Bilingual Client Success Coach

Windmill Microlending; Montreal (administrative region); Hybrid; CAD 50,000 - 58,000; Full time

Benefits offered by this job

Hybrid work model

Three weeks vacation

Wellness budget

RRSP with employer match

Group benefits

Job summary

Windmill Microlending is a registered Canadian charity empowering skilled immigrants and refugees by offering affordable loans, coaching, and mentorship to restart their careers in Canada. The Client Success Coach helps guide clients through the loan process and provides one-on-one coaching to support financial and career planning.

The role focuses on client support, coaching, and data-driven process improvements within a hybrid workplace across Montreal, Toronto, or Calgary, with an emphasis on

Qualifications

• Excellent written and verbal communication skills in English and French.
• Proficiency with Google Workspace.
• Familiar with data management and CRM systems.

Responsibilities

• Respond to inquiries and provide client support via phone, email and Zoom promptly and professionally.
• Guide clients through the loan application process, ensuring applications are complete and accurate.
• Assess and process loan applications in line with policies and risk guidelines.
• Ensure data is entered correctly and matches across systems.
• Deliver a supportive, client-centred experience.
• Take on special projects related to reporting, process improvement or software implementation as required.

Skills

Bilingual English/French

Google Workspace

CRM systems

Tools

Google Workspace

CRM systems

Job description

Windmill Microlending is a registered Canadian charity that empowers skilled immigrants and refugees by offering affordable loans, coaching and mentorship to restart their careers in Canada. Since 2005, we have provided over 15,000 loans, helping newcomers triple their incomes.

We are proud to be Great Place to Work certified, boasting an 85%+ average employee engagement score driven by a culture of inclusivity, exceptional teamwork and strong leadership.

The role

The Client Success Coach plays a vital role in helping skilled immigrants and refugees rebuild and advance their careers in Canada. As the primary point of contact, you guide clients through the loan application process and provide one-on-one coaching to assess and support their financial and career plans. As a client champion, your work positively impacts the lives of many.

Key responsibilities

Application support (50%)

• Respond to inquiries and provide client support via phone, email and Zoom promptly and professionally
• Guide clients through the loan application process, ensuring applications are complete, accurate and move forward efficiently
• Assess and process loan applications in alignment with policies and risk guidelines
• Ensure data is entered correctly and matches across all systems
• Deliver a supportive, client-centred experience
• Take on special projects related to reporting, process improvement or software implementation as required

Coaching (40%)

• Deliver coaching sessions to assess clients' learning plans, financial readiness and employability
• Apply risk policies consistently and share insights to strengthen risk practices
• Support client success by recommending resources such as financial literacy training, mentorship and community supports
• Ensure a smooth and timely transition from loan assessment to disbursement
• Manage time effectively to offer flexible and accessible coaching appointments
• Stay informed on accreditation pathways and labour market demand
• Conduct regular check-ins to support engagement and long-term client success
• Maintain accurate, up-to-date records of client progress and outcomes

The ideal candidate

As a Bilingual Client Success Coach, you are patient, compassionate and skilled at building trust with a diverse client base. You bring strong attention to detail, ensuring work is accurate and clients feel genuinely supported. You are an excellent communicator in both English and French, with strong written and verbal skills. You listen actively, ask clarifying questions and explain complex topics clearly and simply. You manage multiple priorities with confidence and remain calm under pressure. Proactive and thoughtful, you enjoy identifying what's working, improving what isn't and seeing initiatives through from start to finish. You don't just go through the motions; you bring curiosity, care and purpose to your work.

Experience and qualifications

• Excellent written and verbal communication skills in English and French
• Proficiency in Google Workspace
• Familiar with data management and CRM systems

Core competencies

• Clear communicator: listens actively, asks clarifying questions and explains complex topics simply
• Empathetic and professional: demonstrates respect and care towards clients and colleagues
• Organized: effectively prioritizes tasks, manages urgency, and meets deadlines
• Detail-oriented: ensures accuracy and consistency across all work
• Self-sufficient: works independently and resolves challenges effectively
• Tech-savvy: adapts quickly to new technologies, including AI
• Problem solver: identifies root causes and proposes practical solutions
• Passionate: motivated by Windmill's mission and driven to make a positive impact
• Confidential: maintains strict confidentiality of client information and sensitive data

Compensation and benefits

• Starting salary range $50,000-$58,000 annually, based on skills and experience required for the role
• Hybrid work solution with a minimum two (2) days in office, up to three (3) days from home in Montreal, QC, Toronto, ON, or Calgary, AB
• Three weeks' vacation, plus a 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 RRSP with matching employer contributions
• Evolving DEI initiatives - our staff is representative of our client base

Additional note

• This posting is for a current vacancy

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.

Information on Windmill Microlending - http://www.windmillmicrolending.org