CAP’s debt help is one of the key services offered by the charity. Like everything CAP does the service is delivered through a network of local churches across a growing number of states.  However, all regulated activities, and the actual mechanics of the service comes from the Credit Counseling team, operating from CAP head office in Chicagoland. This team is responsible for the delivery of CAP’s debt advice, and for the on-going management of CAP plans.

The role of the Credit Counselor is to look after our credit counseling function, delivering quality credit counseling to our clients with great processes and procedures. This mainly centers on producing budgets for clients and debt advice action plans listing their options to get debt free. Most clients will not be suitable for Debt Management Plans and there is a wider need for budgeting help and creative solutions for low income clients.

Hours: This position can be part time or full time depending on the candidate

Salary / Benefits: Salary and benefits details available upon inquiry.

Location: Remote work/Work from home with some in-person meetings if within greater Chicagoland

Accountabilities:

• To handle the intake process of new clients calling via the phone and assess their suitability for being served by local centers
• To analyze client financial information and create a budget prioritizing living costs and an action plan to tackle their debts.
• To have an understanding of suitable routes including Debt Management Plans (DMP), bankruptcies and other debt solutions and how to apply them
• To onboard new clients to DMP’s where necessary with our DMP partner
• Assist our Debt Coach’s in understanding the budgets and advice given
• Responsibility for recording monthly output stats and center data
• To be responsible for the management and resolution of all complaints received relating to the service provided
• Help with client outreach to source new clients locally and nationally
• Help with Head Office admin related to emails and calls and data entry
• Any other tasks relating to these or other operational functions of the charity that is seen necessary by your line manager

Measurable Outputs:

• Creation of budgets and action plans in time for client appointments and with correct advice given
• Weekly stats within acceptable service level agreements i.e. percentage of calls, budgets turned around in timely manner.

Other Responsibilities Include:

• Being willing to pray with clients over the telephone
• Being happy to share Christian gospel with callers and lead clients in prayer of salvation if appropriate
• To encourage friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances. 

Person:

• Experience
  • Desirable, but not essential
    • Certified Credit Counselor (If not certified, training will be provided based on passing of certification)
    • Bi-Lingual English/Spanish
    • 2 or 4 year degree

Skills/Abilities 

• Highly responsible.
• Creative thinking and problem solving for client solutions.
• Personable and friendly.
• Ability to produce excellent results through the use of KPIs and Phone Stats.
• Ability to prioritize time, tasks and attention effectively in a pressured environment.
• Excellent people skills.
• Ability to handle potentially distressing telephone calls.
• Ability to remain calm and professional when communicating in challenging situations.
• Excellent verbal communication skills.
• Ability to multi-task.
• Good administration skills.
• Proactive in initiating ideas.
• Ability to resolve issues and handle pressure with a positive outlook.
• Motivated by compassion towards people in need.
• Solid computer skills with a focus on the Google Workspace toolset
• Knowledge of SalesForce and other digital tools such as Zoom, TalkRoute, Loom, Feathr, and Stripe a plus

Christian Commitment 

• The candidate must be able to give both verbal assent to and practical demonstration of Christians Against Poverty’s Statement of Faith and Core Values Life Changers & Prayer
• CAP sees prayer as a vital part of the work we do, seeking God’s help in many and varied situations. This can be expressed through large groups praying together, small groups or departments praying, or even individual prayer about situations. The individual must be able to actively participate in such activities as an expression of their own personal faith and in line with CAP’s statement of faith

TO APPLY:

Send email with a resume to:  [email protected]