Client Services Counselor - New Accounts

About Us

Take Charge America, Inc. is a nonprofit credit counseling and financial education organization dedicated to helping individuals and families achieve self-reliance and financial stability. Since 1987, we have provided confidential credit counseling, financial education, and debt management solutions to consumers nationwide. Our mission is to empower people to improve their financial future through education, guidance and personalized support.

Position Summary

The new Accounts Counselor serves as the first point of contact for consumers seeking assistance through Take Charge America’s credit counseling services. This position is responsible for conducting interviews, performing financial assessments, and enrolling qualified clients in the organization’s Debt Management Program (DMP). The counselor provides compassionate, informative, and compliant guidance to help consumers understand their financial options and make informed decisions toward achieving financial stability.

Essential Duties and Responsibilities

• Client support: Respond to inbound calls, web applications, and referrals from consumers seeking financial counseling or debt management assistance.
• Intake: Conduct thorough intake interviews to gather financial information and assess the consumer’s situation.
• Evaluate: Evaluate client eligibility for the Debt Management Program and other counseling services based on established criteria and guidelines.
• Benefits and Processes: Provide clear explanations of DMP benefits, processes, creditor relationships, and potential outcomes.
• Documentation: Prepare and present proposed plans for client enrollment, ensuring accurate data entry and documentation.
• Enrollment: Guide clients through the enrollment process, ensuring all required forms and authorizations are completed.
• Record-keeping: Maintain accurate and detailed records of client communications and assessments in the client management system.
• Compliance: Adhere to federal, state and industry compliance standards, as well as organizational policies and procedures.

Knowledge, Skills, and Abilities

• Strong customer service and communication skills with the ability to establish trust and rapport quickly.
• Ability to explain related financial concepts in a clear and compassionate manner.
• Strong attention to detail and accuracy in data collection and documentation.
• Excellent problem-solving skills.
• Experience with call center systems and client databases.
• Must be able to meet minimum productivity and performance goals.
• Ability to obtain required certification by the end of training.
• Must be able to meet minimum productivity and performance goals.
• Ability to be receptive to ongoing feedback & improvement.
• Ability to be flexible, and dependable with a high level of professionalism.

Education & Experience

• High School Diploma or equivalent.
• Minimum of 2 years of experience in financial services, counseling, or related fields in a call center environment preferred.
• Fluency in English and Spanish is preferred.
• Excellent time management, multi-tasking, communication, and organizational skills.
• Strong people skills with demonstrated ability to communicate and contribute to the organizational mission and values.

Physical Demands and Work Environment

• Sitting: Remain in a seated position for extended periods while performing duties like computer work.
• Mobility: Occasionally stand and walk around the office or call center floor.
• Manual Dexterity: Use hands for keyboarding, operating office equipment (like printers, fax machines, and phones), and other fine motor tasks.
• Vision: Require close, distance, color, and peripheral vision, with the ability to adjust focus to see computer screens, documents, and other office equipment clearly.
• Lifting: May occasionally need to lift or carry objects weighing up to 10 pounds, though this is not a primary function.
• Other: May need to use hands and arms to reach, and turn, raise, and lower the head

Why Join Us?

• Make a meaningful impact on the lives of underserved communities.
• Work with a mission-driven team committed to innovation and service.
• Enjoy a collaborative culture with opportunities for growth and leadership.

Apply today and help us build a smarter, more compassionate future.

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• financial services, counselor or related field: 2 years (Preferred)

Language:

• Spanish - (Spanish Preferred not required) (Preferred)

Work Location: In person