Notables Semi-Annual NFCC Newsletter

Winter 2016 / Volume 23, Number 3

ore than 230 NFCC members and industry stakeholders were in attendance at NFCC Connect, held September 25-28, 2016, in Wash-ington, D.C. Unbeatable keynote speakers, unmatched educational

sessions and unparalleled networking were the highlights from this year’s annual conference.

Margaret Keane (pictured above right), president and CEO of Synchrony Financial, opened the conference to a packed

room of sector professionals from around the United States, Korea and Canada eager to hear about the state of the economy, how consumers are acting and reacting, and what’s next in the financial services sector. Her message of innovation and being where your customers are resonated with the audience during her fireside chat with Susan Keat-ing, president and CEO of NFCC, and continued throughout the two-and-one-half days of the conference.

MStrengthening the Sector, Growing Member Agencies Themes for NFCC Annual Conference

IN THIS ISSUENFCC Connect p. 1Partnerships p. 8

Student Loan Couseling p. 9Creditor Relations p. 11

News and Notes p. 13Member Agency Spotlight p. 19

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NFCC Connect

State of the Sector In her annual “State of the Sector,” Susan Keating stressed that we are in a period of transformation. “We recog-nize how difficult the rapidly changing environment is mak-

ing for members to re-envision how to best serve clients. That’s

why we’re working on several fronts to support your ability to diversify and reach the people who need help. We’ll continue to provide the thought leadership, national programs and partnerships, tools, train-ing and other resources members need to not only survive, but thrive,” Keating said.

Member Agencies Respond With Best Practices To put it all in per-spective, a diverse panel of NFCC member agency CEOs shared with the audience what they are doing in their communities to meet the needs of their customers.

Moderated by Cathy Allen, chairman and CEO of The Santa Fe Group and secretary of the NFCC Board of Directors, the panel of leaders covered topics ranging from innovative fund-raising and partnership sources, how they are using technol-ogy to reach clients, and ways they are reaching and serving new customers like millennials, seniors and the working poor.

Sector Leaders Praise Work of NFCC Member Agencies

Rounding out the opening day of the annual conference was a keynote address from Richard Cordray, director of the Consumer Financial Protection Bureau. He praised the work of nonprofit credit counseling agencies and positive effect they are having in their communities.

The lineup of sector-lead-ers addressing the topics important to meeting attendees continued throughout the confer-ence. Under Secretary Ted Mitchell from the U.S. Department of Edu-cation addressed student loan debt and Kathleen Kennedy Townsend’s presentation “Is the American Dream for Secure Retirement Eroding?” had people buzzing as they rolled into a series of smaller concurrent sessions organized to promote small-group discussion and sharing of best practices.

Susan Keating, President and CEO, NFCC

Richard Cordray, Director, Consumer Financial Protection Bureau

(Left) Kathleen Kennedy Townsend, Managing Director, Rock Creek Group and Founder, Center for Retirement Initiatives at Georgetown University(Right) Ted Mitchell, Under Secretary, U. S. Department of Education

continued on page 4

From left to rightPeter Laroche, President and CEO, Financial Pathways of the Pied-mont; Cindy R. Seremek, President, American Financial Solutions; Kristen Holt, President and CEO, GreenPath Financial Wellness; Ken Goodgames, President and CEO, Transformance; Susan Keating, President and CEO, NFCC; and Cathy Allen, Chairman and CEO, The Santa Fe Group and Secretary, NFCC Board of Directors.

See For YourselfWatch a video of the conference highlights

Download the conference program www.nfcc.org/about-us/leaders-conference/

Find the “State of the Sector” under the Press tab at

NFCC.org, click on “Speeches.”

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NFCC Connect

The NFCC Honors Distinguished Leaders with the 2016 Making the Difference Awards

The NFCC’s Making the Difference Awards honor individuals who have made a significant contribution to assisting consumers with financial literacy, awareness and education. We individually, and as a country, benefit from their passion and dedication to improving lives through financial education. The awards were presented at NFCC Connect held this fall in Washington, D.C.

