Client & Creditor Liaison (Hybrid/Remote)

The Credit Counselling Society

5d•Hybrid

About The Position

The Client & Creditor Liaison acts as an intermediary between our clients who are participating in a Debt Management Program (DMP), their Credit Counsellor, and their creditors. You will manage a caseload of clients, assisting the onboarding process at the start of their program and working alongside them throughout the duration of their debt repayment journey. While sometimes this means following up and being an encouraging cheerleader when things are challenging, you also get to help celebrate their achievements, particularly once they successfully complete their debt repayment. You will also work collaboratively with creditors, advocating for solutions that meet our clients’ needs throughout the term of the Debt Management Program. These interactions involve securing creditor participation in the Debt Management Program and reviewing and processing relevant financial documents. You play an important role in working alongside our clients throughout their debt repayment journey!

Requirements

Two or more years of customer service and administrative experience required.
Availability to work variable shifts, scheduled between 5:30am – 6:00pm (Pacific) | 8:30am - 9:00pm (Eastern).
Independent and creative thinker with a positive attitude and a solution-focused approach.
Ability to adapt to change and work well under pressure.
Strong organizational abilities, including the ability to manage a number of priorities while ensuring attention to detail.
Professional and empathetic phone manner, demonstrating active listening skills, and the ability to convey information accurately.
Excellent communication & interpersonal skills, demonstrating a genuine desire to work as part of a team and help people.
Proven ability to negotiate with multiple parties, with a focus on finding mutually beneficial solutions.
Must be eligible to work in Canada.

Nice To Haves

Post-secondary education preferred.
Previous banking/financial industry experience preferred.
Fluency in French is an asset.

Responsibilities

Manage a caseload of clients participating in a Debt Management Program (DMP).
Assist clients with the onboarding process at the start of their program.
Support clients throughout their debt repayment journey, including follow-ups and celebrating achievements.
Collaborate with creditors, advocating for solutions that meet client needs.
Secure creditor participation in the Debt Management Program.
Review and process relevant financial documents.

Benefits

Annual salary review process each January.
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, a Health Spending Account, and a Wellness Spending Account.
Long-term savings program with employer matching (up to 5% in the first 5 years of employment, with increases upon completion of 5, 10, and 15 years).
Educational reimbursements (up to $2,500/year).
Two-level employee development program.
Supplemental mentoring relationships.
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.