MassHousing recently affirmed its longstanding commitment to diversity and inclusion in its 5-year Strategic Goals, see here.
All positions at MassHousing require a customer service mindset, in accordance with our values : Integrity, Excellence, Collaboration, Respect, Accountability, and Service. Inherent in these values is our commitment to diversity, equity, and inclusion for all.
THE ORGANIZATION
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MassHousing will confront the housing challenges facing the Commonwealth to improve the lives of its people. A bold mission for an innovative agency. Since its inception in 1966, MassHousing has provided more than $27.5 billion for more than 125,000 apartments and more than 105,000 home mortgage loans. Beyond lending, we also work to promote economic growth and empowerment for families, individuals, and businesses; help communities increase their housing stock; provide hope and homes for vulnerable populations, and look for new, cost-effective ways to provide equitable housing opportunities. We have a relentless determination to confront the Commonwealth’s housing challenges and improve lives.
As an employee of MassHousing, you are offered a great career opportunity which is more than a paycheck. MassHousing’s total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including but not limited to :
- Tuition reimbursement up to $10,000 per calendar year
- A 35-hour work week and a hybrid work schedule
- Back up Child / Elder Care
- Retirement Savings including a pension and a deferred compensation plan (with a match)
- 12 paid Holidays per year and generous sick, vacation, and personal time
- Short-Term Disability
- Central Boston office location, convenient to public transportation and amenities on site
Position Summary
Under the direct supervision of the Senior Relationship Manager (SRM), the Relationship Manager Non-Profit (RMNP) will promote MassHousing Homeownership products, services, and programs to customers, statewide non-profit and community-based organizations (CBOs). This role requires a keen focus on promoting activities that impact consumer education and the customer experience, with the objective of increasing first mortgage loan production and sustaining customer satisfaction. The RMNP works with non-profit agency partners and community leaders to identify credit and service needs across the Commonwealth. Through personal sales calls, email, and telephone contacts, the RMNP will use a consultative selling approach to improve customer satisfaction through an enhanced knowledge of MassHousing products and services. The Relationship Manager Non-Profit role requires a minimum of 50% travel.
Specific Duties and Responsibilities
The duties of the Relationship Manager include the following :
Oversee the account management of relationships with realtors, non-profit organizations, municipal government leadership, civic organizations, community leaders, and trade associations, as well as other individual professionals and groups involved with home sales and mortgage lending.Provide presentations on homeownership, financial literacy, and financial capability.Represent the Agency at local CRA-related functions during and outside working hours to identify potential opportunities, raise the profile of MassHousing and develop and expand related relationships.Interact with public and private community leaders to assess community needs specific to the low-to-moderate income population and / or develop programming to address these needs.Under the direction of the Senior RM, develop and maintain strategic account call plans for non-profit partners and identify opportunities for new business relationships.Update and maintain metrics reports on all non-profit activities throughout the Commonwealth.As directed by the Senior RM, establish priorities with activities such as in-person and virtual sales calls, educational training sessions, and technical assistance to the Agency’s Home Ownership Lending business partners.Analyze the territory / market’s potential and determine the value of existing and prospective customer value to the organization. Regularly communicate with the SRM to explore, develop, and maintain new business relationships.Sales and Customer Service
Participate / represent MassHousing regularly at external events (homebuyer classes, trade association meetings, conventions).Develop a deep and thorough understanding of the non-profit partner homeownership initiatives and strategies to develop and integrate a proactive approach to optimizing the value of the relationship to both MassHousing and the customer.Plan and organize personal call plan strategy by maximizing the return on time investment for the territory / segment.Establish, develop, and maintain business relationships with current non-profit partners, CBOs, and prospective customers in the assigned territory / market segment to generate new relationships for outreach of MassHousing’s products / services.Manage assigned relationships with realtors, non-profits, and trade associations as well as other individual professionals and groups involved with home sales and mortgage lending.Coordinate sales effort with marketing, sales management, accounting, logistics, and technical service groups.Work very closely with and interact effectively with : HomeOwnership Production, Operations & Servicing, Mortgage Insurance, Corporate Communications, and other internal departments.Effectively utilize all Homeownership data and reports for providing a high level of service to our partners.The position represents MassHousing Homeownership across the Commonwealth and represents the commitment to the community.Knowledge, Skills and Abilities Required
Exceptional critical thinking and problem-solving skills.
Demonstrate sound judgment.Anticipate problems and opportunities.Identify and assess risk.Explore options and develop solutions.Strong work ethic and the ability to work independently with minimal supervision, and as a member of a team.
Respond to needs of internal and external customers.Demonstrate meticulous attention to detail.Accountable to customers and key stakeholders.Collaborate with co-workers and business partners.Assume additional responsibility when needed.Strong interpersonal and communication skills.
Share meaningful information.Exercise discretion when sharing information.Prepare written materials that are clear and accurate.Articulate an idea or a point of view effectively.Represent the Agency effectively.Effective time management and project management skills.
Take a proactive approach to tasks.Focus on performance objectives.Produce quality work product.Follow through to conclusion.Take responsibility for completing projects in a timely manner.Move decision-making to the appropriate level to achieve results.Minimum Education and Training
Bachelor’s degree from an accredited university or college.A minimum of 5 years’ proven CRA community development, customer-facing banking, and / or non-profit experience.Experience with community development non-profits, either through direct work experience or other volunteer participation.Bi-lingual or multilingual preferred.Experience with interactions among government and community development non-profit organizations.Customer relationship management (Salesforce.com or other) experience.Relationship management meeting facilitation experience required.Knowledge of all aspects of the mortgage origination process including pricing, underwriting, closing, and compliance.Presentation and public speaking skills are required.Analytical and problem-solving skills are required.Proficiency with Word, Excel, and PowerPoint.Reliable, organized, and consistent.Willing to update product knowledge on an ongoing basis.Strong written and verbal communication skills.Salary Range : $103,312.74 – $134,306.46
This position has been designated as “Mobile” under MassHousing’s Alternative Work Schedule (AWS)-hybrid work model. However, during the first 90 days, the employee may be expected in the office more frequently for training and onboarding.
MassHousing is an Equal Opportunity Employer.
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Salary : $103,313 - $134,306
