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 role is an ambassador for the organization, building trust with clients and offering them an empathetic and calming presence during challenging circumstances.
Use active listening skills to ensure you are providing the appropriate resources and supports for a client, depending on their specific situation.
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.
In addition to clients who call in, you will reach 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.

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 French is an asset.

Three weeks vacation to start, plus 3 CCS days to use at your discretion and 6 Sick/Personal Days each year.
A comprehensive health and wellness benefits package, including Prescription Coverage, Extended Health and Dental Coverage, a Health Spending Account, and a Wellness Spending Account.
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 interested 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.

Client Care Specialist

Key skills