If you are passionate about transforming communities with a mission-driven organization, then we have the opportunity for you!

Reporting to the Loans Operations Manager, the Loans Counselor Bilingual (Arabic, Burmese, Spanish, Dari, or Somali) will provide support with refugee travel loans. As the first point of contact for the refugee loan client, the Loans Counselor will provide exceptional customer service that delivers Global Refuge's core value of Welcome. This role, while under direct supervision, calls for independent judgment, and problem-solving to resolve client questions and issues/concerns. The Loans Counselor will provide the client with education on basic credit information and coaching on financial best practices while accurately documenting accounts in accordance with the guidelines of the Fair Debt Collection Practices Act (FDCPA) and the Fair Debt Credit Reporting Act (FDCRA).

Global Refuge, formerly known as Lutheran Immigration and Refugee Service (LIRS), is a nonprofit serving newcomers seeking safety, support, and a share in the American dream. Since 1939, we have welcomed those seeking refuge, upholding a legacy of compassion and grace for people in crisis. We walk alongside individuals, families, and children as they begin their new lives in the United States through our work in refugee resettlement, welcome and respite services for asylum seekers, economic empowerment and employment, and family unification for unaccompanied children. To date, we have served over 750,000 people from around the globe. Our comprehensive services leverage our extensive organizational expertise as well as government, community, and faith partnerships.

Attracting and retaining the best talent is vital to our continued growth and we are proud to offer an excellent benefits package including:

• medical, dental, and vision available on the first day of employment,
• professional development, tuition reimbursement,
• generous paid time off including 20 days of vacation, 12 days of sick leave, 12 paid holidays,
• 12 weeks of fully paid parental leave and up to 12 weeks of fully paid FMLA leave,
• company 403(b) contribution of 3%, an additional 7% match which vests immediately,
• Family Building benefits for reproductive procedures, adoption/foster care assistance, and
• an annual wellness benefit that can be customized to support your personal needs including funding enrichment classes, gym memberships, and healthy eating plans (to name a few) all in an inclusive and progressive environment!

At Global Refuge, welcoming newcomers isn't just our duty-it's an inherent part of our identity, rooted in our Lutheran heritage and inspired values and serving as a testament to our unwavering commitment to those in search of refuge. Please join us as we make a difference in the lives of newcomers.

DUTIES

• Respond to telephone, email, and mail inquiries, process payments, and answer questions while adhering to the highest level of customer service.
• Providing timely responses and high-quality information, demonstrating a consistent commitment to problem-solving, and exhibiting respectful behavior.
• In accordance with IOM policies, negotiate new payment agreements as necessary and generate letters of deferment and/or reduction explaining new loan terms.
• Assist refugees in researching and resolving missing payments and other loan-related problems.
• Ensure accurate documentation of all client communication within the loan system including case notes, correspondence, changes in loan terms, etc.
• Ensure that all activities are within the guidelines of the Fair Debt Collection Practices Act (FDCPA) and the Fair Debt Credit Reporting Act (FDCRA).
• Provide ongoing counseling to refugees, affiliates, and co-sponsors.
• Provide information about U.S. financial and credit systems, including the need to establish a good credit history.
• Maintain current addresses for clients, including employing skip tracing techniques, updating database, and research.
• Analyze, reconcile, and maintain control of assigned delinquent loans, providing proper communication as necessary.

QUALIFICATIONS

• High School Diploma or equivalent with some college preferred and a minimum of 1-2 years of relevant experience.
• Bilingual/Multilingual ability to communicate at a native level of fluency is required. The languages of Arabic, Dari, Burmese, Spanish, or Somali are preferred.
• Excellent oral and written communication skills. Ability to read, write, and speak English fluently with clear pronunciation.
• Excellent customer service and problem-solving skills, with the ability to find viable solutions for our clients.
• Ability to fairly and impartially apply the requirements of Global Refuge and IOM, while communicating empathy for the situations of the clients.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Pleasant, considerate, and responsive telephone presence.
• Proficiency in Microsoft Office applications.
• Deep commitment to Global Refuge's core values and ability to model those values in relationships with colleagues and partners.

Global Refuge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws. We participate in E-Verify.

We offer a competitive salary and comprehensive benefits package in an innovative and rewarding work environment. Salaries are based on the latest market data and reflect the education, skills, and requirements for the role. Differentials may exist based on the region and language abilities. Global Refuge has been welcoming newcomers since 1939. Learn more at globalrefuge.org.