Dana DolanInterim Chief Communications Officer NFCC

Dana Dolan has been a tireless advocate for the NFCC, going far above and beyond what was asked and expected. Her work has transformed the NFCC in a number of ways, making it clear that the organization and its members are more relevant than ever in today’s marketplace. Her work has transformed the way the NFCC is presented to the world, and it has made a significant difference in the operational changes that have helped NFCC position its elf for the future. Dana’s energy, enthusiasm, and positive “can-do” attitude has left an impression on staff, members and stakeholders.

Phil Getz, Counseling Relationship Manager Navicore Solutions

Phil Getz has demonstrated a selfless commitment to the success of student loan counseling not only at Navicore Solutions, but at all NFCC member agencies. As a member of the NFCC’s Student Loan Task Force, Phil has been a valuable contributor to the project and has been instrumental in the build-out of the NFCC’s student loan counseling program. Thanks in part to Phil’s role with in development of the program’s holistic counseling protocol, it has been praised by some of our partner’s as the best work seen to date in the development of a comprehensive student loan counseling program.

Chair’s Award Consumer Advocate Award

The range of topics covered in the concurrent sessions was as diverse as NFCC’s member agencies. Panelists addressed fund-raising, human centered design, social media, online tools for financial education, the upcoming changes to NFCC coun-seling certification, helping student loan borrowers navigate

repayment options, growing your student loan and small business owners’ client base, media relations, and the U.S. Department of Housing and Urban Development provided hands-on training. There was something for everyone, and in some cases, it was hard to choose which session to attend. Attendees took back to their organizations new ideas, renewed sense of purpose, and a network of peers from around the country.

Mark Your CalendarNFCC Connect 2017 will be held October 1-4, in Anaheim, California. We hope you can join us. For more information contact Sarah Lawler at slawler@nfcc.org.

continued on page 5

continued from page 3

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Making the Difference Awards

Chair’s Award Consumer Advocate AwardRichard CordrayDirectorConsumer Financial Protection Bureau

Richard Cordray serves as the first director of the Consumer Financial Protection Bureau (CFPB). The CFPB’s aim is to make consumer financial markets work for consumers, responsible providers and the economy as a whole. The bureau protects consumers from unfair, deceptive, or abusive practices and take action against companies that break the law, and arms people with the information and stepstools that they need to make smart financial decisions. CFPB is a government agency created after the 2008 financial crisis to protect consumers.

Susan KoehlerSenior ManagerWalmart Foundation/Sam’s Club Giving

Susan joined Sam’s Club, a division of Walmart Stores Inc. and a leading membership warehouse club, to lead public relations in 2006. She quickly volunteered to help with charity and community projects and to meet fellow Associates. In 2010, she was given the opportunity to lead the Sam’s Club Giving Program and Community Involve-ment function for more than 600 clubs nationwide. Under Susan’s leadership and with the Walmart Foundation, Sam’s Club and the Sam’s Club Giving Program have contributed more than $28 million to micro enterprise development, training and access to capital programs as the early start to its Small Business Economic Mobility Initiative, which ultimately aims to get more capital to micro and small business owners and to create jobs.

Kathleen Kennedy TownsendFounderCenter for Retirement Initiatives, Georgetown University

Kathleen Kennedy Townsend has a distinguished history of accomplishment in the public arena, and for the last decade, has done the same in the private sector. She is a managing director at the Rock Creek Group, an invest- ment management company and the founder of the Center of Research Initiatives at Georgetown University where she serves as a research professor. She was appointed chair of the Governor’s Retirement Security Task Force for the State of Maryland.

Jerry QuinnMilitary & Veteran Programs ManagerWells Fargo Bank, N.A.

Jerry Quinn manages Wells Fargo’s Military Affairs Program, which includes development and oversight of military and veteran national partnerships, maintaining external relationships with the military community, including the Department of Defense, and providing counsel on military and veteran matters within the company.

