Position Overview
The Counseling Programs Manager oversees and coordinates activities within the Financial Fitness Program, ensuring an exceptional client experience. This role encompasses scheduling, productivity monitoring, quality improvement, team development, and administrative oversight. This role is central to achieving program success and fostering a motivated and effective team.
Program Management
- Oversee daily operations of the Financial Fitness Program, ensuring alignment with program goals, service standards, and productivity benchmarks.
- Establish and clearly communicate expectations for training, productivity, quality, and counseling standards.
- Participate in team member hiring, onboarding, training, and development.
- Manage work schedules, conduct performance appraisals, hold team members accountable to service standards, and implement disciplinary actions when necessary.
- Facilitate and document regular team meetings and one-on-one check-ins, organizing agendas and notes in Salesforce and shared drives.
- Design, implement, and maintain workflows, protocols, and operating procedures to enhance efficiency and service quality.
- Build and maintain strong relationships with team members through regular, meaningful interactions to foster trust, encourage growth, and support professional development.
- Inspire and support staff through positive reinforcement and actionable feedback.
- Serve as the primary liaison with the VP of Financial Coaching Operations, communicating departmental needs and updates regularly.
Administration and Training
- Perform administrative tasks, including providing monthly reports on program goals, service standards, and productivity metrics.
- Conduct quality improvement evaluations on counseling sessions, file reviews, and client interactions, sharing constructive feedback to enhance service delivery on calls, sessions, and intake.
- Ensure accurate data collection, tracking, and reporting within the CMS.
- Review and address findings from client surveys to improve program quality.
- Maintain up-to-date referrals, resources, and documentation in the CMS.
- Coordinate staff training to support positive financial outcomes and enhance the client experience.
- Provide direct training to employees as needed or coordinate additional training resources to address skill gaps and support professional growth.
Supervisory Responsibilities
- Supervise Financial Fitness Coaches, ensuring compliance with organizational policies and applicable laws.
- Collaborate with the Partner Relations team to launch partnerships and specialized counseling initiatives.
- Address complex client service complaints and provide solutions.
- Monitor work procedures and develop standardized processes to improve efficiency and client outcomes.
- Foster a positive and collaborative work environment, resolving grievances and maintaining team harmony.
Minimum Requirements
- Associates from an accredited college; 5 + years of managerial experience and/or equivalent combination of education and
- Must successfully pass the NACCC exam and all internal compliance training courses within 90 days of
- Complete Money Coach training within 30 days of
- Complete ongoing Compliance
Skills And Abilities
- Managing People - Takes responsibility for subordinates' activities; Available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory
- Leadership - Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.
- Oral and Written Communication - Speaks clearly and persuasively in positive or negative situations; Demonstrates group presentation skills; Writes clearly and informatively and utilizes different writing styles to meet client needs; Presents numerical data
- Language --- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets
- Interpersonal Skills - Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new
- Reasoning Ability -- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Teamwork - Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Delegation - Delegates work assignments; Sets expectations and monitors delegated activities; Provides recognition for
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated
- Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention
WORK ENVIRONMENT
This is a telecommuting position with minimal travel required for community or partner events. BALANCE provides the equipment needed for station setup. A strong internet connection is required. The BALANCE equipment will need to be directly plugged into the router/modem (no Wi-Fi). Teleworkers must have a fixed desk, workstation, or office within their home.
SCHEDULE
This position follows a standard schedule of Monday through Thursday, 9:00 AM to 6:00 PM PST, and Friday from 8:00 AM to 5:00 PM PST. Flexibility is essential, as occasional Saturday work may be required, with an alternate weekday off provided within the same workweek.
About Us
BALANCE is a nationwide non-profit organization committed to helping individuals and families overcome their financial challenges and meet their financial 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.balancepro.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!
BALANCE is an Equal Opportunity Employer that does not discriminate based on race, religion, color, sex, age, national origin or disability.
Salary: $60000 - $70000 per year
