Better is Possible.
Financial Solutions Client Support Agent (Part-Time)
Are you an energetic, upbeat, and dynamic individual with a positive attitude? Join our team and make a difference! 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.
Position Summary
This position primarily receives and assesses requests for services, including scheduling appointments. In this role you will determine need, based on electronic or verbal communication & schedule appointments for our credit counselors. In addition, you will administer various processes of our Debt Management Program (DMP) where clients repay debt according to department policies and procedures.
Essential Duties and Responsibilities:
95% of Total Time
- Efficiently and effectively conduct client interactions providing information about the Credit Counseling Industry, what FamilyMeans can provide, gather necessary client information and schedule appointments
- Determine the needs of clients whether through email, text or telephone.
- Actively listen and provide clear, concise communication through a large volume email traffic, electronic applications, telephone calls and texts
Assist in the Debt Management Program operations
- Generate various letters and send as appropriate
- Review and assess closed cases, document outcomes
- Assist with Quality Assurance Reviews
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
5% of Total Time
Perform general office duties to aid in the debt management and housing program operations, scanning, mailings, 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.
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
1+ years of experience in conducting client intake processes, including initial contact, information gathering, assessment and scheduling of appointments required. 2+ years' experience in customer service working in a non-profit environment is desired. Experience working with credit counseling or debt management is a plus.
Knowledge and Skills
- Excellent interpersonal communications skills including the ability to communicate and respond to both internal and external customers professionally and in a timely manner.
- Must have the ability to read, interpret, write, and complete documents such as forms, policies, and general correspondence.
- Demonstrated attention to detail and the ability to gather and organize information
- Ability to decide about appropriateness of service within agency guidelines
- Good organization and administrative skills including a working knowledge of the computer and MS Office
- Ability to work with and maintain confidential information
- Commitment to work 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.
Schedule
The position is scheduled to be 4 days (20 hours) a week, 7:30am-12:30pm Monday-Thursday
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, 4 days/week (20 hrs/ week)
Pay: $18.85 - $21.63 per hour
Benefits: 403B + matching, PTO, Paid Holidays
To apply, please submit a copy of your resume with cover letter, and job application to Holland Locke at hlocke@familymeans.org