National Foundation for Credit Counseling (NFCC) · 4 hours ago
Operational Issue Support – B2B Customer Service
United States
Full-time
Remote
Mid Level
$55K/yr - $75K/yr
3+ years expThe National Foundation for Credit Counseling (NFCC) is the nation’s first and largest nonprofit dedicated to improving people’s financial well-being. The Operational Issue Support role provides assistance to NFCC’s 50 Member Agencies with their operational inquiries, ensuring issues are recognized, researched, and resolved efficiently while maintaining effective communication.
Financial Services
Responsibilities
Support Member Agency questions, issue and suggestions in a timely manner, with ongoing communication/updates until resolved
Develop and implement communications plan to communicate identified issues and resolutions to the membership at large, when appropriate with ongoing access to communications for Member Agencies that may need to look back
Develop and implement tracking systems to ensure all open items are being pursued, resolved, closed and accessible in the future
Responsible for communicating any identified creditor changes, updates, etc
Manages/coordinates and delivers sector-wide communications
Supports escalation of member issues to creditors
Manages on-boarding of agencies to new products and processes related to debt management programs
Develops and delivers training to member agencies as well as sector wide on new products and processes
Supports agencies with assistance with ongoing questions on new products or processes
Redesign and conduct an annual Member Survey on Creditors, making it easy for members to efficiently share your feedback and organizing responses into professional looking decks that publish blind results to each creditor
Organize and facilitate sector-wide video calls to where Member Agencies can hear from Creditors and ask questions as they review their results
General improvements across the Member website to aid in member experience
Collaborate among project participants to design appropriate data collection and reporting protocols
Prepare and present reports and other updates to NFCC leadership and other audiences as requested
Qualification
Required
3 to 5 years of experience in banking/financial services
Proven knowledge of and interest in credit card policy, collections operations, and recovery of credit card delinquency
Strong organizational skills, including attention to detail
Capable of prioritizing assignments and producing high quality work within necessary timeframes
Ability to build successful working relationships, and to communicate effectively and professionally in person, via telephone, and on video
Must be able to travel on occasion, including overnight
Strong communication skills, both written and oral, including presentation preparation and delivery
Experience presenting to senior executives
Change management experience, particularly as a project lead
Analytical skills and experience using data to formulate recommendations and draw conclusions
Experience providing support to senior leadership and associated decision making
Proven ability to work in a fast-paced environment
Preferred
Proven knowledge of and interest in credit card policy, collections operations, and recovery of credit card delinquency is highly preferred
Experience presenting to senior executives is highly preferred
Change management experience, particularly as a project lead is a benefit
Analytical skills and experience using data to formulate recommendations and draw conclusions are benefits
Company
National Foundation for Credit Counseling (NFCC)
Founded in 1951, the National Foundation for Credit Counseling is the oldest nonprofit financial counseling organization with a mission to help all Americans gain control of their finances.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.9MKey Investors
TD BankWells Fargo
2023-01-25Grant· $0.5M
2020-05-15Grant· $0.4M
Leadership Team
Jennifer (Landis) Pizi
Chief Operating Officer
Recent News
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2025-10-22
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2025-10-15
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