and cannot be considered as throwing someone under the bus. He/she must further conduct him/herself in a highly ethical manner strictly adhering to established internal guidelines, regulations and standards of conduct and in a manner that will lead others to see him/her as someone who always does the right thing. Advocacy: An effective Team Lead must support and enthusiastically engage in NACA s advocacy. This requires that s/he leads by example in any campaigns, actions or community issues that NACA is engaged in. The Team Lead must also support and defend the organization s philosophy, tactics and impact with those critical of or opposed to NACA. QUALIFICATIONS: A. EDUCATION: a. B.A. or B.S. Preferred b. High School Graduate or Equivalency Required c. Completion of NACA Home Save and Purchase training with high passing score. d. Mortgage and/or real estate courses Highly Preferred B. EXPERIENCE: a. Three years of management and supervisory experience. b. Two years of more working in NACA s Counseling Center or other positions in NACA. c. Strong computer skills. d. Mortgage brokerage, origination, processing and/or counseling Highly Preferred. e. Real Estate brokerage experience and/or knowledge - Preferred. C. LICENSES: While licenses are not required, a Mortgage Loan Originator ( MLO ) license provides important knowledge and credentials. NACA encourages Team Leads to have an MLO license and will consider preferences in hiring and higher compensation for such staff. NACA will provide assistance to facilitate the education and exam process, and pay the costs of obtaining and maintaining a license so long as he/she complies with all applicable licensing deadlines and requirements. D. CANDIDATES AND APPLICATION PROCESS: Candidates fluent in Spanish and other languages and minority candidates are encouraged to apply. All applicants must complete an in-depth application on-line in the jobs section at Page: 5