Quinn has worked in the banking industry for more than 20 years, and is in his 26th year with the U.S. Army. During his nine-year career at Wells Fargo, Quinn was also a principal business relationship manager with Retail Banking in Colorado.

Partner Award Partner Award

The NFCC Honors Distinguished Leaders with the 2016 Making the Difference Awards

continued from page 4

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NFCC Awards of Excellence

Clockwise from top left: Nancy Rosenau, Clarifi; Kimberly Cole, Navicore Solutions; Martha Souder, Guidewell Financial Solutions; Majel Hein, Consumer Credit Counseling Service of LaCrosse.

Paul Atkinson, President and CEO, CCCS of Buffalo, Inc. and chair, NFCC operating committee, opens the 2016 Awards of Excellence Dinner at the annual conference.

NFCC Financial Educator AwardKimberly Cole, Navicore SolutionsKimberly Cole oversees the education department at Navicore and creates and maintains valuable relationships within the community. Her passion and dedication to financial literacy and Navicore Solutions has made her a true vanguard in her field.

NFCC Counselor of the Year Award Majel Hein, Consumer Credit Counseling Service of LaCrosseMajel Hein loves to be shot out of a cannon. With certifications in housing, education, student loan and credit counseling, Majel has accomplished tremendous results in several key community initiatives, always with an high level of energy, optimism and professionalism.

NFCC Outstanding Advocate Award Nancy Rosenau, ClarifiAt Clarifi, Nancy Rosenau serves as a board member, helps secure new funding and coaches clients, making her a true champion for the agency.

Brighter Financial Future Award-Credit Client Martha Souder, Guidewell Financial SolutionsWhen Martha Souder entered Guidewell Financial Solutions’ debt management program, she was nearly $50,000 in debt. When she completed the program, she had repaid what she owed and gained a host of new skills. In the past year, she’s also become a passionate financial literacy advocate.

NFCC Recognizes Member Agencies With Awards of ExcellenceThe Awards of Excellence were presented this fall at NFCC Connect in Washington, D.C. This year’s nominees and winners represent the commitment and dedication to the work our member agencies do everyday to help their communities thrive.

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NFCC Awards of Excellence

2016 NFCC Financial Educator Award Geoff Bullock, LSS Financial Counseling Chris Dlugozima, GreenPath Financial Wellness Robert Dunn, Consumer Credit Counseling Service of Buffalo, Inc. Dan Florea, Guidewell Financial Solutions Maria Ramirez, Transformance Suzy Wheeler, FamilyMeans

2016 NFCC Outstanding Advocate Award Nina Heck, Guidewell Financial Solutions Amy Parten, GreenPath Financial Wellness

2016 Brighter Financial Future Award Breadwinner Moms Carmen Harmon, Credit Counseling of Arkansas Credit Client Katie Atkinson, GreenPath Financial Wellness McKee Family, Consumer Credit Counseling Service of Orange County Rybka Family, Apprisen

2016 NFCC Counselor of the Year Kelley Boyd, Guidewell Financial Solutions Stan Cameron, Consumer Credit Counseling Service of Orange County Shannon Doyle, LSS Financial Counseling Shauna Fischer, Consumer Credit Counseling Service of Northern Illinois Sonja Goins-Singletary, Consumer Credit Counseling Service of Buffalo, Inc. Lauren Lovett, Navicore Solutions Libby Ludwig, Apprisen Julie MacDougall, GreenPath Financial Wellness Erika Ruelas, Springboard Nonprofit Consumer Credit Management Inc. Amber Sattler, Navicore Solutions Randi Shober, Tabor Community Services, Inc.

Congratulations Awards of Excellence Nominees

Kimberly Cole, Navicore Solutions. Left to right: Wayne Griesbach, Executive Director, Consumer Credit Counseling Service and Majel Hein, Consumer Credit Counseling Service of LaCrosse.

