HECM Client Services Associate
Summary
Provides customer service and administrative support for a home equity conversion mortgage (HECM) program, handling resident inquiries, compliance requests, and record-keeping in a community association management context.
- Responds to homeowner, board member, and vendor inquiries by phone, email or portal in a professional and timely manner
- Assists with processing architectural requests, compliance questions, account inquiries, maintenance requests, and general association inquiries
- Supports community managers with administrative tasks and client communications
- Maintains accurate homeowner, property, and association records in the CINC system
- Serves as the residents' first point of contact and responses promptly and professionally
- Cultivates strong relationships with clients by demonstrating proactive communication, attentiveness to their needs, and a commitment to exceptional service delivery
- Addresses client concerns and issues promptly, escalating complex matters to appropriate stakeholders for resolution
- Solicits feedback from clients regarding their onboarding experience and uses insight to continuously improve our client transition process
Qualifications:
- High school diploma or GED Equivalent
- Experience in customer service, administrative support, or related office environment required
- Strong verbal and written communication skills
- Proficiency with Microsoft Office, email and general office technology
- Property management, association management, or HOA industry experience preferred