Financial Solutions Client Account Representative

Financial Solutions Client Account Representative (Full-Time)

Family Means’ mission is to strengthen communities by helping individuals and families through challenges in all life stages. Family Means envisions vibrant and resilient communities where everyone lives to their fullest potential. Our work is life’s challenges. A career with Family Means provides an opportunity to enrich your professional life while working alongside colleagues who share a vision of making changes in people’s lives through high quality services.

We strive to provide the highest quality of care for our clients as well as work-life experience for our employees.

Family Means, Fiancial Solutions, is headquartered in Stillwater MN.

The Account Representative supports daily operations of the Debt Management Program (DMP) by managing active client accounts, addressing client and creditor inquiries, and ensuring accurate account processing. This role serves as a key liaison between clients, credit counselors, and creditors while maintaining compliance, data accuracy, and high standards of customer service.

• Manage active Debt Management Program (DMP) accounts with accuracy and efficiency.
• Respond to client inquiries and concerns through phone, text, email, mail, fax, and in-person interactions.
• Communicate with creditors to address account questions, payment issues, and proposal responses.
• Monitor accounts to identify issues, update balances, process client deposits, and schedule creditor payments.
• Process client disbursements and ensure timely remittance of payments to creditors.
• Support additional program processes including quality assurance reviews, account closings, and special services.
• Assist with intake and scheduling activities when a Client Support Agent is unavailable.
• Contribute to performance, quality improvement, and respectful, inclusive workplace practices.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position

Develop and maintain sensitivity to employee diversity in the workplace. Demonstrate respectful treatment of other employees and clients. Develop cultural competence related to the services provided by the agency.

As with all Family Means staff positions, this position is responsible for helping ensure volunteers and interns have an exemplary experience during all interactions with Family Means and is expected to consistently maintain a high level of customer service to all guests, clients, and fellow team members.

• Minimum of three years of experience in customer service, account management, financial operations.
• Experience communicating with clients or customers via telephone and written correspondence (email, letters, or similar).
• Experience handling confidential or sensitive information in accordance with organizational policies or regulatory requirements.

• Experience working in credit counseling, debt management, or financial services.
• Familiarity with quality assurance reviews, financial workflows, or payment processing systems.
• Experience assisting with policy and procedure development or documentation.

This position requires the incumbent to make extensive use of the computer and to sit or stand for extended periods of time. The incumbent must be able to communicate effectively with clients and their staff.

The work environment characteristics described here are representative of those individual encounters…