Customer Service Operations Manager Jobs in Riverside, CA

Job Description: OPERATIONS MANAGER COMPENSATION RANGE: $60,000 - $75,000+ FLSA: Non-Exempt LOCATION: Charlotte, NC, Houston, TX, Chicago, IL, Atlanta, GA, Boston, MA CONTACT: jobs@naca.com BENEFITS: Excellent single/family health, vision, and dental PPO, 70% employer contribution and 401(k) OPERATIONS MANAGER NACA makes the dream of affordable homeownership a reality for many who have been subject to systemic racism and other factors. This includes access to NACA’s Best Mortgage in America and a streamlined mortgage process. NACA works with Members (i.e., homebuyers) from the initial educational workshop, individual counseling, purchase process, and mortgage process. The Mortgage Processor is the primary point of contact and is responsible for managing the loan from loan submission through closing (the NACA Counselor is the point of contact from initial counseling to loan submission). The Operations Manager (“OM”) provides day-to-day supervision and support to front line staff in local NACA offices and other national operations functions. The position requires very strong administrative and customer service skills in a fast-paced environment with the ability to multi-task. The OM is responsible for a broad range of administrative, operational, and facility management tasks as well as coaching, training and developing staff. S/her manages departmental workflow, production goals and target performance metrics. The OM reviews operational processes to determine effectiveness and efficiencies. This position recommends policy and procedural changes when necessary, aiding in the overall departmental enhancements. The position is responsible for training staff on weekly operations reporting, office audits, policy adherence and enhancements. S/He ensures that front line staff provide the “Best in Class” customer experience. The OM responds to questions on inter-departmental inquiries, external requests or system policies and procedures. The OM ensures knowledge is disseminated to front line, provide internal resources and tools to assist the staff and maximize the customer’s positive experience with NACA. The OM is responsible for the upkeep and care of the local offices, calendar management, Member’s workshops, and other meetings and services are provided in a professional manner. In addition, the OM develops and implements outreach strategies between NACA and the community by scheduling workshops, promoting services and fostering partnerships. The OM must be able to manage communications, recruit and organize volunteers as well as evaluate effectiveness. S/he is to monitor/oversee the time and attendance of the staff and their activities in an effort to assist management. The OM provides well-organized and customer-focused operations and effectively communicates with staff and management. The OM ensures adherence and enforcement of NACA’s policies and procedures. S/he must demonstrate professionalism, maintain an efficient office and positive work environment while remaining alert to potential risks, concerns and violations. It is important that the OM is knowledgeable of NACA’s programs to encourage participation and support of NACA’s programs and mission. The ideal candidate is organized, proactive, and thrives in a people-focused, ever changing fast-paced environment. JOB RESPONSIBILITIES: The OM is responsible for a number of NACA operations including but not limited to the following. General Responsibilities Monitor monthly trends and implement new enhancements to increase production.Reviews and obtains necessary approvals for all personnel actions regarding Time & Attendance, Policy Violations and other types of personnel action.Ensure company events are adequately staffed, and event performance standards are met.Propose and implement new office policies.Maintain and conduct quality checks within all office spaces.Ensure all office spaces meet company brand standards.Monitor equipment and report updates on condition and operability. Identifies and solves problems independently whether it involves physical labor or administrative functions.Serves as an internal and external liaison on behalf of the Department of Office Operations to other NACA departments. Troubleshoot issues and make department recommendations promoting smooth operational flow.Assist with payroll and time and attendance for all staff.Assist in coaching and developing new and existing staff.Assist with continued education of all staff.Other duties as assigned Office Management The OM supervises the Office Administrator and/or Receptionist in a local NACA office. Manages the day-to-day office operations across multiple locations and office processes, production and performance.Ensure each NACA Office has at least two functioning kiosks.Ensure Smartboard and Chromebook are operable.Staffed with at least an Office Administrator or