CharityVillage

What This Role Involves:

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. Bilingual fluency in both of Canada's official languages (English and French) is a requirement for this position, and given that we support our clients in a variety of languages, fluency in other languages is an asset.

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!

What We Have To Offer:

The starting salary for this role in the outlined location is $41,210, but this may fluctuate based on geography and previous education and experience.

In addition, 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.

We are proud to qualify as a Great Place to Work! Our employees love the close-knit team environment and the commitment to work-life balance, which includes a 35 hour work week and generous time off provisions!  It’s important to us that every member of our team feels safe, supported, and respected at work.  To support this goal, we are an Employer Partner of the Canadian Centre for Diversity & Inclusion (CCDI), offering every member of our team a chance to learn more about the role we all play in creating that space together.

In addition, we are all rewarded by the meaningful work we do, and the opportunity to make a difference in the lives of our clients each day.  Our team has the opportunity to work remotely on a hybrid basis, but even though we aren’t in the same office, we have chat groups and activities supported by our Culture Club, to offer our team the chance to develop relationships and have some fun at work too!

In addition to a great workplace culture, our employee experience and compensation package includes:

• A comprehensive health and wellness benefits package, including $850/year for prescription coverage, $3,150/year for a Health Spending Account, $300/year for a Wellness Spending Account, and $300/year for a myFlex benefit to be allocated between the Health and Wellness Spending accounts to best meet each employee's needs. (These benefits are prorated for the first year of employment.)
• Long term savings program with employer matching (starting at 5%).
• Educational reimbursements (up to $2,500/year).
• Three weeks vacation to start, plus 3 CCS days to use at your discretion and 6 Sick/Personal Days each year. (Paid leave is also prorated for the first year.)
• 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 through Inkblot Therapy, offering counselling support as well as a wide variety of support resources.
• The opportunity to participate in our two-level employee development program and supplemental mentoring relationships to support those interested in furthering their professional growth.

What We Are Looking For:

The successful applicant for this position will bring the following experience and attributes:

• One to two years of customer service experience required; call centre experience preferred.
• Availability to work variable shifts, scheduled between 7:30 am and 6:30pm (Eastern), with a Saturday shift once each 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.
• Fluency in French (written and spoken.)
• 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.

Who We Are:

CCS is an accredited non-profit organization that offers support to clients who are encountering financial challenges. Every year, we change the lives of thousands of people who are looking for help to get their life back.

Our mission, should you choose to accept it: We Help. We Educate. We Give Hope. 

CCS is committed to the ongoing development of a safer, respectful and equitable space for employees, clients and stakeholders of all backgrounds, identities, and abilities. Please see our Commitment to Equity, Diversity, and Inclusion for more details.

Work Environment:

This is a full-time position that requires you to have the ability to work remotely from your primary residence. From time to time and with advance notice, this position will be required to work from our Ottawa or Toronto office (depending on the location of the successful candidate).

How to Apply:

If this opportunity sounds like a good fit, we would love to hear from you! Please send in your resume and a cover letter, explaining your interest in the role and what you would bring to it.

We are an equal opportunity employer and encourage applications from members of groups that have been marginalized on the grounds included in the Human Rights Codes of Canada and the provinces we serve, including: status as a First Nation, Métis, Inuit, or Indigenous person, race, country of origin, disability, sex, sexual orientation, gender identity or expression, political belief, religion, marital or family status, age, and/or social standing.

Applications from all qualified individuals are welcome, and successful candidates must be eligible to work in Canada. 

Due to the volume of applications received, we will only reach out to candidates who are shortlisted for further consideration.  Thank you for your interest!

Keywords: bilingual, customer service, call centre, credit, non-profit, not for profit, banking, finance, administration, great place to work, intake, first contact, inclusive, financial literacy, help, debt help, hybrid, remote