Homeowner Services Program Coordinator

Habitat for Humanity of Greater Fort Wayne Inc; Fort Wayne (IN); On-site; USD 38,000 - 52,000; Full time

Job summary

Habitat for Humanity of Greater Fort Wayne Inc. seeks a Homeowners Services Program Coordinator to maintain accurate program files, manage CRM records, and coordinate communications and appointments for homeowners and internal teams.

The role supports post-closing activities, routes complex issues to specialists, and helps ensure timely document collection while upholding confidentiality and high-quality service.

Qualifications

• Strong administrative, organizational, scheduling, and time-management skills.
• Ability to maintain confidential information and handle records securely.
• Proficiency with Microsoft Office and CRM/document-management systems.
• Excellent written and verbal communication with diverse homeowners.
• Ability to manage multiple files and priorities with attention to deadlines.

Responsibilities

• Maintain homeowner program files and CRM records with accuracy.
• Coordinate appointments, orientations, meetings, and closings; send reminders.
• Collect and review documents; ensure completeness and confidentiality.
• Prepare routine correspondence and route complex needs to appropriate team.
• Support post-closing follow-up and reporting for program effectiveness.

Skills

Administrative support

Attention to detail

Microsoft Office

CRM data entry

Customer service

Education

Associate degree (business administration or related)

Tools

CRM software

Document management systems

Job description

EOE Statement Habitat for Humanity of Greater Fort Wayne provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. Habitat for Humanity of Greater Fort Wayne takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

About the Organization Habitat for Humanity of Greater Fort Wayne is a nonprofit Christian housing ministry uniting volunteers and local investors with qualified families to build safe, stable, and affordable homes in Northeast Indiana.

Exempt/Non-Exempt Non-Exempt

Full-Time/Part-Time Full-Time

Shift Days

Location Corporate Offices

Description

Position Overview

The Homeowners Services Program Coordinator is an administrative and homeowner services specialist responsible for keeping program files, information, schedules, and communications accurate, organized, and moving forward. The coordinator supports homeowners and internal teams through timely document collection, CRM management, correspondence, appointment coordination, and routine post-closing assistance. This role provides consistent operational support while routing coaching, eligibility, lending, construction, and complex homeowner matters to the appropriate specialist.

Duties / Main Responsibilities

• File and data management: Creates, organizes, maintains, audits, and archives homeowner program files in accordance with established naming, retention, confidentiality, and compliance standards.
• Scheduling: Coordinates appointments, orientations, meetings, closings, post-closing check-ins, and other program activities; sends confirmations, reminders, and follow-up notices.
• Document collection: Requests, receives, reviews for completeness, tracks, and securely stores required homeowner documents; follows up on missing, incomplete, or expired items and routes substantive questions to the appropriate specialist.
• CRM management: Maintains accurate and timely homeowner records, contact information, status updates, milestones, tasks, notes, documents, and reports in the organization's CRM and related systems.
• Homeowner correspondence: Serves as a consistent administrative point of contact, prepares and sends routine correspondence, explains next steps and deadlines, and directs coaching, eligibility, lending, construction, or complex service needs to the appropriate team member.
• Post-closing routine support: Provides scheduled administrative follow-up after closing, shares approved resources and reminders, documents contacts and service requests, and coordinates referrals or escalation when specialized assistance is needed.
• Monitors program workflows, deadlines, document expirations, and outstanding tasks; prepares status reports and alerts team members to items requiring action.
• Supports preparation of program packets, forms, letters, meeting materials, and reports using approved templates and current information.
• Coordinates records and routine information across homeowner services, lending, construction, finance, volunteer, and other teams while maintaining appropriate confidentiality.
• Identifies recurring administrative issues and recommends practical improvements to forms, workflows, data quality, and homeowner communication.
• Performs other duties as assigned.

Position Requirements

Required Skills and Abilities

• Strong administrative, organizational, scheduling, and time-management skills, with close attention to detail and deadlines.
• Demonstrated ability to maintain accurate electronic and paper files, follow records procedures, and handle confidential information appropriately.
• Proficiency with Microsoft Office and experience using CRM, case-management, document-management, or similar tracking systems.
• Ability to learn and consistently apply data-entry standards, naming conventions, workflows, templates, and program procedures.
• Clear, courteous written and verbal communication skills and the ability to provide responsive service to homeowners from diverse backgrounds.
• Ability to request and track documents, explain administrative requirements, and follow up persistently and respectfully.
• Sound judgment in recognizing matters that require escalation to a program, coaching, lending, construction, finance, or management specialist.
• Ability to manage multiple files and competing priorities while maintaining accurate, timely records and correspondence.
• Commitment to confidentiality, fair housing principles, high-quality customer service, and consistent application of organizational policies.
• A current and valid driver's license and acceptable driving record are required.

Education and Experience

• Associate degree in business administration, human services, office administration, or a related field is preferred; equivalent relevant education and experience may be considered.
• Two or more years of experience in program coordination, administrative support, records management, customer service, case-management support, housing, or a related setting is preferred.
• Experience maintaining confidential client files, coordinating schedules, collecting documents, and entering or auditing CRM data is strongly preferred.
• Experience in affordable housing, homeownership programs, nonprofit services, lending support, or community-based programs is preferred.

Physical Requirements

• Regularly uses a computer, telephone, scanner, and other office equipment and reviews detailed program records for extended periods.
• Frequently communicates with homeowners and colleagues in person, by telephone, email, and virtual platforms.
• Must be able to travel locally to meetings, closings, home sites, community locations, and partner organizations; occasional regional travel may be required.
• Must be able to occasionally lift and carry files, supplies, or materials weighing up to 20 pounds, with or without reasonable accommodation.
• This position is primarily performed on-site at Habitat for Humanity of Greater Fort Wayne.

This position is currently accepting applications.