Supervisor of Financial Wellness at InCharge Energy · Location…

*This role requires candidate to reside in or willing to relocate before start date in Orlando Fl.

The Supervisor of Financial Wellness Solutions- Tier 2 will oversee a team of Financial Wellness Specialists, that support comprehensive debt management, bankruptcy, and housing counseling solutions. This role will lead by example, ensuring that the team provides clients with personalized, actionable solutions to address financial challenges and achieve long-term stability. The Supervisor will provide ongoing mentorship and support to team members, facilitating their development while maintaining high standards of service. The role includes managing day-to-day operations, providing employee feedback, coaching and training. The Supervisor will also help identify areas for process improvement and support team performance, ensuring client success.

• Lead, mentor, and motivate a team of Financial Wellness Specialists

• Provide guidance on complex client cases, offer coaching, and assist in troubleshooting situations.

• Conduct regular team meetings, ensuring alignment with organizational goals and knowledge sharing.

• Monitor team performance, provide timely feedback to help team members improve individual, team

performance and grow professionally.

• Ensure employees are accurately entering data to CRM, and compliant with policies and regulations.

• Lead the team in explaining complex financial concepts clearly and providing educational materials.

• Support the team’s knowledge of current credit regulations and financial policies, ensuring continuous

professional development.

• Track and monitor daily performance, using reporting, data and systems.

• Prepare and report performance reports and metrics for leaders and team.

• Primary Assist Line contact for questions, escalations, assigning workflows, and other duties as assigned.

• Review call recordings and conduct live call monitoring to ensure compliance with policies, procedures,

and regulatory requirements and provide coaching to the team

• Partner with Human Resources for employee support as needed.

• Maintain concise employee feedback notes related to coaching, discipline and other HR items

• Engage in general queue for client solution calls as needed

• Identify skill gaps and provide ongoing training or resources to enhance team performance.

• Assist in recruitment, onboarding and training new counselors, ensuring they are well-prepared to

handle client inquiries and deliver effective credit counseling.

• Collaborate with internal stakeholders as needed to achieve business results

Required:

5-10 years of customer service experience. · 2-5 years of management, supervisor or team lead experience. · Proven track record of achieving results through team collaboration · Proven ability to lead, mentor, and motivate a team to achieve performance goals · Experience in conducting one-on-one coaching sessions and providing constructive feedback. · Decision-making and problem-solving skills. · Ability to handle complex issues and guide team members effectively. · Analytical skills for data interpretation and process improvement. · Strong time management and prioritization to balance supervisory duties and operational responsibilities. · Ability to adapt to changing priorities, client needs, or organizational goals · Stellar work ethic with the ability to prioritize tasks, follow through, and maintain good attendance. · Proficiency in operating systems, internet browsers, Microsoft Office Suite, and multitasking across multiple programs. · Familiarity with credit counseling services and industry regulations is a plus · Certifications with NeighborWorks Trainings · Certification as a Housing Counselor by NeighborWorks, NHNLA, or equivalent experience. · Familiarity with CounselorMax software. · Must have dedicated at home office space with high-speed internet service · Ability to be flexible with schedule, available nights, weekends and holidays

Preferred:

Familiarity with CounselorMax software. · Previous experience with a HUD approved non-profit organization. · Oral and written fluency in Spanish a plus.

Required: ·

High school diploma or equivalent combination of education and experience. Preferred: · 4-year degree, or equivalent combination of education and experience.