Meet all of the award winners on NFCC’s YouTube channel.

http://bit.ly/2fnD0dn

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Partnerships

Small Business OwnersAs you know from our exciting announcements throughout 2016, we have been extremely busy seeking new Sharpen funding opportunities as well as other targeted initiatives. We are most appreciative and excited about our recent grant funding in the amount of $240,000 from Sam’s Club Giving, targeted towards Sharpen counseling for small business owners. A portion of this funding was specifically designated for profes-sional development efforts for our NFCC certified counselors. As a result, 60 counselors and educators were able to attend the 2016 NFCC Connect Conference in Washington, D.C. They spent two days in required training sessions and participated in a planning

session to help identify best practices specific to consumers who own small businesses. As a result of these outcomes, we are currently underway coordinating our next steps, including working with our partner OFN as they finalize the official launch of www.venturize.org.

Library Workshop ProjectThe NFCC is most appreciative of Discover Financial Services’ ongoing support and commitment of $250,000 to be directed towards the NFCC Community Educators Project. Because of Discover’s continued generosity, this program is now able to expand to include more member agencies, more libraries and more states across the country and Puerto Rico, conducting a minimum of 200 workshops.

Our agencies have worked collaboratively with local library partners to identify workshop topics that are specific to community needs and concerns, increasing attendance and positive feedback. As we move forward, we will be implementing a standard-ized survey for these workshops which will give us the ability to better measure outcomes.

Workshop in Areas of Greatest NeedIt is also very exciting to announce the receipt of an additional $100,000 grant from TD Bank for workshops to be conducted in their identified target markets. This funding will allow us to double our efforts and outreach within their footprint. The NFCC and our participating member agencies are most appreciative of TD Bank’s continued support and this generous additional grant.

Sharpen 2.0Sharpen 2.0 implemented a new opportunity in 2016 which incorporated automated reminders as a part of the follow up process with Sharpen clients. We have proven results that using technology, such as these automated emails and texts, indicates improvements in retention and satisfaction ratings for clients. NFCC counselors report that it increases efficiency and productivity for them as they can more easily reach and stay in touch with the consumer.

Members or partners with questions or ideas around partnership opportunities should contact Ann Estes at aestes@nfcc.org.

New Funding for the NFCC

Small business session at NFCC Connect.

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Student Loan Counseling

Student Loan Technology PlatformThe NFCC and its technology partner, Speridian Technologies, have been busy working on the development of the NFCC Student Loan Technology Portal. Development activities include screen development, optimizing process flow, testing and validation and user training. Work is continuing on connecting member client management systems and member agency websites to the NFCC student loan platform.

The portal, launched in November, is intended to provide an efficient process for gathering student loan client data needed for holistic student loan counseling and program monitoring. Components of the platform include a web intake portal, rules based recommendation engine and a central database. Student loan counseling clients will be able to access the portal from the NFCC’s Studentloanhelp.org site, or from NFCC member agency sites. Client intake data will be routed to agencies to aid NFCC certified student loan counselors in making appropriate student debt recommendations based on client-specific financial details. Counseling outcome data will be shared with the NFCC to assist in program evaluation and outcome tracking.Work in continuing on connecting client management systems and member agency websites to the NFCC student loan platform.

Student Loan Recertification The NFCC has completed the development of recertification materials for student loan counselors. NFCC student loan counselors are required to recertify on an annual basis. The recertification content includes a refresher of key material from the initial student loan certification program, student loan repayment program updates and new trends affecting the student loan landscape, as well NFCC specific student loan counseling program updates. Counselors are notified when their student loan certification is

within 30 days of expiring and receive notification when they may begin the recertification process.

Student Loan Counseling Program

Studentloanhelp.org

Student loan debtis rising at a rate of

$2,698.30 per second. Watch the debt grow at

www.studentloanhelp.org/tools.

1.2 milliontotal clients serves by

NFCC member agenciesin 2015

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Creditor Relations

Both Bank of America and Synchrony Financial recently began accepting NFCC Credit Solution Plan™ (CSP™) proposals, joining JPMorgan Chase which implemented last year. In addition, we anticipate two more large financial institutions going live with CSP before the end of this year. This signifies a huge step toward streamlining the process of enrolling consumers onto a Debt Management Plan and improving operational efficiencies for both credit counseling agencies and financial insti-tutions. With more financial institutions on board, the NFCC will also soon be disseminating CSP training materials for non-NFCC agencies.

