Financial Solutions Client Account Representative (Part-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, Financial Solutions, is headquartered in Stillwater MN. 

POSITION PURPOSE:

This part time 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 JOB FUNCTIONS:

1. Precisely and efficiently manage active DMPs.

• Address client inquiries and concerns through various channels such as telephone, mail, email, fax, or in-person.
• Assist creditors with inquiries through various channels.
• Proactively address and resolve issues associated with rejected or declined proposals through effective monitoring.
• Follow procedures to monitor accounts, identify issues, accurately update balances, and program payments.
• Process client deposits, displaying a full understanding of our Electronic Payment options; ACH and SmartPay.
• 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 email when assigned and log into intake hunt group when the Client Support Agent is not clocked in.

• Understand and execute the intake process according to policies and procedures.

 

MINIMUM REQUIREMENTS:

• A high school diploma or GED certificate is required.
• Three years’ experience in Customer Service, Account Management, or Banking.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Ability to articulate information clearly and effectively.
• Active listening skills to understand and address customer needs.
• Ability to think quickly and make decisions in a sometimes fast-paced environment.

PREFERED REQUIREMENTS:

• Excellent organizational skills and experience to demonstrate ability.
• Proficiency in using computers and computer software.
• Value accuracy and attention to detail.
• Strong math and calculator skills.
• Experience with collections or debt repayment.
• Commitment to work collaboratively with all staff, volunteers, program participants, and other supporters.

What will put you ahead...

• An associate degree or additional specialized training 
• 2+ years' experience in customer service working in a non-profit environment 
• Experience working with confidential data
• Experience working with Credit Counseling or Debt Management 

SCHEDULE:

The position is scheduled to be 4 days (20 hours) 

We are open to variations in the assigned schedule as long as Mondays and every other Friday are covered

 

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: Part-Time (20 hours a week)

Pay: $16.73 - $20.92 per hour 

To apply, please submit a copy of your resume with cover letter, and job application to Holland Locke at hlocke@familymeans.org

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