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.
The Account Representative supports daily operations of the Debt Management Program (DMP) by managing active client accounts, addressing client and creditor inquiries, and ensuring accurate account processing. This role serves as a key liaison between clients, credit counselors, and creditors while maintaining compliance, data accuracy, and high standards of customer service.
Essential Duties and Responsibilities:
- Manage active Debt Management Program (DMP) accounts with accuracy and efficiency.
- Respond to client inquiries and concerns through phone, text, email, mail, fax, and in-person interactions.
- Communicate with creditors to address account questions, payment issues, and proposal responses.
- Monitor accounts to identify issues, update balances, process client deposits, and schedule creditor payments.
- Process client disbursements and ensure timely remittance of payments to creditors.
- Support additional program processes including quality assurance reviews, account closings, and special services.
- Assist with intake and scheduling activities when a Client Support Agent is unavailable.
- Contribute to performance, quality improvement, and respectful, inclusive workplace practices.
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.
Description of other duties that may be assigned, but are not limited to:
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.
Minimum Qualifications:
- Minimum of three years of experience in customer service, account management, or financial operations.
- Experience communicating with clients or customers via telephone and written correspondence (email, letters, or similar).
- Experience handling confidential or sensitive information in accordance with organizational policies or regulatory requirements.
Preferred Qualifications:
- Experience working in credit counseling, debt management, or financial services.
- Familiarity with quality assurance reviews, financial workflows, or payment processing systems.
- Experience assisting with policy and procedure development or documentation.
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 $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 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