Debt Network Intake Coordinator - Full Time, Salaried ($48,000 - $52,000 pa) Hamilton office based.
Executive Summary:
Christians Against Poverty, a Christian organization, partnering with local churches, with a Head Office in Hamilton, Ontario, is seeking a person-first, systems-oriented Debt Network Intake Coordinator (DNIC).
Reporting directly to the Debt Network Manager (DNM), the DNIC is responsible for ensuring CAP is continually improving the quality of our advice and service.
You will be joining a growing and dynamic Debt Network team, dedicated to our mission of providing local churches with crucial tools to serve their communities and demonstrate the love of Jesus.
If you are eager to encourage and develop both people and processes, and if you want to combine your love of administration and faith in Jesus, we would be delighted to hear from you.
Key Responsibilities:
Service Delivery:
- Responsible for delivery and execution of the Debt Network* Service Level Agreement (SLA).
- Achieve designated targets and markers on our Client Journey; specifically, managing intake and inquiry calls, and liaising with remote workers and clients to collect details and manage case files.
- Spearhead efficiency creation and systems enhancement within the Debt Network* and support new systems implementation.
Client Intake and Experience:
- Conduct Client intake calls, and ensure all necessary documentation is sent to relevant parties.
- Handle urgent crisis calls with professionalism and compassion; ensuring everyone experiences dignity and respect.
(De-escalation training will be provided.)
- Support CAP in remaining compliant in our commitments to members and partners.
- Awareness of, and flexibility in, managing adminstration activities across various systems.
Spiritual Leadership:
- Agree with CAP’s Statement of Faith.
- Participate in Staff Gatherings which include worship, Scripture reading and prayer.
- Pray with stakeholders as needed and requested
- Measure future operational decisions against the mission and values of Christians Against Poverty
- Representing CAP and communicating our vision and mission with confidence and clarity.
*The Debt Network incorporates our Head Office based team (three full time employees) and our local church partnerships. Together we find ways forward for families and individuals who have become overwhelmed by debt, and don’t know where to turn. Our Head Office team provides the administrative and technical skills and support, allowing the local church to focus on providing the compassion and encouragement our clients need to increase their financial health and confidence.
Experience and Qualifications:
- Excellent communication skills, focusing on phone presence through calls to clients, network volunteers, stakeholders and creditors.
- Experience in a call centre environment considered an asset.
- Experience with Microsoft Office 365(or similar); an ability and willingness to learn new software for case management and cloud-based file management as needs arise.
- Demonstrated skill in handling data with care and diligence.
- Demonstrated understanding and use of conflict management and/or de-escalation skills - especially in challenging settings.
- A current Canadian driving licence.
- Awareness of, and sensitivity to, the various streams of Christian Church across Canada. Willingness to pray with clients.
- Christians Against Poverty is a Christian ministry, dedicated to inspiring and equipping the Christian church in Canada with tools to demonstrate God’s love to the community. Candidates must be able to demonstrate a personal commitment to Jesus, identify with our Statement of Faith and the mission of Christians Against Poverty.
- We welcome and encourage applications that highlight volunteer and life skill experiences, recognising there are many reasons why someone may not have direct experience in an office environment.
Estimated Search Timeline:
Application Deadline: Midnight on Sunday, January 12th, 2025
Estimated interview dates: w/c January 20th, 2025
Anticipated Start Date: Negotiable, ideally on or before Feb 3rd, 2025
Location: This is an in-office position in Hamilton, ON
(our office location is in the historic Westinghouse HQ building)
How to apply:
Please forward your resume and cover letter to:
Contact Person: Tyler Wain, Debt Network Manager Email: careers@capcanada.org
Christians Against Poverty welcomes and encourages applications from people with disabilities. Accommodations are available on request from candidates taking part in all aspects of the selection process.
We thank all interested parties but only those selected for an interview will be contacted.
Compensation and Benefits:
This is a permanent, full-time position.
We offer a salary of $48,000 - $52,000 commensurate with experience.
Benefits are provided – including health benefits and pension plan; 3 weeks base vacation and an office shutdown between Christmas and New year.
We value professional development for team members; and will work with the successful candidate to create ongoing Learning & Development opportunities.
For further information about Christians Against Poverty Canada, please visit our website at www.capcanada.org