Client Care Specialist (Pacific Time Zone)

The Credit Counselling Society

9d•Hybrid

About The Position

The Client Care Specialist is the Credit Counselling Society's (CCS) first point of contact for clients seeking financial assistance. This role acts as an ambassador for the organization, building trust and offering an empathetic presence. Responsibilities include using active listening to provide appropriate resources, determining how best to help clients, easing concerns, and connecting them with Credit Counsellors or other resources. The role involves an intake process for clients who have inquired online and requires fulfilling administrative tasks to support client success. Training and support will be provided for initial client inquiries regarding their financial situation.

Requirements

One to two years of customer service experience required.
Call centre experience preferred.
Availability to work variable shifts, typically scheduled between 8:30 am - 8:00 pm (Pacific Time), with occasional early morning availability required (i.e., 5:30 am).
Saturday shifts rotate among the team, with an average of one per month.
Professional and empathetic manner, demonstrating active listening skills, and the ability to connect with clients and convey information accurately.
Excellent communication & interpersonal skills, demonstrating a genuine desire to work as part of a team and help people.
Positive, can-do attitude and a solution-focused approach, with the ability to adapt to change and work well under pressure.
Strong organizational abilities, including the ability to switch between tasks quickly and occasionally manage simultaneous conversations while ensuring attention to detail.
Fluency in English is required.
Must be eligible to work in Canada.

Nice To Haves

Fluency in French is an asset.
Candidates who can work with both French and English will qualify for a Bilingual Credit, valued at $800 annually and paid on a prorated bi-weekly basis.

Responsibilities

Act as the first point of contact for clients seeking financial assistance.
Build trust with clients and offer an empathetic and calming presence.
Use active listening skills to provide appropriate resources and support based on client situations.
Determine how best to help clients, ease their concerns, and connect them with Credit Counsellors or other resources.
Conduct the intake process for clients who have inquired online.
Fulfill administrative tasks to support client success.
Handle initial client questions regarding their financial situation.

Benefits

Annual salary review process each January with regular increases subject to performance.
35-hour work week.
Generous time off provisions.
Three weeks vacation to start.
3 CCS days to use at your discretion.
6 Sick/Personal Days each year.
Comprehensive health and wellness benefits package, including Prescription Coverage, Extended Health and Dental Coverage.
Health Spending Account.
Wellness Spending Account.
Long-term savings program with employer matching (up to 5% in the first 5 years of employment, with increases at 5th and 10th anniversaries).
A $1,000 annual bonus upon the organization achieving our Client Satisfaction goals.
Educational reimbursements (up to $2,500/year).
Opportunity to participate in a two-level employee development program.
Supplemental mentoring relationships.
Celebration of personal and organizational milestones, including a paid day off when moving or getting married.
Gifts for important events like having a child or celebrating a milestone service anniversary.
Employee and family assistance program that offers counselling support as well as a wide variety of support resources.