Intake / Triage Specialist

Summary: The Intake/Triage Specialist serves as the primary point of contact and frontline representative of cdcb’s Homeownership Department. This position plays a critical role in delivering a positive and professional first impression to clients and community members by providing accurate information, timely assistance, and exceptional customer service. The Intake/Triage Specialist is responsible for assessing client needs, guiding prospective applicants through the initial stages of the homeownership and counseling process, and ensuring individuals are appropriately referred to internal programs and services. This role requires the ability to clearly explain program eligibility, application requirements, and next steps while supporting clients in gathering documentation and initiating their application.

Essential Duti e s a nd R e s po n sibilities

• A nswer incoming phone calls, greet walk-in clients, and respond to basic inquiries in a professional and welcoming manner
• Provide clear and accurate information on CDCB housing programs, including mortgage loans, down payment assistance, and HUD housing counseling services
• Explain the mortgage loan application process and next steps to prospective clients
• Assist clients with starting applications and understanding required documentation
• Provide hands-on assistance to clients in completing intake forms and online applications, including troubleshooting access or technology barriers
• Set up appointments with the counselors
• Proactively contact new applicants to request missing documents and schedule counseling appointments duti e s as assigned.
• Accurately enter client information into CDCB databases and reporting systems
• Assess client readiness (income, credit, documentation) to appropriately triage to counseling, lending, or other services
• Monitor intake pipeline to ensure timely follow-up and prevent application drop-off
• Assist in the homebuyer education classes
• Participate in community outreach events, workshops, and local events to promote CDCB services
• Distribute informational materials and answer general questions from the public
• Represent CDCB professionally in the community and assist with increasing program visibility

Supervisory Respo n sibil i ties: Th i s p osi t ion d o es not super v ise other s .

Qualifications: T o p e rfo r m th i s j ob suc c es s fully, a n i n dividu a l mu s t be able t o p e r form e ach essential d uty satis f actor i ly. The requ i r e ments l isted b elow are r e prese n t at i ve of the kn o w l e d ge , skill, an d / or a b i l i ty re q u i r e d.

Educati o n/ E x p eri e nce H i gh Sc h o o l Diploma or general e d ucation d e g r e e (GED) or h i g h e r; and one t o three mon t hs re l ated e x p eri e nce a n d / o r t r a i n i n g ; o r e q u iva l e nt c o mbination of education a n d e x perience.

L an g u a g e A b ility Ability to r e ad and interpret documents s uch as ru l e s, inst r u c t io ns, and procedure manual s. Ability to w r ite r o utine r e p o r ts and cor r esp o n d ence. Ability to s p eak ef f e c t i v e l y b e f ore g roups of customers or e mployees.

Must be f l u en t in S p a n i sh .

Math Ability Ability to c a l culate mo n thly and an n u a l i n c ome for p art ic ipants.

Reasoni ng A bility Ability to s o l ve p rac t ical pr o blems a n d d eal w i t h a va r i e ty of concrete va r iables in s it u ations whe r e o nl y l i mited standar d iza t ion exists. Ability to interpret a vari ety of instructions fu r ni s hed in w r i t t e n, ora l , d i a gra m , o r sche d ule f orm.

Compute r Sk i lls Knowledge of M i crosoft O f f i c e, and e m ail.

Certi f icates a nd L i censes None r e q u i re d .

Work Enviro n ment: The w o rk e nv i ro n m en t cha r acteri s tics desc r ibed h ere ar e represen t at i ve of t hose a n emp l o y ee e n co u n ters whil e per f ormi n g the es s e n t i a l func t io ns of th i s job. Reas o n a ble acc o mmod a tions may be made t o enable i n dividua ls w ith d i s a bilities t o p erform t h e essen t i a l funct i o ns.

Th i s posit i on is in a sta n da r d of f ice enviro n ment wi t h des k top b u s iness equipm e nt a n d freq u ent te l ephone c a ll s. N oise level is m o d e ra t e.

Phy s ical Deman d s: The physic a l demands d es c ri be d h ere a r e repres e nta t i v e of those th a t m u st be m et by a n e m ployee to succes s fu l ly p erform t h e essen t ial funct i o ns of t his j o b . R e a so n a b l e accommodations may be m ade t o enable indiv i duals w i th disabiliti e s t o perform t he es s e n tial functions.

Compensation and Benefits

• Salary – $35,000
• Bonus – Based on production goals met
• 100% of premium for health, vision and dental benefits paid by cdcb.
• Life Insurance
• 401K retirement plan (no match required)
• 16 paid holidays
• Vacation Days - Based on Length of Service
• Personal Days - Based on Length of Service cdcb IS AN EQUAL OPPORTUNITY EMPLOYER