About Us

We assist consumers facing a variety of financial challenges, particularly in managing credit card debt. As a Debt Management Counselor your primary role will involve helping established clients effectively manage their debt. This includes overseeing all accounts with their creditors and providing consistent, compassionate support throughout their financial journey.

Position Summary

In this position, you will engage with both English and Spanish-speaking clients, discussing their financial situations, challenges, and hardships. You will manage approximately 1,000 clients simultaneously, ensuring that each one receives exceptional customer service. Building trust is essential; you will listen actively and respond with kindness, leaving clients feeling relieved and hopeful about their financial solutions.

Essential Duties and Responsibilities

• Account Management: Overseeing clients' accounts with their creditors to facilitate effective debt management and resolution.
• Comprehensive Financial Reviews: Conducting thorough assessments of clients' income, expenses, and debts to create personalized budgets tailored to their needs.
• Consistent Client Support: Providing ongoing assistance and guidance as clients navigate their debt repayment plans and financial strategies.
• Solution Recommendation: Based on the information gathered, you will recommend appropriate solutions, including Debt Management Plans, explaining their benefits, and encouraging clients to enroll.

Knowledge, Skills, and Abilities

• You have a positive outgoing personality with a high level of professionalism
• You are receptive to ongoing feedback and coaching
• You must be flexible, dependable, committed, and open to change
• You know how to engage people and listen patiently
• You are empathetic and non-judgmental; you like to make people feel better
• You have a desire to grow and expand your knowledge through cross-training opportunities in our housing counseling department
• You enjoy contributing to a supportive team environment

Physical Demands

• Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day
• Position requires the ability to speak and hear 100% of the time
• Must be able to lift up to 10 pounds

Education & Experience

• 1-2 years in a phone-based/customer service role
• Experience in the financial service industry, sales, or collections
• You have a High School Diploma or GED — some college is great, too!
• Fluency in English required; Spanish-speaking candidates are strongly encouraged to apply. While the majority of calls will be conducted in English, the ability to assist Spanish-speaking clients is highly valued.
• Required to obtain NFCC and FCRA certification during training