Client Services Specialist 

Emphasys Software - HFA 

Full time | Permanent | Remote 

Are you knowledgeable about Multifamily Housing programs and passionate about helping others?

If so, come join our team! 

Who We Are

Emphasys HFA (Housing Finance Agency) provides products that modernize, streamline and support multi-family housing, single family loan portfolio management, and financial solutions. Together with our sister companies, we help house roughly half of the families most in need within the United States.

Who We Need

Reporting to the Manager of Client Services, we are looking for a Multifamily Client Services Specialist to serve as the key liaison between our customers and our internal teams, responsible for supporting, implementing and training our clients. Specifically, you will: 

• Grow expertise. You will leverage your domain knowledge to become a Subject Matter Expert (SME) on our Multifamily suite of products (including funding application entry, funds allocation, underwriting, compliance monitoring, asset management, and inspections), the business problems they solve, and how our customers leverage its capabilities.
• Support. You will act as a single point of contact, working with urgency and empathy to understand, troubleshoot, and resolve technical issues. You will maintain system documentation and support the website.
• Collaborate. You will work closely with the Client Services Manager, Product Manager, and Development team to improve solutions and continue to meet the needs of our customers.
• Train. You will identify areas for knowledge sharing and create documentation, videos, and webinars to train new and existing clients on our software.
• Present. You will lead the creation and delivery of PowerPoint presentations at conferences, including our annual User Conference.
• Consult. You will build relationships with customers to ensure satisfaction. You will ask intelligent questions and enhance your understanding of customer interaction with our products. You will identify gaps in knowledge and areas to increase engagement. You will add value by providing Multifamily professional services and guidance on product use.

What You Bring

• Experience. You have 3+ years of experience in Multifamily Housing and are knowledgeable in the allocation and compliance processes for programs like LIHTC - Section 42, HUD HOME, and  state housing programs. While it is not required, extra consideration will be given to candidates who have either worked at a Housing Finance Agency (HFA) or closely with HFAs. You have experience with software support, training, or implementation. You have exposure to a helpdesk or ticketing system. You understand the urgency of systems issues and can rapidly respond to support requests, maintaining open communication and meeting service-level agreements.
• Accountability. You are empathetic, customer-focused, and solutions-driven. You thrive in an autonomous role and can research and apply solutions. You work with a sense of urgency and hold yourself accountable for exceeding expectations and meeting deadlines.
• Drive. We are looking for a highly organized, independent self-starter who is comfortable wearing multiple hats and who can balance competing priorities.
• Consulting skills. You have professional communication skills, including the ability to translate complex technical processes to a nontechnical audience. You can write easy-to-use documentation, and you are comfortable delivering training on-camera or in person. You can build and nurture trusting and influential relationships with customers and internal teams.

What’s In It For You

Impact and influence. You want to work for an organization providing and supporting technology with a purpose, and you believe in building lasting and genuine connections with your clients.

Career development. We have ambitious goals, and we are investing in building future leaders who can take an idea and make things happen.

A great company. Emphasys Software has been a part of Aquila, a subsidiary of Constellation Software Inc., since 2008. We are a well-managed, profitable company that operates like a startup with the financial backing of a larger organization. Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

Please Note

We encourage and appreciate candidates with diverse backgrounds and experiences. If you have 70% of the qualifications we seek and want to play an integral role in our success please consider applying. 

Emphasys Software promotes equal employment opportunities for all. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, marital status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs. We welcome and encourage applications from people with disabilities and accommodations are available on request.

Apply Now!