In addition to their focus on CSP implementation, the NFCC’s Advisory Council continues to provide input on key strategic initiatives. Through the efforts of the Council’s Operations Working Group, we have very recently updated the existing NFCC Member Quality Standard around data security. These updates provide further definition and clarity around the existing member data security requirements, ensuring that our agencies are taking the steps necessary to protect sensitive client information. Additionally, the Council’s Data and Evaluation Working Group continues to work toward streamlining the NFCC member data collection processes, developing member performance benchmarks and creating clear pathways to more third party evaluation projects.

Over the past few months, we have also welcomed four new Advisory Council members: • Sean Cooney, Senior Vice President, Operational Risk Manager, Citi • Eric J. Ellman, Senior Vice President, Public Policy and Legal Affairs, Consumer Data Industry Association (CDIA) • John J. Fisher, Chief Relationship Officer, Money Management International • Brett Theodos, Senior Research Associate, Metropolitan Housing and Communities Policy Center, Urban Institute

These new members have filled in some vacant positions and expertise areas on the Council, and will bring welcome perspectives to the group.

For more information about the NFCC CSP or our Creditor Relations work, please contact Jeff Faulkner, executive vice president, at 202-677-4307 or jfaulkner@nfcc.org.

Creditor Relations Update

NFCC Connect Annual Conference Anaheim, California

thedatesave October 1-4, 2017

Registrationopens in May

NFCC Connect Annual Conference Anaheim, California

October 1-4, 2017

Registrationopens in May

Winter 2016 | NFCC Notables 12

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NFCC Member Agency News & Notes

On July 6, Family Services, Inc. officially rebranded to Origin SC. The decision to rebrand reflects the growth of their community and programs since they began providing services in 1888. As one of the original nonprofits in the Charleston area, Origin SC’s new name symbolizes the many years the organization has been in existence. Despite the change, they remain dedicated to helping individuals achieve financial and housing stability through advocacy, counseling and education.

“The name Origin inspires our agency to relate to our clients and the community we serve, and aligns with our mission to empower individuals to achieve financial and housing stability,” CEO David A. Geer III said. Origin offers assistance and programs such as financial coaching, homeownership education, home preservation, housing stability and family violence intervention. The organization reaches up to 8,000 people every year.

“The process to change our name was an arduous process, and one that our organization did not take lightly,” marketing and development director Jenna Johnson said. “Our goal and our hope is that by rebranding, we will reach and serve more people who may not have known about our multiple programs.”

Johnson added that the name reflects the nonprofit’s history and purpose. “Family Services began in 1888 - not many nonprofits or companies can say that,” she said. “Out of our ‘origin’ has come a multi-faceted organization - one where anyone, from any background, and in any situation can begin their path to financial and housing stability. We are your ‘Origin.’ We’re here to help you reach your goals.”

Origin’s tagline depicts that same thought: your path to home starts here. It is a name that shows their legacy and their future. View Origin’s reveal video here. To begin your journey and learn more about Origin’s programs, go to www.OriginSC.org.

Our New Name! Origin: Your Path to Home Starts Here

See For Yourselfhttp://bit.ly/2gU8u9A

Winter 2016 | NFCC Notables 14

NFCC Member Agency News & Notes

Navicore Solutions is pleased to announce that the Wells Fargo Housing Foundation (WFHF) has awarded us a new grant in support of our housing counseling services in our New Jersey and Nevada office locations.

The WFHF is dedicated to creating affordable and sustainable housing across the United States through collaborations with nonprofit organizations. Their commit-ment to housing initiatives has truly made a difference in communities throughout the country and we are proud to have been selected to uphold their mission.

The funding from the WFHF will support our pre-purchase homebuyer counseling and education to first time home buyers, default/foreclosure prevention counseling, and boomerang buyer housing counseling to residents who experienced a fore-closure but are ready to become homeowners again.

