Client Navigator

  • Full Time
  • Fowler
  • In-Office

Website Total Concept

A Housing and Community Development Corporation

POSITION: Client Navigator
DEPARTMENT: Housing Stability Services

This position will perform duties and responsibilities in Loan Processing and Housing Counseling services, including required clerical activities specific to the position as needed. Loan Department duties to include loan processing of Housing Rehabilitation and USDA-RD 502 loan,
including management of waiting list. Housing Counselor duties will include preparation and delivery of Home Buyers Classes, foreclosure counseling and credit repair counseling. General clerical duties will include front desk customer service, filing and other daily office routines.
Direct Assistance duties will include case review, approval, and case management to provide rental and mortgage assistance payments.


❖ Processing of loan files for Housing Rehabilitation loans
❖ Packaging of USDA-RD 502 Direct Loans
❖ Assist customers with completing applications for loans
❖ Gathering submittals documents for loan approval
❖ Work with and coordinate with other TC staff and stakeholders in loan processing activities
❖ Assist TC in all developing additional Loan Products, and process/package
❖ Meet weekly production quotas

❖ Participate in training programs to become knowledgeable for delivery all of counseling programs.
❖ Responsible for delivery of services to all areas of the region for counseling intake and to work as a “circuit rider” of these services to areas of Bent, Crowley and Otero Counties.
❖ Responsible for providing on-going counseling sessions necessary to assist applicants in obtaining loan approval to meet Financial Fitness requirements to meet NWA and
HUD Standards
❖ Responsible for intake information necessary to receive counseling services at TC.
❖ Have knowledge of information and processing for all phases of foreclosure and loan modification applications as required to meet HUD Standards
❖ Become knowledgeable of eHome, eMoney and eForeclosure services
❖ Meet weekly production quotas

❖ Handle submitted cases that include collecting information from vendors and applicants
❖ Keep files moving in a timely fashion
❖ Send cases in for final approval, deny necessary files, and keep detailed audit logs of cases progress
❖ Meet weekly production quotas

❖ Overlook, audit, and approve Case Reviewer’s cases
❖ Train and provide staff oversight
❖ Help keep team motivated and on track with quotas

❖ Target applicants that have low technology access and/or skills, including non-English speakers, that make the application difficult to complete. Work one-on-one with clients to assist with completing the submission of a file.
❖ Work with cases that are referred to TC by DOH and/or other contractors, along with coordinating with the landlords. Our goal is to get the applications started, cases submitted and into the system where they can receive the help they are needing.
❖ Handle and file paper documents, texted documents, and emailed documents, and be available by phone, in person, and email.
❖ Meet weekly production quotas

❖ Visitors checking in at front desk are to be announced to appropriate staff member by name, either by telephone or advising staff member in person.
❖ Post customer payments and disbursements as needed in the GMS Loan Servicing Program
❖ Receive customer payments
❖ Organize and maintain office, Board room, and kitchenette on a daily basis.
❖ Maintain client files for insurance compliance.
❖ Filing of documents for loan files.
❖ Other duties as assigned

❖ Ability to learn and adapt to extensive, complex rules, regulations and functions related to TC and Grantor guidelines such as HUD, RD, NWA, CHFA, FHA, etc and
apply them to daily responsibilities, procedures and policies.
❖ Possess strong organization and communication skills, ability to plan and organize workload.
❖ Ability to collect pertinent and detailed data from a wide variety of sources, maintain detailed, thorough and accurate files.
❖ Knowledge of routine office procedures, English grammar, usage and spelling.
❖ Ability to utilize word processing, spreadsheet, database and other computerized programs.

❖ Ability to communicate complex program information and requirements to a diverse public and be sensitive to the needs of clientele.
❖ Ability to maintain confidentiality; exercise good judgment; communicate effectively orally and in writing.
❖ Operation of standard office equipment, including PC or computer terminal, word processing, 10-key calculator, phone, copy machine, fax machine.
❖ Ability to work cooperatively and professionally with clients and co-workers.
❖ Ability to communicate effectively verbally and in writing.
❖ Willingness to carry out assigned projects to their completion.
❖ Willingness to learn new software programs as needed.
❖ Ability to communicate in Spanish desired, but not required.
❖ Maintain a current Colorado Drivers’ License.

❖ High School diploma or equivalent; or any equivalent combination of education,
experience, and training that provides the required knowledge, skills and abilities.
❖ Ability to learn residential lending process

The physical described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform all essential functions.
While performing the duties of this job, the employee is frequently required to sit for long periods of time; occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

HUD Certification preferred

To apply for this job please visit

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