Intake Coordinator

Job Title: Intake Coordinator

Department: Programs

Supervisor: Vice President of Programs

Direct Reports: None

FLSA Status: Non-Exempt

Approval Date: 03/10/2025

Pay Range: $17.83 - $19.27 p/hr. ($37,000 - $40,000 annualized salary) with full benefit package.

Schedule: Monday – Friday; 8AM – 4PM

ORGANIZATION OVERVIEW:

Founded in 1981, Pensacola Habitat for Humanity is a non-profit, non-denominational, Christian ministry whose purpose is to improve communities through sustainable partnerships. Having built and renovated more than 1,600 homes, Pensacola Habitat seeks new and innovative ways to positively impact the community through various meaningful projects, including our Home Buyer and Community Development programs. Pensacola Habitat for Humanity offers unique financing opportunities to qualified applicants to provide affordable homeownership in Escambia and Santa Rosa counties. We are also the ONLY Habitat for Humanity affiliate who is also a NeighborWorks Charter Member. Pensacola Habitat is an affiliate of Habitat for Humanity International and follows HFHI’s non-proselytizing policy.

Our mission: Seeking to put God’s love into action, Pensacola Habitat for Humanity brings people together to build homes, communities, and hope.

Our vision: A world where everyone has a decent place to live.

GENERAL DESCRIPTION:

The Intake Specialist supports Pensacola Habitat for Humanity’s mission by guiding customers through the application process for Pensacola Habitat for Humanity’s various programs—Homebuyer, Community Land Trust, Community Development, and HUD Housing Counseling Services. This experienced and highly motivated individual is an integral part of assisting with the application process and they are the first source of contact for our customers. The intake coordinator will also function as a HUD Certified Housing Counselor.

The candidate for this position must have a strong customer service background and possess the ability to handle a large volume of incoming customer calls and emails, assist customers with completing applications in the office, and tracking outcomes. Candidates for this position must exercise strict self-discipline and dedication to operating ethically and professionally. The candidate for this position must be able to become a Qualified Loan Originator upon successful hire. The candidate for this position must successfully pass the HUD Certified Housing Counselor within 6 months of accepting position.

CORE RESPONSIBILITIES:

• Process new applications and gather appropriate documentation.
• Monitor all potential new applicant inquiries (email, internet, phone, and message center).
• Follow up with pending inquiries to make sure documentation is gathered in a timely manner.
• Update tracking forms and message center to reflect results of customer contact.
• Assist applicants in completing the online application in person or by phone.
• Actively engaged during key organizational meetings.
• Group education and meeting facilitation.
• Input applicant data into various CMS systems.

KNOWLEDGE, SKILLS, ABILITIES:

• Excellent verbal and written communication skills.
• Excellent computer skills with Office Suites & Databases.
• Organization and planning.
• Detail oriented.
• Self-starter.
• Problem-solving.
• Team collaboration.
• Professional, personal presentation.
• Valid Florida Driver’s License, reliable vehicle, safe driving record.

EDUCATION, EXPERIENCE:

• Associate degree preferred but will consider a combination of education and relevant experience.
• Two or more years of professional experience, preferably in customer service.
• Bi-lingual (Spanish speaking a plus).
• Group facilitation experience highly desired.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

This position is primarily performed in an office setting and may require sitting for long periods of time. On occasion, this employee may work offsite and perform other tasks that may require repetitive lifting of up to 25lbs.

This is an hourly position with full benefits. The anticipated work schedule follows general business hours but is flexible to meet after-hours and weekend demand, with no fewer than 40 hours per week expected.

This position requires a valid state driver’s license, safe driving record, reliable transportation, and insurability through our vehicle insurance carrier.

Please note that this job description reflects the essential functions for this role but is not designed to be comprehensive and does not restrict the tasks that may be assigned. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

BENEFITS

• Healthcare
• Dental
• Vision
• Short/Long Term Disability
• Life Insurance
• Accident Policy
• Cancer Policy
• 403(b)
• Monthly Wellness Benefit
• Paid Time Off
• Holiday Pay

Pensacola Habitat for Humanity provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Pensacola Habitat for Humanity] to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the HR department at 850-434-5456.