Position Description: At Money Management International/CCCS, its more than just a job; its an opportunity to make a difference in peoples lives.

At Money Management International (MMI), the nations largest credit counseling organization, were working to provide credit education and related services to individuals and families experiencing financial hardship.

If youre looking for a fast-paced, challenging position in the non-profit industry, MMI may be the right place for you!MMI currently has an opening for a Support Counselor in our Warwick, RI office.

This position is responsible for establishing a counselor-client relationship and deriving individually tailored solutions to all facets of the client's debt and money management needs and issues through the use of education, debt repayment plans, and/or referral to other assistance organizations.

Position Summary: The Support Counselor I is responsible for establishing a counselor-client relationship and deriving individually tailored solutions to all facets of the client's debt and money management needs and issues through the use of education, debt repayment plans, and/or referral to other assistance organizations.

The Support Counselor I works to resolve client and creditor problems/requests effectively and efficiently, while maintaining MMI's high standards of customer service and confidentiality.

Primary Responsibilities: ·Responds to client or creditor inquiries through one-on-one telephone inbound calls, outbound phone calls, written correspondence, web chat, or e-mail, as assigned.

·Manages an assigned individual or team portfolio of active DMP client accounts·Provides personal attention to each client in a professional and responsible manner, while maintaining or exceeding monthly department goals for quality, service level, and time-to-resolution·Restructures individually tailored Debt Management Plans (DMP) as needed to assist clients in repaying debt.

This includes providing clients with appropriate referrals to other assistance organizations·Conducts the re-counseling of clients experiencing hardships.

Advises clients, who are no longer able to maintain a DMP, of alternative action steps and assistance available.

·Conducts re-counseling and periodic review of clients current financial situation, including credit report review, providing recommendations for further success of the DMP, including payout forecast analysis of increased deposits and payments to creditors.

·Counsels clients desiring to add debt to their DMP.·Promotes appropriate MMI products and services to clients, Maintains up to date knowledge of features and benefits of all products and services.

·Explains features of MMIs service and client responsibilities to clients.

Sets expectations with clients and follows up on all outstanding client issues until resolved.

·Explains creditor concessionary policies and DMP benefits to clients·Maintains accurate and complete records including client notes, correspondence, and document imaging·Conducts research and resolves client issues related to their Debt Management Plan including priority research to stop repossessions, levies, garnishments, and foreclosures.

·Investigates, researches and resolves client and/or creditor issues regarding missing checks, payment histories, held funds, returned checks and other related issues·Resolves new client issues ranging from re-counseling, adding debts and establishing appropriate expectations of the DMP ·Resolves rejected proposals with clients and creditors as assigned·Addresses matters related to receiving decisions on pending status proposals·Conducts retention efforts to recover funds on negative balance accounts·Counsels clients with special requirements [MBNA] or priority creditors·Makes proactive contact with clients who have missed payments or have had payments returned for non-sufficient funds·Handles complex situations or facilitates transfer to appropriate level of management·Facilitates the closure of DMPs when necessary or required for non-payment, self-administration or successful completion·Works pre-disbursement exceptions.

·Provides all client services in a manner that shows sensitivity to our diverse service populations cultural and socioeconomic characteristics.

Qualifications: Qualification Requirements: To perform this job successfully the individual must be able to perform each essential function satisfactorily.

The requirements below are representative of the knowledge, skills and/or ability required.

Education and Experience: ·Associates Degree preferred ·Minimum of 2 years experience working in a call center or office environment dealing with customers on an individual basis via telephone.

·Some combination of education and experience may be accepted in lieu of a degree.

·Background in sales, finance, education, consumer credit, collections, or a counseling-related field·MMI Support Certification, within 12 months of employment·FCRA certification, within 12 months of employment.

MMI is an EOEComprehensive medical, dental, vision, life insurance, short-term & long-term disability plans 401(k) Retirement Plan with generous company match Paid Vacation, Sick & Personal Time Paid Holidays Business Casual Dress

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