Client Care Specialist (Pacific Time Zone)

The Credit Counselling Society

9h•$45,188 - $51,142•Remote

About The Position

The Client Care Specialist is the Credit Counselling Society's (CCS) first point of contact for the clients who call in looking for help with their finances. This particular position will work a Pacific time zone schedule (British Columbia) . This role is an ambassador for the organization, building trust with clients and offering them an empathetic and calming presence during challenging circumstances. You will need to use active listening skills to ensure you are providing the appropriate resources and supports for a client, depending on their specific situation. In this role, you will use your judgment to determine how to best help the client, easing their concerns and connecting them with a Credit Counsellor when appropriate, or other resources where applicable. Regardless of your background, you will receive training and support to help clients with their initial questions regarding their financial situation. In addition to clients who call in, we receive a number of online inquiries as well. Part of this role will involve reaching out to clients who have asked us to contact them, to go through the intake process. Your role will also include fulfilling a number of administrative tasks to support their success during their relationship with CCS. Yours is an important role in the client's financial journey!

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.

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

Answering calls from clients looking for help with their finances
Building trust with clients and offering them an empathetic and calming presence
Using active listening skills to provide appropriate resources and supports
Using judgment to determine how to best help the client
Easing client concerns and connecting them with a Credit Counsellor or other resources
Reaching out to clients who have asked to be contacted to go through the intake process
Fulfilling administrative tasks to support client success

Benefits

The starting salary range for this role and location is $45,188 – $51,142, which may fluctuate based on geography and previous education and experience.
Plus, we offer an annual salary review process each January, so the successful candidate can expect to receive regular increases to their salary, subject to meeting established performance objectives.
Three weeks vacation to start, plus 3 CCS days to use at your discretion and 6 Sick/Personal Days each year. These benefits will be prorated for your first year of employment.
A comprehensive health and wellness benefits package, including Prescription Coverage, Extended Health and Dental Coverage, a Health Spending Account, and a Wellness Spending Account. These benefits will be prorated in your first year of employment.
A 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).
The opportunity to participate in our two-level employee development program and supplemental mentoring relationships to support those in terested in furthering their professional growth.
Celebration of personal and organizational milestones, including a paid day off when moving or getting married, as well as 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.