Client Care Specialist - Ottawa, Canada - The Credit Counselling Society

The Credit Counselling Society

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

Given the fact that we support our clients in both of Canada's official languages, fluency in French is an asset for this position, as is fluency in other languages.

This person is an ambassador for the organization, offering an empathetic and calming presence during times of stress; this role involves building rapport with clients who are experiencing challenging circumstances.

You are the first part of the relationship that a client will have with CCS 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.

You are an important resource for clients who are seeking support.

You will help clients with their questions regarding their financial situation, in addition to providing guidance on Canada's credit reporting system.

Client Care Specialists are trained in understanding the broader sphere of debt and financial literacy, and the various resources that exist within CCS, as well as outside of the organization.

In this role, you will need to use your judgment to determine how to best support the client, booking them in with an accredited Counsellor when appropriate, and preparing them for the information they will need to have ready for the appointment.

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 the program. Yours is an important role in the client's debt management journey

What We Have To Offer:

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 half-days off before each long weekend, in addition to generous time off provisions.

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:

Flexible health care spending account (valued at $4,300/year), plus a Health & Fitness Subsidy (up to $300/year).
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.
Celebration of personal 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, offering counselling support as well as a wide variety of support resources.
The opportunity to participate in our twolevel employee development program and supplemental mentoring relationships to support those interested in furthering their professional growth.
Recognition programs to celebrate the accomplishments of team members working towards CCS's goals with respect to Equity, Diversity, & Inclusion, as well as overall Engagement and Organizational Change.
CCS's Birthday Gift each employee receives an additional $100 each year towards their RRSP on CCS's birthday, in recognition of their contributions to the organization's ongoing success.

Finally, it's important to us that every member of our team feels safe, supported, and respected at work.

We are an Employer Partner of the Canadian Centre for Diversity & Inclusion (CCDI), offering every one of our employees a chance to learn more about the role we all play in creating that space together.

What We Are Looking For:
The successful applicant for this position will bring the following qualifications:

One to two years of customer service experience required; call centre experience preferred.
Fluency in English is required, and additional languages spoken are an asset.
Availability to work variable shifts, primarily scheduled between 8:00am and 8:00pm (Eastern) with occasional Saturdays and early morning shifts.
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.
Positive, cando attitude and a solutionfocused approach, with the ability to adapt to change and