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Loans Counselor (Part-time, Spanish speaking)

Location:Baltimore, MD
Salary Range:Grade 4
Benefits:An excellent benefit package is offered
Employment Type:Part Time

When refugees are admitted to the United States for resettlement, their travel is arranged under a loan program by the International Organization for Migration. Refugees sign a promissory note stating that they will repay the interest-free loans to cover the cost of airline tickets over a pre-determined period.

Lutheran Immigration and Refugee Service oversees the repayment process for the refugees we resettle. By guiding them through the repayment process, our loan counselors help refugees gain basic financial literacy and establish good credit in their new country.

The position of Loans Counselor exists to service refugee travel loans according to Lutheran Immigration and Refugee Service's agreement with the International Organization for Migration by educating refugee loan clients on basic credit information and coaching them towards best financial practices via the telephone and e-mail. This is a part-time position (approximately 80 hours per month).

  1. Respond to telephone, email and mail inquiries and answer questions while adhering to the highest level of customer service, including providing timely responses and high-quality information, demonstrating a consistent commitment to problem solving, and exhibiting respectful behavior
  2. With the Travel Loans Manager, negotiate new payment agreements as necessary.
  3. Assist refugees in researching and solving credit bureau and other loans-related problems.
  4. Ensure accurate documentation: case notes, correspondence, changes in loan terms, etc.
  5. Ensure that all activities are within the guidelines of the Fair Debt Collection Practices Act (FDCPA) and the Fair Debt Credit Reporting Act (FDCRA)
  6. Provide ongoing counseling to refugees, affiliates, and co-sponsors
  7. Provide information about U.S. financial and credit systems, including the need to establish a good credit history
  8. Maintain current addresses for clients, including employing skip tracing techniques, updating database,  and research
  9. Analyze, reconcile and maintain control of assigned delinquent loans
  10. Communicate with delinquent accounts
  1. Deep commitment to LIRS's core mission and values and an ability to model those values in relationship with colleagues and partners; commitment to refugees and immigrants
  2. High School Diploma or GED with some college preferred
  3. Commitment to working with refugees, immigrants or limited English speakers
  4. Fluency in Spanish and English. Excellent oral and written communication skills
  5. Excellent customer service and problem solving skills, with the ability to find viable solutions for our clients
  6. Ability to fairly and impartially apply the requirements of LIRS and IOM, while communicating empathy for the situations of the clients.
  7. Ability to work well with others
  8. Pleasant, considerate, and responsive telephone presence
  9. Ability to work independently within a team environment
  10. Ability to manage multiple projects simultaneously in a fast-paced environment
  11. Proficiency in Microsoft Office applications

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