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6 <br /> <br />• Employment of a year-round full-time VISTA volunteer who will support continued <br />development of customer engagement on the website and Compass portal, development of <br />post purchase curriculum, and host community outreach events. <br />If the City of Little Canada is interested, NWHP could make a dedicated page on our website <br />with information for this program, as we have done with other municipalities. This would <br />provide another avenue to promote this program. <br />Once we engage a potential customer, we offer them the opportunity to utilize a specially <br />designed customer facing web portal to begin the process of applying for a down <br />payment/closing cost assistance loan. This portal allows us to engage clients virtually 24/7 – <br />365 days/year via computer, phone or other mobile device. This web portal, called <br />NeighborWorks Compass, was created by NeighborWorks America and is only available to <br />NeighborWorks America network affiliates across the country who are participating in the <br />NeighborWorks America Sustainable Business Initiative. NeighborWorks Compass was created <br />primarily to be a profile creation tool for programs just like this. NeighborWorks America is <br />charged with ensuring on-going maintenance as well as security for NeighborWorks Compass. <br />Through our web portal, customers can apply for a loan, register for a homebuyer education <br />workshop, enroll in on-line homebuyer education, schedule a mortgage advising appointment <br />or just peruse the many helpful homeownership resources located within the Compass portal. If <br />a Little Canada loan applicant were interested, they would be able to interact with us using this <br />customer friendly virtual platform. <br />NeighborWorks America has built a bridge between this portal and a customized back-end <br />SalesForce platform to seamlessly integrate customer generated information. This SalesForce <br />platform includes not only basic information regarding the customers profile but also milestone <br />templates that allow NWHP and the customer to track progress on their loan. This customized <br />SalesForce platform would also provide all of the data points necessary to complete all of the <br />reporting requirements for the City of Little Canada. <br />From our experience closing over 550 loans in the last 2 years, we have found that many <br />customers would prefer to interact with us electronically. This allows them to connect with us <br />when it is convenient for them and does not require they visit a brick and mortar location to <br />receive this service. The vast majority of customers are able to navigate the online portal easily <br />and can access their account to see documents uploaded, milestones for services, and submit <br />questions at their convenience often outside of office hours, on weekends and ev enings. <br />That being said, we understand that not all customers prefer to interact virtually and we have <br />developed a well-defined process for customers who would prefer to interact with us via a non - <br />virtual platform as well. NWHP staff are available via phone, email and walk-ins. NWHP staff <br />can assist customers with online account creation and document upload throughout the <br />process and we continue to interact via phone and email as needed. <br />9