Client Relations Specialist
Windmill Microlending
Customer Service
Montreal, QC, Canada · Calgary, AB, Canada · Toronto, ON, Canada · Toronto, ON, Canada · Montreal, QC, Canada · Calgary, AB, Canada
Posted on Dec 11, 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 Relations Specialist role offers a meaningful opportunity to make an impact on the lives of skilled immigrants through a commitment to integration. Reporting to the Manager, Client Success, this role will guide clients through the loan application process and collect outcome data once they secure employment, supporting them at both the beginning and end of their journey. The outcome data is essential for reporting and helps Windmill secure grants to expand support for more clients.
Key responsibilities:
Client survey and reporting (60%)
- Coordinate client surveys and collect key outcome data
- Analyze survey data, providing actionable insights for presentations and reports
- Improve survey completion rates and identify automation opportunities for efficiency
- Build client relationships with regular follow ups
- Refer clients interested in sharing their stories or joining the mentorship program
- Participate in meetings with the coaching team to gain a deeper understanding of the client journey
Client and application support (30%)
- Provide exceptional client service by answering phone calls, emails/tickets, and live chats
- Assess and process loan applications from the Economic Mobility Pathway (EMPP) program, supporting the EMPP coach as needed
- Assist the Client Support Specialist (CSS) team with loan assessments during high-demand periods
- Participate in CSS meetings to understand application challenges and contribute to process improvements
Administration support (10%)
- Maintain the client CRM database (FreshSales) and survey tracker (Excel) to track client interactions
- Review, update and analyze loan data for accuracy and trends
- Update and organize referral partners and community resources for Coaches
- Support Loan Managers with courtesy calls to clients regarding missed payments (if needed)
- Perform other duties as requested by the Client Success Manager and National Director
Ideal candidate:
As a Client Relations Specialist, you’ll be a compassionate and detail-oriented professional who thrives on building meaningful relationships and making a tangible impact on the lives of skilled immigrants. You bring a client-centred mindset, demonstrating patience and professionalism while guiding clients through key milestones in their Windmill journey. This hybrid role bridges two teams – coaches and client support specialists – requiring a self-sufficient approach to adapt to changing workloads and business demands. You excel at juggling multiple priorities, identifying opportunities for improvement, and ensuring tasks are completed accurately and efficiently. Above all, you’re a collaborative team player, eager to step in and contribute to a fast-paced, dynamic environment.
Experience and qualifications:
- Undergraduate degree or diploma, or equivalent combination of education and experience in career counselling, career development, coaching, social work, psychology, or other related field
- Experience providing client-centred service, responsive to client's needs and circumstances
- 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
- Experience in community-based, not-for-profit organization is an asset
Core competencies:
- Organized: prioritizes tasks, manages urgency, and meet deadlines
- Detail-oriented: pays close attention to details to ensure accuracy
- Self-sufficient: works independently, anticipates needs, and proactively seeks additional work when available
- Tech-savvy: embraces technology, including AI, and adapts well in a fast-paced, evolving environment
- Problem solver: identifies areas for improvement and suggests practical solutions
- Clear communicator: listens carefully, asks clarifying questions, and explains complex topics in simple terms
- Empathetic and professional: demonstrates respect and empathy towards clients and team members
- Passionate: enthusiastic about Windmill’s mission and excited to make a positive impact
- Confidential: maintains strict confidentiality with client information and sensitive data
Compensation and benefits:
- Starting salary is $50,000-$55,000 annually, based on skills and experience required for the role
- Full-time permanent position (40 hours/wk)
- Hybrid work solution, located in Calgary, Toronto, or Montreal; with a minimum two (2) days in the office, 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 Relations Specialist).
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.