POSITION SUMMARY
The position of the Financial Coach will be responsible for answering questions and conducting coaching sessions via telephone, internet, as well as representing the organization at community events. A major aspect of this role involves being a great listener, conveying empathy when clients share their story, and effectively identifying goals or concerns to assist clients with varying needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Coaching (90%)
- Provide one-on-one financial coaching sessions to assess needs and develop specific strategies to empower individuals to resolve financial problems, meet financial goals, and improving their overall well-being;
- Provide valuable information to clients about credit and debt issues, credit reports, housing issues, identity theft, money management, financial planning and retirement, student loans, bankruptcy, collections, consumer protection laws, court judgments, transitioning to safe and affordable banking, and wage garnishments;
- Assist clients in creating a personalized action plan with the purpose of supporting and motivating clients towards achieving financial goals;
- Provide continuing education, guidance, and resources to empower clients to successfully accomplish their established plans including resolving immediate problems and changing behaviors; and
- Provide confidential referrals to appropriate, vetted non-profit organizations using our national online database (Ex. Food banks, public benefits, state bar). Administrative (10%)
- Schedule appointments for clients, confirm daily appointments, and reschedule appointments as necessary;
- Follow the Phone Status Policy and remain on available status during the work day to respond to inbound and outbound call inquiries to answer questions, troubleshoot problems, provide information, deliver immediate counseling, and schedule appointments as needed;
- Conduct outbound calls for the purpose of follow-up and/or outreach;
- Collect, track and report required data and input call and session notes for every client and interaction using the client management database; and
- Represent Balance at community events, partner meetings, or workshops. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The physical demands/conditions described below are representative of those that must be met/tolerated by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Sitting at a desk for sometimes long and continuous periods of time;
- Answering or making calls on the telephone for sometimes long and continuous periods of time;
- Using a keyboard to perform research, and to communicate through written means for sometimes long and continuous periods of time;
- Looking at a computer monitor for sometimes long and continuous periods of time;
- Occasionally standing, walking, reaching, and stooping;
- Lifting up to 30 lbs.; and
- Exposure to various noise levels;
- Occasional Saturday shifts required.
QUALIFICATIONS
Incumbents must demonstrate the ability to follow policies and procedures as established in the Company's Employee Handbook. Incumbents will also contribute to a positive work environment by behaving and communicating in a manner such that they get along with all constituent groups, coworkers, and management. In addition, the education, experience, and other skills listed below are representative of the knowledge, skills, and/or abilities required.
EDUCATION
- Associates degree from an accredited college required; and
- One to two years related experience and/or training (EAP, financial services, counseling, banking, credit and collection); or equivalent combination of education and experience preferred.
CERTIFICATIONS, LICENSES, AND REGISTRATIONS
- Balance Coaching Academy Required within 90 days of employment;
- NACCC Exam and Certification Required within 90 days of employment; and
- Compliance Courses required within 90 days of employment.
WORK EXPERIENCE
- Experience in one or more of the following fields financial services, financial planning, social work, community organizing, teaching or other related fields; and
- Experience in community service such as volunteering, coaching, or mentoring.
KEY SKILLS SET
- Bilingual in Spanish is preferred;
- Must exhibit a high level of confidentiality;
- Excellent written and oral communication skills;
- Strong organizational, time-management, problem-solving skills and customer service skills;
- Highly adaptable and punctual; and
- Be a team player.
EQUIPMENT AND APPLICATIONS
- High proficiency in MS Office, including Word, Excel, Outlook and PowerPoint; and
- Ability to use a client management system; and
- Working knowledge of all standard office equipment.
ABOUT US
Balance is a nationwide non-profit organization committed to helping individuals and families overcome their financial challenges and meet their goals. Through local and national education and counseling programs we provide help and hope to families overwhelmed by debt, facing foreclosure, struggling to master their money, caught in a cycle of over-priced fringe financial services, or trying to purchase their first home. Additional information about us can be found at www.whyBalance.org
Balance offers a fun and collaborative environment with exceptional benefits for our employees which include medical, dental, vision, and life insurance; 403(b) retirement plan, 3 weeks paid time off, plus paid federal holidays, an extensive training program, and more!
Location: San Francisco
Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, 401K, EAP, PTO