Navicore Solutions’ holistic approach to counseling serves to assist distressed homeowners and potential homebuyers to overcome their budgeting challenges and achieve their goals by providing actions steps, recommendations and resources. With the generous support of the WFHF, Navicore Solutions’ housing counseling and education services will promote sustainable homeownership, stable neighborhoods and fewer foreclosures in New Jersey and Nevada.

We would like thank the WFHF for their continued support in serving our communities!

On October 14, Sam Hohman, CEO of Credit Advisors Foundation, was invited to a round-table discussion regarding student loans with Rep. Brad Ashford of Nebraska’s 2nd Congres-sional District and Rep. Mark Pocan of Wisconsin’s 2nd Congressional District. Pocan was co-introducer of The Degrees Not Debt Act in 2016 that seeks to ensure college affordability for all Americans.

Both Congressmen were in Omaha to discuss the status and future of our nation’s student loan problems. At the roundtable were five recent graduates and representatives from three university student aid departments. Sam Hohman was the sole social service agency representative.

Ashford and Pocan were seeking to better understand the current issues surrounding student loan repayment. “Both Congressmen are keenly aware of the burdens that student loan debt repayment can place on individuals. Congressman Ashford has a bold idea for addressing issues specifically related to student loan consolidation,” said Hohman.

Credit Advisors Foundation looks forward to continuing to contribute to community dialogue in order to resolve the many issues that surround student loan repayment.

Navicore Receives Wells Fargo Housing Foundation Grant

Credit Advisors Foundation Attends Congressional Roundtable on Student Loan Debt

Left to Right - Rep. Brad Ashford, Sam Hohman, CEO, Credit Advisors Foundation, Rep. Mark Pocan.

Winter 2016 | NFCC Notables 15

NFCC Member Agency News & Notes

CCCS of Mobile Helping Clients for 30 Years

Financial Literacy Train-the-Trainer for Librarians

Consumer Credit Counseling Services of Mobile (CCCS) has been working to help clients in southwest Alabama for the past 30 years. The agency’s services have evolved and expanded over the past year and has recently launched online bankruptcy classes.

In April, CCCS hosted an open house event for current and potential clients. During this event people were able to meet the individual clients and learn more about our agency services. In August, certified credit counselor Monica Wiggins held a Lunch & Learn event to teach people more about their credit reports and credit scores. The turnout was great and they were even able to secure new clients. In December, the agency will partner with another nonprofit group to offer other Lunch & Learn opportunities to members of the community.

CCCS relies on grants, fundraisers and donations to continue to offer the community quality financial services and edu-cation. They feel that having the support of the NFCC and the community of other credit counseling agencies has been a tremendous help to the continued success of our organization.

For a complete list of Consumer Credit Counseling Services of Mobile’s programs and workshops please visit cccsmobile.org.

NFCC-member agency, credit.org (formerly Springboard Nonprofit Consumer Credit Management, Inc.), was one of the presenters at the Southern California Librarian Training Day, a train-the-trainer event librarians. The full day training was con-vened by the Consumer Financial Protection Bureau (CFPB).

CFPB’s Community Financial Education Program provides materials for libraries across America. The library training event covered the following topics to assist librarians in topics their patrons inquire about: retirement strategies, pro bono financial planning, credit 101, paying for college and owning a home, and resources for special populations.

Left to right: Catherine Hong, Special Projects/Outreach Librarian, San Diego Public Library; Mary Salinas Durón, Senior Community Affairs Specialist, Federal Deposit Insurance Corporation (FDIC); Ken McDonnell, Office of Financial Education, CFPB; Melinda Opperman, Chief Relationship Officer, credit.org; and Carmen Cruz, Office of Financial Education, CFPB.

