The HUD-Certified Housing Counselor / Tier Three Financial Wellness Specialist plays a key role in advancing our mission to support individuals and families in achieving housing stability and long-term financial wellness. This position combines direct client counseling with program support, requiring strong analytical and communication skills, attention to detail, and the ability to manage a varied caseload in a fast-paced environment. The role is responsible for delivering one-on-one housing and financial wellness counseling, conducting assessments, creating personalized budgets, and enrolling clients in appropriate programs. In addition, the position manages inquiries and case files across multiple platforms, assists with certificate updates and class enrollments, and ensures accurate and timely documentation. Success in this role requires experience working within call-center systems and proficiency with Client Management Application Systems. 

• Provide housing counseling in areas including pre-purchase readiness, mortgage delinquency and foreclosure prevention, rental assistance and housing stability, financial/credit/budgeting strategies, debt management, post-purchase/non-delinquency counseling, disaster preparedness/recovery, and reverse mortgage (HECM) guidance.

• Conduct comprehensive financial assessments by reviewing credit reports, income, expenses, and assets to develop personalized action plans and measurable outcomes.

• Deliver tailored housing and financial education by recommending strategies, connecting clients to resources, and enrolling them in appropriate programs.

• Assist clients in navigating financial challenges with practical, long-term solutions that promote stability and growth.

• Manage case files and documentation in compliance with HUD, National Industry Standards, and internal protocols, maintaining accuracy, confidentiality, and data integrity in CMA and other systems (e.g., Ignite, Outlook, HomeTrek, Salesforce, eHome America, Thinkific, DHI).

• Respond to housing-related calls, emails, SMS and inquiries while providing high-quality client support across multiple communication platforms.

• Build rapport and trust through active listening, discovery questioning, and clear explanations of financial concepts.

• Stay current on credit regulations, budgeting strategies, and financial planning tools to effectively support client needs.

Required:

• Hold a current HUD- Housing Counselor Certification.

• 3-5 years of experience in customer service, with proven ability to build strong client relationships.

• 3-5 years of experience in housing counseling, credit counseling, loss mitigation, foreclosure prevention.

• Proficiency in Microsoft Office Suite, internet browsers, CMA and CRM systems, and ability to multitask.

• Strong empathy, professionalism, and communication skills to motivate and guide clients.

• High level of organization, reliability, and follow-through with a strong work ethic.

• Ability to type at least 25 WPM and quickly learn new software platforms.

• Dedicated home office setup with high-speed internet connection.

• Willingness to work a flexible schedule including evenings, weekends, and holidays.

• Ability to work independently and manage a diverse client caseload.

• Willingness to expand knowledge in housing and financial counseling topics.

• Knowledge in HUD regulations, national industry standards, and general compliance guidelines. 

Preferred: 

• Certification from NeighborWorks, Unidos US, National Homeownership Network Learning Alliance (NHNLA), or equivalent housing counseling training programs.

• Previous experience with a HUD-approved nonprofit organization.

• Oral and written fluency in Spanish is a strong plus.

• Familiarity with credit, housing regulations, and nonprofit client services.

• Experience in financial services, call centers, sales, counseling, social services, psychology, or coaching.

Required:

• High school diploma or equivalent combination of education and experience.

Preferred:

• 4-year degree, or equivalent combination of education and experience.

Upon Hire:

• Obtain & maintain industry-appropriate counseling certification from the NFCC within six months of hire.

Benefits:

• Comprehensive medical insurance

• Dental and vision insurance programs

• Life insurance (Company Sponsored, additional Coverage Available)

• Tuition Reimbursement Program: Get schooled on our dime!

• 401k retirement savings program with company match: Free money for your golden years!

• Reward Gateway: Peer-to-peer appreciation program + gift cards!

• Incharge is a qualified employer under the Public Service Loan Forgiveness program. You may be eligible for student loan forgiveness. Wipe out Federal Student Loans

• Employee Assistance Program: Mutual of Omaha