Receptionist.Offices are well organized and presentable to the Members.Offices are clear of any customer sensitive information.Offices have sufficient supplies with a reasonable inventory.Manage office supplies, order new stock and maintain inventory.Front desk is managed effectively.Cameras are well functioning in all offices.Office operations monitored including reviewing camera footage in real time and tape.Provide on-going on-site reviews and monitoring.Oversee onboarding of new hires including setting up their office.Oversee office space with attention to health and safety concernsEnsure the monitoring of common areas, hallways, and offices. Enforce NACA’s policies and procedures.Responsible for reasonable and cost effective cleaning services in each office.Responsible for monitoring and minimizing electrical and HVAC costs.Ensure effective office maintenance and security.Periodically review the overall facility, building conditions, parking lot conditions, etc.Rapidly respond, document and report any office issues concerning safety and health. Calendar Management Manage the NACA Counselors calendar including the following. NACA Counselors have scheduled 20 to 25 sessions per week unless approved change.Review confirmations to make appropriate scheduling adjustments.Maintain waitlist for Members requesting earlier appointments.Adjust calendars for staff not available.Ensure that Intake Counseling sessions are in-person where possible.Schedule and confirm counseling appointments and manage waiting list.Monitor counselor appointment calendar and keep record of appointment statuses, confirmations and Member Action Plans.Keep concise reporting of calendar violations, unproductive patterns and trends.Other calendar management responsibilities. System Support Educate staff and Members on effective use of the Member Portal, Kiosks and other NACA systems.Maintain an escalations report of system issues and monitor until resolved.Make system enhancement recommendations.Provide support as needed Phone Queue Manage NACA’s Member Services line by local office and call center staff including the following: One call resolution standard where the NACA staff person resolves Member inquiries or issues without having to transfer the phone call..In-coming call abandonment rate of calls holding greater than 60 seconds less than one percent. Manage Inbound assigned queue calls will very high percentage pull through rate (calls answered) Strong understanding of NACApedia (i.e., NACA’s policies & procedures)Answer the phone providing local and national information to people calling the local phone and calling the national queue. Manage office voice mails, emails and other correspondenceAddress Member inquiries and provide assistance both in person and over the phone. Workshop Management Manage and attend bi-weekly Saturday Home Buyer Workshops and weekly Purchase workshops.Maintain a minimum of two In-Person Homebuyer Workshop each month listed within a six week period. Ensure at In-Person Homebuyer Workshop at least six positive testimonials from NACA homeowners scheduled with a minimum of two to three actual participants.Ensure Purchase Workshops are properly staffed and managed weekly.Coordinate Post-Purchase workshops monthly, confirm staffing and ensure closed Members are identified, invited and participate. Outreach Manage volunteer and participation activities for Members and others.Monitor services provided by MCs, real estate agents, third-party vendors and others.Ensure closed Members complete testimonialIdentify, contact and have participate Members in various events and calls to action. TIME DEMANDS The Operations Manager must be willing and able to meet the demands of the job that typically consists of 50 to 55+ hours per week. The typical working hours are 8:30 a.m. to 6:00 p.m. weekdays working from a NACA office. Additional time would be required as NACA determines, on evenings, weekends, events, and other activities with overtime as permitted. The compensation has been set to reflect this expectation. COMPENSATION The compensation is based on experience, skills, performance, and certifications. The annual salary is between $50,000 and $65,000 with overtime and bonus as stated below, with total annual compensation between $65,000 and $75,000+. The candidate’s performance evaluation and future compensation are largely based on meeting the job responsibilities, competencies, and skills stated herein. This is a non-exempt position, with eligibility for overtime pay for hours worked over 40 in a work week. The fixed weekly salary covers all hours worked each week even though the hours may vary from week to week. Overtime is computed based on the fluctuating work week (“FWW”), subject to any local law requirements. Fixed Weekly Salary for All Hours Worked: The fixed salary is intended to compensate for all hours worked during the work week regardless of variations