Better is Possible.
Financial Solutions Client Account Representative (Full-Time)
FamilyMeans’ mission is to strengthen communities by helping individuals and families through challenges in all life stages. FamilyMeans envisions vibrant and resilient communities where everyone lives to their fullest potential. Our work is life’s challenges.
A career with FamilyMeans provides an opportunity to enrich your professional life while working alongside colleagues who share a vision of making changes in people’s lives through high quality services. We strive to provide the highest quality of care for our clients as well as work-life experience for our employees.
FamilyMeans, Fiancial Solutions, is headquartered in Stillwater MN.
This role primarily focuses on the debt management program (DMP) operations. It entails close communication with our credit counselors, assists clients with account questions and acts as an intermediary between clients and their creditors.
Essential Duties and Responsibilities: 95% of Total Time
1.Precisely and efficiently manage active DMPs.
- Address client inquiries and concerns through various channels such as telephone, texting, mail, email, fax, or in-person.
- Answer creditor inquiries through channels such as faxing, telephone, mail and email.
- Proactively address and resolve issues associated with rejected or declined proposals.
- Follow procedures to monitor accounts, identify issues, accurately update balances, and program creditor payments.
- Process client deposits, including a full understanding of our Electronic Payment option; ACH.
- Remit payments to creditors (process client disbursements).
- In the absence of a Senior Account Representative, monitor delinquent DMPs following established policies and procedures.
2.Fully understand & be able to perform these additional program processes, including but not limited to:
- Conduct Quality Assurance Reviews of active accounts in accordance with established procedures and policies.
- Client Closing Review and process.
- DMCC Services (RPPS gateway).
- Assist in development/editing of Policies & Procedures.
3.Manage the intake/scheduling process when there is no dedicated Client Support Agent.
- Understand and execute the intake process according to policies and procedures.
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 5% of Total Time
Develop and maintain sensitivity to employee diversity in the workplace. Demonstrate respectful treatment of other employees and clients. Develop cultural competence related to the services provided by the agency.
As with all FamilyMeans staff positions, this position is responsible for helping ensure volunteers and interns have an exemplary experience during all interactions with FamilyMeans and is expected to consistently maintain a high level of customer service to all guests, clients, and fellow team members.
Participate in and contribute to the agency’s PQI (Performance and Quality Improvement) process.
Qualifications:
Education, Licenses and Certifications
A high school diploma or GED certificate is required. An associate degree or additional specialized training is preferred.
Experience
Three years’ experience in customer service, account management or financial operations. Experience working with credit counseling or debt management is a plus.
Knowledge and Skills
- Strong attention to detail (detail-oriented).
- Have excellent verbal and written communication skills.
- Ability to articulate information clearly and effectively.
- Possess active listening skills to understand and address client & counselor’s needs.
- Must have the ability to read, interpret, write, and complete documents such as forms, policies, and general correspondence.
- Ability to work with and maintain confidential information.
- Commitment to working collaboratively with all staff, volunteers, program participants, and other 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 communication.
The noise level is usually moderate.
The incumbent reports to the Financial Solutions Program Director. No positions report to the incumbent.
As with all FamilyMeans staff positions, this position is responsible for helping ensure volunteers and interns have an exemplary experience during all interactions with FamilyMeans, and is expected to consistently maintain a high level of customer service to all guests, clients, and fellow team members.
We prioritize diversity, equity, and inclusion and actively encourage applications from BIPOC, LGBTQ+, women, and individuals from various backgrounds. Authenticity and commitment to care matter more than rigid qualifications. The focus is on creating an inclusive and diverse workplace where everyone can be their authentic selves and contribute to meaningful care for others.
Job Type: Full-Time (40 hours a week), Monday-Friday
Pay: This position will pay between $18.85 and $21.50 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 compleley trained in the position is eligible to have one day per week to work remotely, and 403B with a 3% core contribution after one year of service.
To apply, please submit a copy of your resume with cover letter, and job application to Holland Locke at hlocke@familymeans.org