American Consumer Credit Counseling
American Consumer Credit Counseling
51 – 200 Angajați
EducațieFinanțeNonprofit
American Consumer Credit Counseling este o organizație nonprofit axată pe sprijinirea persoanelor și familiilor în gestionarea datoriilor negarantate, îmbunătățirea istoricului de credit și construirea unei stabilități financiare mai mari. Serviciile sale includ consiliere personalizată privind creditul, planuri de gestionare a datoriilor, îndrumare pentru consolidarea și soluționarea datoriilor, consiliere privind falimentul, consiliere în domeniul locuințelor și educație financiară prin ateliere și seminare online. Organizația își sprijină clienții și prin instrumente digitale, precum un portal online și o aplicație mobilă, combinând îndrumarea practică privind bugetarea cu activități de informare comunitară și educație despre alternativele la faliment.

Client Success Team Supervisor (Remote, Oregon)

Lead the client success team serving Debt Management Program clients. Own service quality, retention, coaching, and operational performance for a mission-driven credit counseling organization.

Descriere

  • Oversee daily operations for the Client Success Management Team
  • Coach Client Success Managers through ongoing guidance, support, and performance feedback
  • Handle escalated client concerns and service issues
  • Track call abandonment, task turnaround, and client satisfaction trends
  • Assign team projects and monitor their progress
  • Create and maintain standard operating procedures and best practices
  • Perform call monitoring and quality assurance reviews
  • Lead onboarding and coordinate training and development activities
  • Support performance evaluations, coaching meetings, and quarterly reviews
  • Contribute to interviews, hiring, and employee development programs
  • Test internal systems and software releases and provide feedback
  • Refine operational workflows to improve the client experience
  • Process payroll and administer time-off requests
  • Promote accountability, team morale, and continuous improvement
  • Recommend and test improvements to Debt Management Program tools, workflows, and procedures
  • Act as department leader when the Operations Manager is unavailable
  • Earn the PFE Debt Management Professional Certification within six months of hire
  • Complete additional responsibilities as assigned

Cerințe

  • Associate degree or equivalent professional experience
  • At least three years of customer service experience, preferably in financial services or a call center
  • At least one year of supervisory or team leadership experience
  • PFE Debt Management Professional Certification required within six months of hire
  • Demonstrated ability to lead, coach, and develop teams
  • Excellent verbal and written communication skills
  • Strong conflict resolution and critical thinking abilities
  • Effective time management and organizational skills
  • Proficiency with Microsoft Office and client management systems
  • Ability to interpret performance data and identify actionable trends
  • Ability to build team motivation, accountability, and a positive culture

Beneficii

  • Comprehensive medical, dental, and vision insurance
  • Medical and dependent Flexible Spending Accounts
  • Short- and long-term disability and life insurance
  • 401(k) retirement plan with company matching
  • Paid time off and paid holidays
  • Remote work flexibility
  • Professional development and training opportunities
  • Supportive team environment with a mission-driven culture

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