Director of Client Services, Credit & Financial Counseling

Position summary

The Director of Client Services leads the service design and quality practices for LSO Media Group's Credit & Financial Counseling division. Reporting to the division's Vice President, you will establish how clients are welcomed, their needs assessed and appropriate educational or counseling support provided. The role will help define the staffing, training and supervisory practices required for the services the division is approved to offer.

You will support a client experience grounded in clear explanations, realistic expectations and careful handling of personal information. Working with Legal, Finance and service colleagues, you will define boundaries for counseling, oversee referrals and ensure questions outside staff qualifications reach appropriate specialists. This role focuses on education and client service; it does not promise credit-score improvements or authorize legal, tax or investment advice.

Responsibilities

• Define the client journey from inquiry and intake through counseling, educational support, referral and follow-up.
• Establish service standards, case documentation and supervisory reviews appropriate to the approved scope of work.
• Develop staffing and training plans with the Vice President and Human Resources, including qualification requirements for assigned services.
• Review client-facing materials with Legal and program colleagues for clarity, appropriate scope and realistic descriptions of possible outcomes.
• Create escalation and referral procedures for matters requiring licensed, certified or otherwise qualified specialists.
• Monitor client concerns and service quality, addressing recurring problems through coaching or process changes.
• Coordinate access controls, consent practices and record-handling procedures with the responsible corporate teams.
• Report service capacity, completion, client feedback and referral outcomes without substituting unsupported credit or financial claims for evidence.

Required qualifications

• Experience leading client services in financial education, credit counseling or a closely related support organization, typically six or more years.
• Experience supervising staff, reviewing case quality and developing practical service procedures.
• Knowledge of financial education and counseling boundaries, including when a client should be referred to a qualified specialist.
• Relevant training or professional certification appropriate to assigned services, with willingness to complete any additional credentials required before performing that work.
• Strong communication and discretion when working with sensitive client information.
• A relevant degree or equivalent professional experience and the ability to assess service quality using reliable evidence.

Preferred qualifications

• Experience establishing a new counseling or financial education program.
• Experience developing referral relationships with qualified community or professional services.
• Experience improving intake, accessibility or quality review in a client-service setting.

Measures of success

• Clients receive understandable information about service scope, next steps and available referrals.
• Staff qualifications, supervision and case records match the services assigned.
• Service improvements are based on client feedback and documented quality findings.
• Questions outside the team's scope reach appropriate specialists promptly.

First 90 days

Confirm the division's approved service scope with the Vice President and Legal. Map intake, counseling and referral processes, assess staffing and credential needs, and establish baseline service standards. Review initial client materials and case-record templates, prepare a staff training plan and introduce a quality review cadence with clear escalation responsibilities before additional services are introduced.

Compensation

Proposed annual base salary of $100,000–$135,000 USD. The final offer will reflect relevant experience, qualifications and the agreed scope of the position, subject to approval. This range covers base pay only; any incentive compensation or benefits would be specified separately in an employment offer.

What to include in your application

Describe a client-service program you led, how you supervised quality and how you handled referrals outside the team's scope. State relevant credentials without providing client records or sensitive financial information.