Bilingual Client Success Coach
About The Position
Windmill Microlending empowers skilled immigrants and refugees to build careers in Canada while reducing poverty and labour shortages. We do this by offering affordable loans along with client success coaching, financial literacy training, and mentorship for newcomers who lack access to mainstream credit. Since 2005, Windmill has provided over 15,000 loans to clients in healthcare, IT, financial services, law, engineering, and many other fields to triple their incomes as a result of returning to their trained fields. Windmill is a registered Canadian charity supported by donations and community bonds from the private sector and grants from the public sector. At Windmill, you can make a meaningful impact on the lives of thousands of newcomers. Join a diverse, dynamic team at a leading Canadian not-for-profit where empowering our clients starts with creating an enjoyable workplace for our staff. Our commitment to a fulfilling environment is evident in our 85+% average employee engagement scores on our annual survey. The Client Success Coach plays a vital role in helping skilled immigrants and refugees rebuild and advance their careers in Canada. As the primary point of contact, you guide clients through the loan application process and provide one-on-one coaching to assess and support their financial and career plans. As a client champion, your work positively impacts the lives of many.
Requirements
- Excellent written and verbal communication skills in English and French
- Experience delivering client-centred service
- Proficiency in MS Office
- Familiar with data management and CRM systems
Nice To Haves
- Patient, compassionate and skilled at building trust with a diverse client base
- Strong attention to detail, ensuring work is accurate and clients feel genuinely supported
- Active listening skills, asking clarifying questions and explaining complex topics clearly and simply
- Ability to manage multiple priorities with confidence and remain calm under pressure
- Proactive and thoughtful, enjoying identifying what’s working, improving what isn’t and seeing initiatives through from start to finish
- Curiosity, care and purpose in work
Responsibilities
- Respond to inquiries and provide client support via phone, email and Zoom promptly and professionally
- Guide clients through the loan application process, ensuring applications are complete, accurate and move forward efficiently
- Assess and process loan applications in alignment with policies and risk guidelines
- Ensure data is entered correctly and matches across all systems
- Deliver a supportive, client-centred experience
- Take on special projects related to reporting, process improvement or software implementation as required
- Deliver coaching sessions to assess clients’ learning plans, financial readiness and employability
- Apply risk policies consistently and share insights to strengthen risk practices
- Support client success by recommending resources such as financial literacy training, mentorship and community supports
- Ensure a smooth and timely transition from loan assessment to disbursement
- Manage time effectively to offer flexible and accessible coaching appointments
- Stay informed on accreditation pathways and labour market demand
- Conduct regular check-ins to support engagement and long-term client success
- Maintain accurate, up-to-date records of client progress and outcomes
Benefits
- Three weeks’ vacation, plus a company-wide winter break
- Benefits plan – medical, dental, short & long-term disability, and life insurance
- Annual Wellness Budget to support personal well-being
- Access to Group RRSP with matching employer contributions
- Opportunities for advancement in a supportive and inclusive environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
