Homeownership Program Support Specialist at Habitat for Humanity Tampa Bay Gulfside – Clearwater, Florida

Classification

Full-time, Exempt, Salary

Remote: No

Typical hours of work: 9:00 AM – 5:00 PM; Monday - Friday

Reports to

Executive Vice President

Job Summary/Objective:

The Homeownership Program Support Specialist plays a critical role in supporting the prequalification and intake process for the organization’s homeownership program. This position provides high-touch customer service to applicants, analyzes prequalification information in accordance with organizational standards, assists individuals who do not initially qualify with guidance and next steps to improve eligibility, and supports the application team through administrative, presentation, and partnership coordination duties. This role is applicant-facing, detail-oriented, and requires strong analytical skills, sound judgment, and the ability to explain eligibility outcomes clearly and compassionately.

Duties/Responsibilities:

· Applicant & Customer Support

o Serve as a primary point of contact for homeownership program applicants via phone, email, and written communication

o Provide clear, accurate, and compassionate guidance to applicants throughout the prequalification process

o Answer questions related to application requirements, documentation, timelines, and eligibility criteria

o Ensure applicants receive consistent, professional, and respectful service

· Prequalification Review & Analysis

o Review and analyze prequalification applications to ensure alignment with established organizational policies, program guidelines, and eligibility standards

o Assess applicant information including income, household composition, documentation completeness, and other prequalification factors

o Identify inconsistencies, missing information, or potential eligibility concerns and communicate required next steps to applicants

o Apply organizational standards consistently and document determinations clearly within internal systems

o Escalate complex or exception-based cases in accordance with internal procedures

· Eligibility Support & Applicant Guidance

o Clearly explain prequalification outcomes and eligibility gaps to applicants who do not initially qualify

o Identify actionable steps to assist applicants in improving eligibility

o Refer applicants to appropriate internal resources or follow-up support

o Track applicant progress and conduct follow-up as appropriate

· Administrative & Application Team Support

o Support the application team with file organization, document review, data entry, and application tracking

o Maintain accurate records while ensuring confidentiality of sensitive applicant information

· Presentations & Program Support

o Assist with preparing presentations, outreach materials, and program documentation for applicants, internal stakeholders, and external partners

o Support workshops, information sessions, and employer-facing events as needed

· Employer Referral & Partnership Support

o Assist with onboarding and communication for employer referral partners

o Coordinate program materials and respond to referral inquiries

o Serve as a knowledgeable point of contact regarding the prequalification process

Required Qualifications:

· Strong customer service and interpersonal skills

· Demonstrated ability to analyze applicant information and apply standardized eligibility criteria

· Excellent verbal and written communication skills

· High attention to detail and strong organizational ability

· Ability to handle sensitive financial information with discretion and confidentiality

Competencies:

· Analytical thinking and sound judgment

· Consistent application of program standards

· Empathy and professionalism

· Strong follow-through and accountability

· Team collaboration and adaptability

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Education, Experience and Attributes

· High school diploma or equivalent.

· At least two years related experience required.

· Experience with housing programs, homeownership initiatives, mortgage lending, or eligibility-based programs

· Familiarity with income calculations, documentation review, or prequalification processes

· Experience working within defined program standards or compliance-based environments

Physical Demands

· Prolonged periods of sitting at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.

Other Duties

Please note this job description is designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job but is not limited to this.

Duties, responsibilities, and activities may change at any time with or without notice.

Habitat for Humanity Tampa Bay Gulfside (TBG) actively recruits, employs, trains, and compensates employees regardless of race, color, religion, sexual orientation, gender identity or expression, gender, national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Habitat TBG complies with applicable state and local laws governing nondiscrimination in employment in every location. This policy applies to all terms and conditions of employment, including workplace harassment.