Job description

The Manager, Financial Assistance will play a key role in establishing an organizational culture where community members are at the forefront, the center of all we do. Responsible for JCC Chicago’s Fee Assistance, the Manager, Financial Assistance oversees all financial solutions including Illinois Action, subsidies, and payment arrangements. The Manager is responsible for executing JCC Chicago’s customer experience and brand vision, while maintaining a strong knowledge and understanding of the agency’s businesses and services.

The Manager, Financial Assistance will partner with the Customer Solutions Project Manager and Assistant Director, Customer Experience to continually evaluate and improve upon the agency’s customer experience model, creating a consistent high-touch, integrated approach across all channels, including in-person, online and phone. Manager, Financial Assistance has oversight of fee assistance processes agencywide.

Key Areas of Responsibility:

• Work directly with fee assistance and scholarship families, guiding them through the application process and scheduling meetings for support, adjusting accounts and updating scholarship reports accordingly.
• Schedule and coordinate scholarship and appeal meetings, preparing all cases for the fee assistance committee to review.
• Oversee submission of all IAFC paperwork, track and apply all subsidies to accounts, maintaining quarterly reconciliation between accounts.
• Maintain relationship with Illinois Action for Children, Child Care Aware, DCFS and other third-party payers to grow business and create opportunity.
• Provide customers with the highest level of service via support ticket system, phone, and online chat.
• Connect with families with outstanding balances and declined payments for collection and payment plans.
• Own “One J” message, agency mission and integrates these into their daily interactions with the community members we serve.
• Provide quality of member experience for all specialty accounts, taking ownership of all Illinois Action and fee assistance families from start to finish.
• Work with finance team to create and maintain scholarship budgets agencywide.
• Schedule and proctor all Women’s Board appeal meetings, tracking awards and providing budget updates.
• Maintain active certifications at all locations accepting Illinois Action for Children state funding.
• Provide support to Customer Solutions Representatives and act as point of contact in absence of the Assistant Director, Customer Experience.
• Actively participate in agency events to build and strengthen collaborative relationships across agency.

Key Essential Job Duties/Physical Duties:

• Repetitive movement of arms and hands to operate computer, keyboard and mouse.
• Able to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• React with physical and mental alertness in emergency situations and assist in evacuation of building.

Days / Hours / %Travel:

Full time, based at Bernard Weinger JCC in Northbrook, with travel between various JCC Chicago locations as necessary.

Education Qualifications:

• Bachelor’s Degree
• Coursework in Business Administration, Marketing or related preferred

Other Requirements:

• Previous success within business operations and customer service roles in a highly service-oriented environment.
• Entrepreneurial, transparent, and accountable.
• Ability to set a vision and lead others to follow.
• Demonstrated success creating a warm, welcoming environment with a focus on providing an outstanding customer experience.
• Ability to maintain client confidentiality and sensitive listening skills.
• Presence and ability to command a situation.
• High degree of proficiency using Microsoft Word, Excel, and CRM databases (Salesforce preferred) with demonstrated ability to learn other technology as needed.
• Strong organizational and multitasking abilities.
• Success working in an environment requiring strong problem solving and attention to detail.
• Previous financial background strongly preferred.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: One location

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