Position Description: Position Summary: ·Manage/lead department staff for designated areas·Oversee, coordinate, and schedule staff on a daily basis·Participate in personnel management activities including hiring/firing, coaching, and administrative tasks·Maintain/increase customer satisfaction levels, manage operating expenses, and increase revenue Primary Responsibilities: ·Manages and leads designated employees ·Provides direct daily supervision to area employees·Develops and manages team performance expectations for service levels, quality, and time-to-resolution·Mentors and coaches the team for improved performance·Assists with interviews, hires and retain qualified staff while providing guidance and training as required·Conducts annual performance appraisals with staff and makes salary recommendations to the Manager/Director·Ensures adherence to company policies through counseling, disciplinary actions and terminations as necessary·Acts as the primary point of escalation for client concerns·Manages departmental processes such as Counseling, File Maintenance, Quality Assurance and Reporting·Provides input for the strategic plan, which incorporates customer relationships, streamlining operations, improving system operations and processes of the company and operating within established budgetary guidelines·Encourages personal growth, rewards excellence, and works positively with staff ·Monitors and measures overall department performance on attendance, scheduling, quality, retention, disbursement, and other score-card components·Manages and promotes teamwork and motivation in meeting both short-and long-term goals in improving service ·Conducts department meetings and training sessions, both formal and informal·Prepares monthly reports, as assigned·Tests MMS system enhancements, make recommendations for system improvements, and participate in conversion activities, as assigned·Provides guidance, leadership and consulting expertise to counselors, trainers, and other employees, as well as to management and clients.

·Analyzes and makes recommendations to the Manager/Director related to budget, appropriate staffing levels, business processes, and streamlined workflows·Performs desk audits, file audits and audit referrals to other departments, as assigned·Special projects as assignedQualifications: Education and Experience: ·Bachelors Degree preferred·Minimum 2 years of related job experience·Combination of education and experience may be considered in lieu of a degree·Experience in working in a call center or office environment dealing with customers on an individual basis via telephone.

·Background in credit counseling, sales, finance, education, consumer credit, collections, or a counseling-related field·NFCC, FCRA and NeighborWorks Certification required within six months of employment·Excellent written and oral communication skills: For non-bilingual positions: ability to read, write, and speak English fluentlyFor bilingual positions: ability to read, write, and speak English and Spanish fluently Key Competencies Required: ·Good organizational, time management and communication skills·Demonstrated ability to lead and motivate others·Results oriented, systems operations and processes knowledge, high energy level, ability to make daily service decisions, proficiency in conflict resolutions·Team oriented with the ability to listen, facilitate and mediate·Proficiency in consumer mathematics including finance related computations such as interest, finance charges, average daily balance, and payments·Detail-oriented with ability to prioritize and multi-task·Demonstrated ability to manage a high volume workload·Possesses social and professional skills to develop and maintain positive relationships ·Ability to adapt well in a consistently changing environment.

Flexible and non-judgmental.

·Proficient in conflict resolution.

Possesses the ability to listen, facilitate and mediate.

·A creative problem solver who can balance client needs with lender requirements·Thinks long term as it related to the position and overall MMI mission and goals·Open-minded and approachable attitude, able to work with diverse personalities and intellectual levels·Willing to accept new challenges and opportunities as a key to personal and professional growth and continued success·Personal computer skills including Microsoft applications; Word, Excel and PowerPoint

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