HECM Client Services Associate

Offer comprehensive assistance to homeowners, resolving inquiries within 24-48 hours and ensuring high satisfaction. Respond to phone call inquiries from homeowners and residents, providing accurate information about HOA processes and procedures. Support Community Association Managers (CAMs) with in-office assistance and coverage during absences. Ensure compliance with HOA policies and procedures by guiding residents on processes and procedures. Address and resolve resident informational inquiries, complaints or issues promptly and effectively, escalating complex matters to the Manager or relevant department. Coordinate clubhouse rentals, handling bookings, inquiries, payments, and logistical arrangements. Support the creation and proofing of electronic communications such as eBlasts, newsletters, and announcements. Manage inquiries related to community gates and oversee the mailing of gate devices, ensuring accurate billing. Assist in lease processing and conduct background checks for new tenants, ensuring thorough documentation and processing. Foster positive relationships with residents; (1) by maintaining a professional and approachable demeanor, (2) by actively listening, (3) by addressing their concerns, (4) by providing the next steps, and (5) by following up with them to make sure the purpose or the call (situation/issue/need) was completely resolved. Maintain accurate and up-to-date records of resident inquiries, complaints, issues, and resolution(s) in the database and/or software. Perform any additional duties within the scope of the Client Services Associate and as assigned by the manager. Qualifications: High school diploma or GED Equivalent. Previous customer service experience is a plus. Computer skills necessary. Knowledge and application of computer skills and Microsoft Office. Excellent verbal and written communication skills. Education Required High School or better Skills Required Problem Solving Strong work ethic Oral and written Communication MS Office Preferred MS Excel Behaviors Required Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Dedicated: Devoted to a task or purpose with loyalty or integrity Motivations Preferred Growth Opportunities: Inspired to perform well by the chance to take on more responsibility Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.