Loan Manager

About WindmillMicrolending:

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 13,000 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 85+% average employee engagement scores on our annual survey.

The role:

The Loan Manager reports to the Manager, Loan Portfolio and is responsible for the effective management of Windmill's loan portfolio. As a key member of the Loan Management Team, this role focuses on monitoring loan repayment, reducing delinquency and write-offs, and ensuring a high level of client service. The Loan Manager plays an integral role in supporting Windmill's financial sustainability by maintaining a strong loan repayment rate while providing professional, empathetic support to borrowers. This role requires balancing a client-centric approach with strong portfolio management skills in a fast-paced, technology-driven environment.

Key responsibilities:

Loan repayment and client support (35%)

• Maintain accurate and up-to-date payment schedules following disbursement or loan restructuring.
• Provide professional and appropriate repayment advice to clients, ensuring alignment with Windmill's Loan Management guidelines.
• Proactively engage with clients via email and phone regarding upcoming payments, changes to their loans, and repayment options.
• Ensure timely follow-ups with clients to support a smooth repayment process while balancing Windmill's financial sustainability needs.

Delinquency management and collections (35%)

• Monitor and report on delinquent loans, providing regular updates to the Loan Management Team, Manager, Loan portfolio, and Director of Finance.
• Assist in maintaining monthly delinquency reports with insights and recommendations.
• Conduct collection activities, including outbound calls and emails, to recover missed payments and support clients in bringing their loans back to good standing.
• Assist clients with restructuring and refinancing of their loans when appropriate, ensuring compliance with Windmill's policies and best practices.
• Use de-escalation techniques, negotiation strategies, and supportive language to help clients address financial challenges while reinforcing the importance of repayment.

Customer service and client engagement (20%)

• Deliver empathetic, client-focused service to borrowers throughout the loan lifecycle.
• Address client inquiries related to their active loans in a timely and professional manner.
• Educate clients on their loan terms, repayment obligations, and financial literacy best practices.
• Maintain detailed records of client interactions and follow-ups, ensuring accuracy in loan documentation.
• Collaborate with internal teams to resolve client concerns and improve service delivery.

Loan set-up and disbursements (10%)

• Ensure that all loans are created in alignment with Windmill's Loan Management guidelines.
• Support client understanding of their responsibilities regarding repayment, credit impact, and financial best practices.
• Prepare loan documents for signature and ensure compliance with Windmill's data policies.
• Complete loan disbursements accurately and efficiently, adhering to internal service-level agreements.

Ideal candidate:

You are a client-focused professional who thrives in a fast-paced environment, balancing customer service with financial portfolio management. You have strong communication skills and excel in problem-solving, negotiation, and de-escalation. Detail-oriented and highly organized, you are committed to ensuring loan repayment while maintaining positive client relationships. Your ability to manage multiple priorities and your understanding of financial services and collections make you a valuable asset to the Loan Management Team.

You approach challenges with professionalism, empathy, and a commitment to continuous improvement. Your analytical mindset allows you to identify trends and opportunities to enhance loan portfolio performance, and you collaborate effectively with colleagues to support Windmill's mission and goals.

Qualifications and knowledge:

• Two to three years of relevant experience in loan management, collections, or financial customer service.
• Proficient in Microsoft Office 365
• Experience with client relationship management (CRM) software.
• Knowledge and experience in Fresh Sales and Turnkey are considered an asset.

Competencies and characteristics:

• Excellent written and verbal communication skills in English, with French an asset
• Listening and comprehension skills: the ability to understand people's motivations and translate them into meaningful opportunities to help other immigrants and Windmill
• A professional demeanour that encourages confidence and trust; is empathetic and understanding, inquisitive and inquiring
• Focused, organized and can handle many competing priorities
• Is committed to Windmill's mission and values, and motivated to address labour market integration challenges faced by internationally trained immigrants

Compensation and benefits:

• Salary: Starting range $55,000-$60,000 annually, based on skills and experience.
• Hybrid work solution with a minimum two (2) days in office, up to three (3) days from home in Calgary or Toronto.
• Full-time, 40 hours/week
• 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 GRSP with matching employer contributions
• Evolving DEI initiatives – our staff is representative of our client base
• Opportunities for skill development 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 (reference: Loan Manager ).

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 -