Client Care Specialist (Pacific Time Zone)

The Credit Counselling Society•New Westminster, BC

2d•Hybrid

About The Position

The Client Care Specialist is the Credit Counselling Society's (CCS) first point of contact for clients seeking financial help. This role acts as an ambassador for the organization, building trust and offering an empathetic presence. The specialist will use active listening and judgment to assess client needs, provide appropriate resources, connect them with a Credit Counsellor or other resources, and handle initial inquiries. Training and support will be provided. The role also involves reaching out to clients who have submitted online inquiries for the intake process and fulfilling administrative tasks to support client success. This is a crucial 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).
Occasional early morning availability required (i.e., 5:30 am).
Ability to work rotating Saturday shifts (average of one per month).
Professional and empathetic manner.
Demonstrated active listening skills.
Ability to connect with clients and convey information accurately.
Excellent communication & interpersonal skills.
Genuine desire to work as part of a team and help people.
Positive, can-do attitude.
Solution-focused approach.
Ability to adapt to change.
Ability to work well under pressure.
Strong organizational abilities.
Ability to switch between tasks quickly.
Ability to occasionally manage simultaneous conversations while ensuring attention to detail.
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

Serve as the first point of contact for clients seeking financial assistance.
Build trust with clients and provide an empathetic and calming presence.
Utilize active listening skills to understand client situations.
Provide appropriate resources and support based on client needs.
Use judgment to determine the best course of action for clients.
Connect clients with a Credit Counsellor or other relevant resources.
Conduct intake processes for clients who have submitted online inquiries.
Perform administrative tasks to support client success.

Benefits

Starting salary range: $45,188 – $51,142 (may fluctuate based on geography and previous education and experience).
Annual salary review process each January with potential for regular increases.
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.
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, with increases at 5th and 10th anniversaries).
$1,000 annual bonus upon the organization achieving Client Satisfaction goals.
Educational reimbursements (up to $2,500/year).
Two-level employee development program.
Supplemental mentoring relationships.
Celebration of personal and organizational milestones (e.g., paid day off for moving or getting married, gifts for having a child or milestone service anniversary).
Employee and family assistance program (counselling support and a wide variety of support resources).