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NFCC Member Agency News & Notes

Facebook Live Q&A with American Financial Solutions

CCCS of Buffalo Sees 192% Increase in New DMPs for October

On October 27, American Financial Solutions’ (AFS) education and communications director, Becky House, appeared on “Facebook Live” with Jesse Jones of KIRO 7 News, the Seattle CBS affili-ate. Viewers from around the country wrote in to have their credit questions answered.

In addition to showcasing AFS, the program provided a platform for sharing the benefits of credit counseling. The 30-minutes segment reached over 13,000 people.

Since the recent launch of their new marketing campaign and the implementation of some other agency procedural changes, CCCS of Buffalo have seen some amazing results.

CCCS of Buffalo immediately observed the following increases for October: • A 657% increase of new users to our website • A 240% increase in Online FCO submissions • 192% increase in new DMPs over average per month in 2015. It was also the largest increase of new DMPs since May 2010.

“Wow. We know that we have only been able to realize these results due to the hard work and dedication of our teamcontributing their valuable talents,” said Paul Atkinson, President and CEO of CCCS of Buffalo, and Chair, NFCC Operating Committee. “Our local programming also ties into the national programming by the NFCC in efforts of rebranding ourselves and finding successful clients as spokes-people for our cause.”

Please visit our Facebook to see the new ad, https://www.facebook.com/CCCSBuffalo/.

Twitterwww.twitter.com/NFCC

Facebook www.facebook.com/NFCCDebtAdvice

NFCC Bloghttp://financialeducation.nfcc.org

Jesse Jones of KIRO-7 and Becky House of American Financial Solutions.

Watch here:http://bit.ly/AFS_KIRO

Winter 2016 | NFCC Notables 18

NFCC Member Agency News & Notes

To better serve their clients, Transformance team members earlier this year installed new customer service processes and reorganized its customer service and outreach staff. Today, each Transformance client connects with a Navigator (a customer service representative) and an Outreach Coach, and the teams work in tandem to improve communication and create a new customer experience.

“We wanted to streamline our response efforts by eliminating unnecessary steps in connecting our clients with the help they need and expand our reach in the community,” said Wanda Saunders, Vice President of Client Programs and Services. “As our agency is evolving and transforming, we needed our customer service team and outreach team to grow as well. So we took a team approach.”

Since the Outreach Coaches regularly lead workshops or make appearances out in the community, they are occasionally unavailable during office hours to meet or speak with their clients. Navigators are able to assist clients with immediate needs, complete follow-up documentation, and schedule call-back appointments with greater efficiency. The result is an increase in customer satisfaction and client retention, and improved communication between team members.

“We’re empowering our customer service team, the Navigators, to do more than simply wait for the phone to ring, set up appointments, log a ticket or take a message,” Saunders said. “This shared ownership gives our outreach team more time to spend on one-to-one coaching and personalizing the client experience.”

Transformance Introduces Navigator-Coach Experience

NFCC Connect Gold Sponsor 2016

Wanda Saunders and Regina Blackwell

Winter 2016 | NFCC Notables 19

NFCC Member Agency Spotlight

NBA Star Supports Work of Member AgencyFinancial Pathways of the Piedmont, in North Carolina, held their VIP Event and Annual Luncheon in September. Former Los Angeles Laker and University of North Carolina-Chapel Hill basketball stand-out James Worthy was the featured guest at both events. The VIP reception was held at Divine Llama Vineyards and included an in-timate meet-and-greet. The luncheon was held the next day at the Benton Convention Center in Winston-Salem. Worthy spoke about his passion for helping underprivileged youth and his concern that they have a solid financial base. Worthy has been successful at every level, from his days as an NCAA Champion as Most Outstanding Player with the UNC Tar Heels to his time in the NBA where he was an MVP.

Left to right: Peter Laroche, President and CEO, Financial Pathways of the Piedmont, James Worthy, Peggy Laroche

Winter 2016 | NFCC Notables 20

NFCC Member Agency Spotlight

CCCS-OC Brings Auto Finance Excellence Award to Hyundai Capital AmericaHyundai Capital America (HCA) was one of five companies rec-ognized with an Auto Finance Excellence Award during a special ceremony held at the 2016 Auto Finance Summit. In particular, HCA was singled out for their community service and the Financial Futures Volunteer Program developed through its partnership with Consumer Credit Counseling Service of Orange County (CCCS-OC).

