Client Success Coach
Windmill Microlending
This job is no longer accepting applications
See open jobs at Windmill Microlending.See open jobs similar to "Client Success Coach" TELUS.Customer Service
Montreal, QC, Canada · Calgary, AB, Canada · Toronto, ON, Canada · Toronto, ON, Canada · Montreal, QC, Canada · Calgary, AB, Canada
Posted on Dec 5, 2024
About Windmill Microlending
Windmill Microlending enables immigrants and refugees to build careers in Canada while reducing poverty and labour shortages. We do this by offering affordable loans along with career assessment coaching, financial literacy training, and mentorship for newcomers who lack access to mainstream credit.
Since 2005, Windmill has provided over 12,000 loans to clients in healthcare, IT, financial services, law, engineering, and many other fields to triple their incomes as a result of our affordable loans and support. Windmill is a registered Canadian charity supported by donations and community bonds from the private sector and grants from the public sector.
At Windmill, you can make a meaningful impact on the lives of thousands of newcomers. Join a diverse, dynamic team at a leading Canadian not-for-profit where empowering our clients starts with creating an enjoyable workplace for our staff. Our commitment to a fulfilling environment is evident in our 90% average employee engagement scores on our annual survey.
The role:
The Client Success Coach role offers a rewarding opportunity for a driven individual passionate about coaching and career development, eager to make a meaningful impact on others’ lives. Reporting to the Manager, Client Success, as part of a dedicated team of like-minded coaches, you will leverage your skills and experience to support and empower our clients in achieving their career goals. Through our unique approach, your work will contribute to outcomes like helping clients triple their annual income by the end of their Windmill journey.
Key responsibilities:
Coaching (65%)
- Guide and assess clients’ learning and employment plans to ensure they are working towards career success
- Conduct holistic evaluations of clients’ needs using Windmill’s proprietary assessment tools, covering financial literacy, labour market information, and employability skills
- Adhere to policies, manage risk, and customize coaching to each client’s profession and situation
- Ensure clients feel supported and have the necessary resources to find career success and repay their loan
- Review and update client data to ensure accuracy and gain insights into their situation and potential for success
- Manage the assigned client portfolio by conducting follow-ups to keep clients on track of their learning plans, strengthen client relationships, and collect updated data
- Contribute and implement ideas to improve loan process efficiency and enhance the overall client experience
- Stay informed about accreditation processes, learning resources, and community resources to guide clients effectively
- Coaches may be assigned to lead specialized portfolios and special projects
Portfolio Management (35%)
- Build and maintain strong relationships with clients throughout the learning plan and loan repayment period
- Keep accurate and up-to-date records of clients’ progress
- Participate in regular team meetings and proactively identify risk management measures to maintain a high-quality portfolio
- Complete follow-up tasks and regular check-ins to provide ongoing support to clients, utilize technology to streamline the process where possible
- Identify and document notes on inspiring client stories that could be contacted for future testimonials
Ideal candidate:
As a Client Success Coach, you will be instrumental in empowering clients from diverse backgrounds to achieve their career goals and integrate into Canadian society. You will analyze client needs, provide clear guidance on complex regulations, and tailor support to individual circumstances. With empathy, adaptability, and strong organizational skills, you will build trust, foster confidence, and effectively manage a diverse client portfolio while staying informed on career trends and accreditation processes.
Experience and qualifications:
- Undergraduate degree or diploma, or equivalent combination of education and experience in career counselling, career development and coaching, social work, psychology, or other related field
- Banking or finance experience is an asset to determine loan eligibility
- Excellent written and verbal communication skills in English, French is an asset
- Proficiency in MS Office (intermediate to advanced) with strong internet research skills
- Familiar with data management and CRM systems
- Personal or professional knowledge of the immigrant experience
Core competencies:
- Analytical: ability to confidently assess client situations and recommend appropriate actions
- Attention to detail: completes all documentation and data entry with high accuracy
- Results-driven: assist clients in setting and reaching realistic goals
- Resourceful: actively stays updated on accreditation processes, regulated professions, learning resources, and career trends
- Empathy and patience: build trust with clients through genuine care and understanding of diverse backgrounds
- Clear communicator: listens carefully and simplifies complex explanations to help clients understand Canadian regulations
- Empowering: boosts clients’ confidence to help them reach their career goals
- Adaptable: can tailor their approach to meet each clients’ unique needs
- Organized: manages time effectively, stays organized, and balances a large client portfolio
- Passionate: committed to clients’ success and integration into Canadian society
Compensation and benefits:
- Salary range of $50,000-$60,000 annually, based on skills and experience required for the role
- Full-time permanent position (40hours/wk)
- Hybrid work solution, located in Calgary, Toronto, or Montreal; with a minimum two (2) days in office, and up to three (3) days from home
- Three (3) weeks’ vacation, plus a paid company-wide winter break
- Benefits plan – medical, dental, short & long-term disability, and life insurance
- Annual Wellness Budget to support personal well-being
- Access to Group RSP (GRSP) with matching employer contributions
- Evolving DEI initiatives – our staff is representative of our client base
- Opportunities for growth and upskilling in a supportive and inclusive environment
How to apply:
We thank all candidates in advance. However, we will only contact those selected for an interview. To apply, please submit, in confidence, a résumé along with a cover letter that sets out your interest in the role and highlights your relevant experience. Please include your salary expectations in your cover letter. The preferred method of application is via email to hr@teamwindmill.org (reference: Client Success Coach).
Windmill Microlending is an equal-opportunity employer. Adhering to Canada’s Human Rights Act, Windmill grants equal employment opportunity to all qualified persons without regard to race, creed, colour, gender identity or expression, disability, sexual orientation, family status, marital status, citizenship, ancestry, ethnic origin, age, or place of origin. We celebrate diversity and are committed to creating an inclusive environment for all employees.
As an active participant in the Federal Government’s 50-30 Challenge, we are committed to building a more diverse, inclusive, and vibrant economic future for Canadians by attaining gender parity and significant representation of underrepresented groups on our board and in senior management positions.
This job is no longer accepting applications
See open jobs at Windmill Microlending.See open jobs similar to "Client Success Coach" TELUS.