Manager of Financial Wellness at InCharge

Orlando, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Industry

Financial Services

Description

Description POSITION OVERVIEW The Credit Counseling Manager serves internal and external customers by planning and implementing contact center strategies and operations, improving systems and processes, and managing staff. Management is responsible for managing a budget and achieving company goals, objectives, and KPI that drive results. May include management of Housing, Credit, Bankruptcy Operations or any other organizational program or initiative. ESSENTIAL DUTIES/RESPONSIBILITIES Participate in the development of Counseling operational strategies Management of daily operations of counseling operations. Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs. Accomplish call center human resource objectives through selection, coaching and training personnel. Personnel management includes counseling and disciplining employees; communicating job expectations; enforcing policies and procedures. Prepare Operations performance reports by collecting, analyzing, and summarizing data and trends. Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value. Participate and assist with company and departmental events, as needed, for existing or new project initiatives. Lead their team to fulfill department and organizational educational mission and objectives. Directly manages a team of Supervisors. Responsibilities include interviewing and hiring; planning, assigning, and directing work; completing performance reviews; rewarding and disciplining employees; addressing complaints and resolving problems. Effectively redirect behaviors that are not in line with company guidelines and performance expectations by addressing conduct and performance issues through coaching discussions and documentation. Requirements Skills Requirements: Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence WORK EXPERIENCE Required: 2 Years of Management experience in a Call Center environment; or 3 years in a Supervisory role Preferred: 3-5 years of management in a Credit, Housing or Bankruptcy Counseling, Financial Planning or a Call Center environment Working knowledge of Microsoft Office applications; Excel, Word, Access, PowerPoint, Visio Experience with omnichannel communication systems that include SMS, chat, and email Thorough understanding of ISO and COA processes, procedures and expectations related to the Customer Care Operations area. EDUCATION Required: College degree in related field with two to five years related experience; or equivalent combination of education and experience. Preferred: Bachelor’s degree in business or management.

Responsibilities

The Manager of Financial Wellness plans and implements contact center strategies while managing staff and budgets to achieve company KPIs. They are responsible for daily operations, performance reporting, and leading a team of supervisors to fulfill organizational objectives.