The Financial Futures Program provides a stimulating classroom environment whereby HCA’s employees volunteer to teach financial literacy to at-risk youth and young adults in the community. CCCS-OC coordinates these popular classes with local high schools and other community centers and HCA, and CCCS-OC holds monthly train-the-trainer classes with the HCA volunteers.

After a successful first year, the programs were expanded to the other locations of HCA in Atlanta and Dallas and includes NFCC agencies Transformance and Clearpoint Credit Counseling Solutions.

CCCS-OC anticipates that this successful program will continue with the growth of HCA and will become a model for other companies in the future.

HCA volunteers for CCCS-OC Financial Futures for Youthand Young Adults Program.

Check out FreePractical Money Skills

for life at:www.practicalmoneyskills.com

NFCC 2016Silver Sponsor

Winter 2016 | NFCC Notables 21

NFCC Member Agency Spotlight

In November, Triangle Family Service (TFS) received the Neighborhood Builders Award from Bank of America. Through the award, Bank of America will provide TFS with a unique combination of leadership development, $200,000 in flexible funding, a national network of peer organizations and the opportunity to access capital to expand their impact.

Since 1937, TFS has served as the safety net for families in crisis. TFS accomplishes its mission through its three core program areas: family safety, financial stability and mental health. The organization has been a part of their community for almost 80 years, providing data-driven services to more than 13,000 families annually. TFS’s commitment to utilizing wrap-around services, and a case management model to secure stability, is simply one example of best practices at work positioning them as an industry leader.

Since 2004, Bank of America’s Neighborhood Builders program has helped nonprofits create greater impact in their com-munities and better prepare for the future by providing the tools and resources they need to develop stronger strategic plans, chart a succession roadmap, navigate through tough economic times, and enhance their funding opportunities.

Triangle Family Service Receives 2016 Neighborhood Builders Award from Bank of America

Alice Lutz, CEO, Triangle Family

Services

Virginia Parker, Senior Vice President/

Triangle Market Manager, Bank

of America

NFCC member agency Clarifi received two awards from the Penn-sylvania Housing Finance Agency (PHFA). Rosemary Ashton, credit and housing counselor for Clarifi, was honored with the Best Hous-ing Counseling Specialist award. Clarifi also won an overall agency award for education and coaching.

Rose was honored in part for her proactive work in Montgomery County, Pennsylvania’s, foreclosure prevention program. She is highly respected by the judge and attorneys who work in the program, and always makes sure her clients’ voices are heard. As a result of Rose’s innovation, dedication and advocacy, her outcomes in Montgomery County are exceptionally high, with 35 percent of her clients avoiding foreclosure and 68 percent remaining in their homes.

Clarifi was recognized as an agency for its financial education and coaching. In 2015, they delivered over 373 workshops, reaching over 4,500 participants. Clarifi’s comprehensive curriculum helps clients with setting goals, managing money, saving and investing and choosing financial products.

The agency’s boot camp program was also spotlighted. The dynamic program combines education, counseling and coaching to help clients meet goals over a six-month period. In 2015, 66 percent of client respondents said they felt more in control of their finances after completing the program.

Clarifi Takes Home Two Housing Awards

Left to right: Markita Morris-Louis, Patty Hasson, Rosemary Ashton, Anita Brown, Will Hall

Bruce McClaryVice President of CommunicationsNational Foundation for Credit CounselingOffice: 202-677-4301Mobile: 202-780-5432Email: bmcclary@nfcc.org

© Copyright 2016.National Foundation for Credit Counseling, Inc.(NFCC) is a registered trademark.

NOTABLES is produced semiannually by the NationalFoundation for Credit Counseling, Inc.® (NFCC®) forits membership and stakeholders. The newsletterprovides information and resources to advance theorganization’s mission. Editorial contributions andcomments are always welcomed.

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