Job Description

Bilingual Credit Counselor (English/Spanish)

Guide. Educate. Deliver Results.

Help People Find Their Way Forward — In Two Languages.

Financial stress is real — and so is the impact of the right conversation at the right time. We're seeking a bilingual Credit Counselor who can conduct structured, compliant financial counseling sessions in both English and Spanish while delivering measurable outcomes for clients and the organization.

In this role, you'll analyze budgets, review credit reports, explain debt-management options, and help clients build realistic action plans. You'll manage a consistent call volume, meet production and quality benchmarks, and document sessions accurately in accordance with HUD and internal compliance standards.

Success here requires more than fluency. It requires:

• The ability to translate complex financial concepts clearly and confidently
• Strong call control and time management
• Comfort working toward performance metrics
• Precision in documentation and regulatory adherence
• Empathy balanced with accountability

You'll be part of a mission-driven organization that believes financial education changes lives — but we also operate with structure, standards, and measurable impact.

If you're bilingual, disciplined, and motivated by helping clients move from crisis to control, let's talk.

Position Summary

The Credit Counselor assists financially distressed clients in creating personalized financial plans by providing budgeting guidance, effective debt management strategies, and financial education.

Primary Duties and Responsibilities

• Natural ability to build trust and rapport with clients from various backgrounds.
• Be empathetic, a good listener, and comfortable having sensitive conversations about personal finances.
• Ability to connect with people, understand their challenges, and guide them with compassion and clarity toward financial solutions.
• Answer incoming calls from individuals seeking financial education or credit counseling support.
• Counsel potential clients by reviewing their budgets and providing personalized recommendations on financial solutions, including debt management programs, bankruptcy options, credit remediation, collections, and credit reporting issues.
• Deliver financial education, create client budgets, and assist with the enrollment process into ACCC programs.
• Process consumer applications by accurately entering client information and budget details into internal systems and affiliate databases.
• Follow up with prospective clients to encourage them to begin or continue the counseling process.
• Enroll qualified clients into appropriate debt consolidation or financial assistance programs.
• Verify client-provided information using internal databases and approved information sources to ensure accuracy and compliance.
• Ability to connect with people, understand their challenges, and guide them with compassion and clarity toward financial solutions.
• Follow all processes and procedures as outlined in the training guide.
• Ensure completion of all required training programs within the designated timeframes to maintain up-to-date knowledge and meet certification standards.
• Perform other duties and responsibilities as assigned by management.

Position Qualifications

Education: High School Diploma or equivalent required

• Experience: Minimum of one year customer service experience, with at least six months in a call center or phone-based environment.
• Specialized Knowledge, Licenses, Certifications, etc: NFCC Credit Counselor Certification (to be obtained within the first six months of employment)
• Supervisory Responsibility, if any: n/a
• Skills & Abilities:
• Basic computer knowledge
• Strong mathematical skills
• Ability to read and interpret documents such as safety rules, operating instructions, procedure manuals, and standard operating procedures (S.O.P.s)
• Ability to write routine reports and client correspondence
• Demonstrate telephone etiquette, time management, and attention to detail
• Ability to work independently and interact with a team in a remote environment
• Reliable internet connection and a quiet, dedicated workspace for remote work
• Ability to comprehend verbal and written information and respond effectively to clients and colleagues

Working Conditions

• Lifting & Physical Requirements: Employees may need to sit or stand for extended periods during the workday. The role may require occasional reaching, bending, or lifting of materials up to 15 pounds. Proper ergonomics and workspace setup are encouraged to ensure comfort and safety.
• Work Environment: A quiet, dedicated workspace is required, free from distractions, to effectively perform job duties. Employees must maintain a professional environment for virtual meetings and client calls. Reliable internet access and a functional computer or device are essential for performing job functions.
• Equipment and Tools: The company provides all necessary equipment, including a computer, phone, headset, and other tools required to perform job duties remotely. Employees are responsible for maintaining a reliable internet connection to ensure smooth performance of job functions.
• Work Schedule and Availability: Employees must adhere to their designated work hours and be available for scheduled meetings, calls, and tasks, unless time off or schedule adjustments have been approved in advance. Employees are also responsible for keeping their schedule up to date and notifying their supervisor of any changes to their working hours.

Physical Requirements

Prolonged sitting at a desk and working on a computer (up to 8+ hours/day)

• Talking on the phone for extended periods of time
• Frequent use of hands/fingers for typing and operating a keyboard, mouse, and phone
• Ability to wear a headset for extended periods
• Vision sufficient to read computer screens and documents
• Hearing sufficient to understand customer conversations via phone
• Occasional walking or standing, depending on office layout or home setup
• Lifting up to 10-15 lbs., such as small office supplies or materials (optional; depends on setting)

Schedule

This is a Monday - Friday 2:00- 10:00 pm EST. Initial training will also be conducted using this schedule.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Nothing in this job description is intended to create a contractual obligation or to modify an employee's employment at will status.

The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.

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