The Client Services Representative (CSR) is the primary contact between Trellis and external customers to ensure client satisfaction for the services being provided by the organization.  The Client Services Representative will also provide administrative support for the Homeownership Center which includes the Counseling & Education, Lending, and Realty lines of business. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• The Client Services Representative will assist with leads management for the Counseling, Education, Realty and Lending lines of business. 
• The Client Services Representative will triage all incoming inquiries (within 24 hours) from prospects to provide guidance (next steps) in the home purchase or foreclosure mitigation process.
• The Client Services Representative will assign client prospects to the appropriate staff in Lending, Realty, Counseling and Education. 
• The Client Services Representative track the prospects and generate reports as needed to management.
• The Clients Services Representative will manage up to 50 calls or emails a day in the Homeownership Center.
• The Client Services Representative will follow up with prospects who have inquired about services but are not moving forward in the home purchase process, to assess status.    
• The Client Services Representative will provide Department managers weekly reports on incoming leads and customer referral ratios. 
• The Client Services Representative will become certified in pre-purchase counseling with NeighborWorks® America within the national standard timeframe.  
• The Client Services Representative will provide daily support to reception area.
• The Client Services Representative will provide assistance to walk-ins for triage.
• The Client Services Representative will conduct random weekly phone customer service satisfaction surveys with prospects and clients and provide Management with weekly reports on survey results. 
• The Client Services Representative will thoroughly document and prepare complete client packages for Advisors/Counselors.
• The Client Services Representative performs all other duties deemed necessary by the Homeownership Center Manager, Director of Lending and Director of Real Estate. 

EDUCATION and/or EXPERIENCE

Associate Degree Preferred

Prior Mortgage Banking/Real Estate Experience Preferred.

LANGUAGE SKILLS

Equal proficiency in English and Spanish required.

Strong spoken and written communication skills.  Ability to read and interpret documents such as mortgage loan documents, disclosures and loan modification documents.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Send cover letter and resume to HR@trellisaz.org.