Position Summary The position receives and assesses inquiries for credit and debt counseling services, primarily scheduling appointments. In this role you will determine clients' needs, based on electronic or verbal communication and according to policy, then schedule appointments with our credit counselors. In addition, this position also supports various administrative functions of our Debt Management Program (clients repaying debt through our program).

Essential Duties and Responsibilities:

80% of Total Time 1. Efficiently and effectively conduct initial client interactions, gather necessary information. 2. Determine the needs of clients whether through text, email, or telephone. 3. Actively listen and provide clear and concise communication through a large volume of email traffic, electronic applications, text and telephone calls. 4. Explain and provide information about the Credit Counseling Industry and the appointment/assessment options. Assist in the Debt Management Program Operations, as assigned.

For example:

• Generate and transmit various letters
• Review and assess closed cases, document outcomes
• Assist with new account reviews, per procedures Participate in department, program, and agency meetings as required.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position . Other Duties and Responsibilities 20% of Total Time Perform general office duties to aid in the debt management operations, scanning, mailing, etc. Develop and maintain sensitivity to employee diversity in the workplace. Behave in ways that demonstrate respectful treatment of other employees and clients. Develop cultural competence related to the services provided by the agency. Understand and adhere to department and agency policies and procedures. Perform other duties as needed to support the mission of the organization.

Qualifications:

Education, Licenses and Certifications A high school diploma or GED certificate is required. An associate degree or additional specialized training is preferred. Experience Six to twelve months of experience in intake and scheduling is required. 2+ years' experience in customer service in banking or finance is desired. Experience working with credit counseling or debt management programs is a plus. Knowledge and Skills

• Excellent communication skills, including the use of various methods such as texting, telephone, emailing.
• Ability to communicate information clearly and empathetically.
• Must have the ability to read, interpret, write, and complete documents such as forms, policies, and general correspondence.
• Demonstrate attention to detail (accurate data entry) and the ability to gather and organize information.
• Skill in evaluating the suitability of services in accordance with program policies.
• Good organization and multi-tasking skills, including use of a computer.
• Ability to work with and maintain confidential information.
• Commitment to work collaboratively with all staff, volunteers, program participants, and other agency supporters.

Physical and Mental Demands:

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. While performing the duties of this position, the employee is frequently required to use hands to handle, grip, or touch objects or controls. Position also requires sitting for long periods of time.

The incumbent must also:

• Read and write extensively.
• Perform keyboarding for extended periods of time.
• Communicate verbally.

Speaking and hearing make up a significant amount of time each day, including using the telephone. Specific vision abilities required by this job include close vision and ability to adjust focus. Must be able to occasionally lift, carry, and/or move up to 10 pounds. Mental demands of this position include comprehension, reasoning and decision-making. Must be adaptable and respond effectively to changes in situation or information.

Working Environment:

The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position. This position requires the incumbent to work in a shared cubicle space, to utilize the telephone using a telephone headset as well as extensive email monitoring and texting communication. The noise level is usually moderate.

Job Type:

Full-Time (40 hours a week), Monday-Friday starting at 7am. We practice a Flex Friday schedule where we work more hours earlier in the week in order to leave earlier on Fridays (typically between noon and 2pm).

Pay:

This position will pay between $19.33 and $22.25 per hour Benefits include: Medical, Dental, company provided life insurance, long-term disability, PTO, paid holidays, Flex Fridays (work more hours earlier in the week to have a shorter friday), once completely trained in the position is eligible to have one day per week to work remotely pending Organizational and team needs, and 403B with a 3% core contribution after one year of service (vesting schedule applies). To apply, please submit a copy of your resume with cover letter, and job application to Holland Locke at hlocke@familymeans.org

Pay:

$19.33 - $22.25 per hour Expected hours: 40.0 per week

Benefits:

403(b) Dental insurance Health insurance Paid time off Application Question(s): What experience do you have with intake and scheduling? This position will be covering our online chat, email and phone calls with clients. Are you able to start at 7am? Do you have experience working in a bank or financial institution?

Work Location:

In person