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Role Description

The Part-Time Outreach Specialist for Hardship Assistance at HOPE Credit Union plays a vital role in supporting members facing financial difficulties. The position’s primary purpose is to serve as the Single Point of Contact (SPOC) for members applying for hardship assistance, providing essential outreach and guidance. This part-time role operates during evening hours (5–9 pm) and on Saturdays (8 am–12 pm) to ensure members have access to support outside of regular business hours.

• Conduct live outreach calls to members during evening hours (5–9 pm, 4 days a week) and on Saturdays (8 am–12 pm), focusing on engaging members who may be eligible for hardship assistance.
• Serve as the Single Point of Contact (SPOC) for submitting hardship assistance applications, guiding members through the application process with clear and thorough explanations.
• Assist members in understanding available hardship programs, answering questions, and addressing concerns related to their financial challenges.
• Review financial documents submitted by members for completeness and accuracy, ensuring that all necessary documentation is provided before submitting hardship applications.
• Maintain accurate and detailed records of outreach efforts, including the status of hardship applications, communication logs, and outcomes.
• Ensure that all hardship assistance applications are complete, properly documented, and submitted in a timely manner.
• Track and report on the progress of outreach efforts, providing weekly updates on key metrics such as call volume, application submissions, and success rates.
• Execute targeted outreach campaigns, focusing on specific delinquency statuses or delinquency buckets to prioritize members in need of immediate assistance.
• Collaborate with the broader team to continuously evaluate outreach effectiveness and adapt strategies based on performance data and portfolio trends.
• Maintain confidentiality and adhere to all relevant regulatory and compliance standards when handling member information.
• Provide exceptional customer service, ensuring that members feel supported and informed throughout the hardship assistance process.
• Assist in identifying and implementing process improvements for the hardship assistance application and outreach process.

Qualifications

• Minimum of 3 years of call center experience, specifically assisting members with financial accounts.
• At least 2 years of experience reviewing personal financial documents for completeness and accuracy.
• High school diploma or equivalent required; some college coursework in business, finance, or related field preferred.
• Experience in the mortgage industry, particularly with hardship assistance or loss mitigation programs (preferred).
• Familiarity with hardship assistance programs, including application processes and documentation requirements (preferred).

Requirements

• Strong communication skills, both verbal and written, with the ability to engage members effectively.
• Excellent organizational skills and attention to detail, especially in documenting outreach efforts and reviewing financial documents.
• Proficiency in using computer systems and software (e.g., Microsoft Office Suite, CRM systems).
• Ability to handle sensitive member information with confidentiality and professionalism.
• Ability to work independently and manage time effectively in a part-time role.
• Strong problem-solving skills and the ability to adapt to changing priorities.
• Empathy and patience in working with members facing financial challenges.
• Self-motivated and results-oriented, with a focus on providing high-quality service.
• Ability to work a flexible schedule, including evenings and Saturdays.

Work Environment

• This is a remote position, requiring employees to have a reliable internet connection and a quiet, professional environment for conducting outreach calls during specified hours.
• Employees must be able to maintain focus and productivity while working remotely during evening hours (5–9 pm, 4 days a week) and on Saturdays (8 am–12 pm).
• Consistent communication and collaboration with the team are essential to ensure the effectiveness of outreach efforts.
• The role requires the ability to work independently with minimal supervision, adhering to scheduled hours and meeting outreach goals.