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Client Relations Program Specialist

2 months ago

Chicago, Illinois, United States Neighborhood Housing Full time
Position Overview

The Client Relations Program Specialist plays a crucial role in supporting various departments within Neighborhood Housing by facilitating the integration and oversight of program-related initiatives. This role is primarily focused on enhancing the client experience, which encompasses initiating communications, organizing appointments, managing documentation, and overseeing client data to ensure compliance with program eligibility standards.

The specialist will handle inquiries through calls, emails, and in-person interactions, diligently managing daily program intake data as part of the client engagement strategy. A proactive mindset is essential for this position, as the specialist will strive to enhance operational efficiency and make recommendations for optimizing program workflows.

Key Responsibilities
  • Develop a comprehensive understanding of all Neighborhood Housing services, products, and partnership initiatives.
  • Utilize established communication protocols to effectively convey the features and benefits of Neighborhood Housing programs, fostering client engagement.
  • Serve as the primary point of contact for inquiries regarding services, referrals, and appointment scheduling.
  • Respond promptly to client inquiries and requests, assisting in appointment setups and ensuring all necessary documentation is collected for program eligibility.
  • Manage the organization and intake of authorizations and documentation from clients for assigned programs.
  • Guide clients in accurately entering their contact and financial information into the client management system, ensuring compliance with audit requirements.
  • Analyze data entered into the system for accuracy, addressing any discrepancies with relevant staff.
  • Assess client situations to determine appropriate next steps and provide necessary information and referrals.
  • Exhibit active listening and empathy while guiding clients through the services process.
  • Conduct outbound outreach campaigns as required for various programs.
  • Generate correspondence to collect additional client information for surveys and outcome measurements.
  • Collaborate with leadership and colleagues to coordinate and administer programs across various offices.
  • Support marketing and outreach initiatives, including event setup and facilitation of workshops.
  • Perform additional duties as assigned.
Qualifications

Education:

  • High School Diploma required; Associate or Bachelor's degree preferred, or an equivalent combination of education and experience.

Experience:

  • Minimum of 2 years of extensive administrative or office management experience.
  • Ability to work independently and demonstrate problem-solving skills.
  • High level of discretion and maturity in handling confidential information.
  • Excellent customer service skills, both in-person and over the phone.
  • Strong organizational skills with the ability to prioritize multiple tasks.
  • Effective communication skills, both verbal and written.
  • Proficiency in MS Word, Excel, and Outlook; advanced Excel skills are a plus.
  • Experience with Salesforce or similar CRM systems is advantageous.
  • Experience in non-profit or affordable housing sectors is a plus.
Competencies
  • Bilingual abilities (English and Spanish) are a plus.
  • Strong problem-solving skills with the ability to analyze information effectively.
  • Team-oriented mindset that contributes to a positive work environment.
  • Adaptability and flexibility in a dynamic work setting.
  • Strong planning and organizational skills.
Work Environment

The work environment is representative of typical office settings, with moderate noise levels. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

Immunization Policy

Neighborhood Housing has a COVID vaccination policy that requires testing for employees working in office environments. Compliance with this policy is necessary to ensure the health and safety of the workforce.

Remote Work Policy

The Client Relations department operates on a hybrid schedule, requiring a minimum of two days in-office attendance for team meetings and essential activities.