in the hours. Overtime: For all hours worked over 40 in a work week, payment will be additional overtime compensation. When overtime is owed, it will be computed by dividing the weekly salary by the number of hours worked that week, to determine the “Regular Rate” for the week. Additional overtime pay will then be calculated and paid by taking half of the Regular Rate and applying it to all hours worked over 40 in the week. Accurate Timekeeping Required: Accurately record all hours worked each day and each work week. All work hours are recorded using the ADP system.No Guarantee of Hours: NACA does not guarantee any minimum or maximum number of hours. The fixed salary is compensation for the total hours worked each work week regardless of the number of hours. Bonus The bonus is paid on an annual basis. The bonus is based on meeting departmental operational goals and metrics. Management at its sole discretion determines whether to pay the bonus and the amount. WORKING CONDITIONS This position requires: A fast-paced work environment.Frequent interaction with Members, staff, community partners, and vendors.Travel between assigned offices.Evening and weekend work.Extended work hours during events or advocacy campaigns.Sitting at a desk with limited physical activity and constant computer use. Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently and/or the ability to move objects throughout an office. MISSION COMMITMENT NACA employees are expected to actively support the organization's mission of expanding affordable homeownership, addressing housing inequities and systemic racism, reducing the racial wealth disparity gap, stabilizing neighborhoods, and advocating for economic justice. NACA requires staff to adhere to and participate in NACA’s advocacy, campaigns, events, outreach, community organizing, actions, voter registration, and other activities as determined by NACA. This is also important for NACA’s continued success and in expanding NACA’s purchase and other programs. NACA staff have a tremendous impact on the Members and communities they serve. KNOWLEDGE, SKILLS, AND ABILITIES NACA seeks staff with a positive and open attitude, a strong work ethic, and relentless commitment to success with attention to detail and ability to meet aggressive deadlines and ambitious goals. S/he is expected to have a high level of core competencies and skills as stated below and described in detail at www.naca.com. Commitment and enthusiasm for NACA's mission of economic justice and NACA's approach to overcoming systemic barriers to homeownership.Excellent organizational and time management skills.Strong communication skills (written, verbal and public speaking), with the ability to clearly explain complex requirements.Understanding of and commitment to fair housing principles and Strong customer service skills. Strong organizational skills.Ability to work independently with minimal supervision. Ability to work independently and collaboratively.Ability to troubleshoot office equipment (printers, projectors, labtops, etc ).Proficiency in managing multiple competing priorities in a fast-paced environment.Strong problem-solving and adaptability.Demonstrated professionalism and the requirement to maintain confidentialityAbility to speak languages other than English, particularly Spanish, is a plus.Proficiency with spreadsheets and other reporting tracking tools.Advanced working knowledge of standard Office Software such as Word, Excel, PowerPoint, Outlook and other technology platforms. EDUCATION & CERTIFICATIONS: The education and certifications below are required or preferred. Bachelor’s degree, equivalent level of education and/or offsetting work experience.Training & licenses demonstrating important knowledge and credentials - PreferredHUD-certified housing counselor- Required EXPERIENCE: Four (4) years related work experience - Required.Experience in office operations, administration or project management - Required.Supervisory experience – Preferred. Effective NACA Counselor — PreferredEducation, training, or teaching experience - Preferred.Work with low- to moderate-income individuals and communities - Preferred. APPLICATION PROCESS Applicants must complete the application at www.naca.com. NACA is an equal opportunity employer. Minority and bilingual individuals, particularly those who speak and write in Spanish, as well as second-chance applicants, are strongly encouraged to apply. To follow up and for inquiries regarding this and other positions, contact NACA's HR Department at jobs@naca.com. This job description is solely for descriptive purposes to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. NACA reserves the right to modify or assign additional duties, and to make unilateral changes in its sole discretion. This job description does not constitute a contract for employment with employment at NACA on an “at-will” basis. ABOUT NACA (www.naca.com) N