Northwest,
visit www.mercycorpsnw.org.
The Position
The Southern Washington Client Support Coordinator will be responsible for direct client services of all MCNW Southern Washington programs. They will report to the Southern Washington Program Manager, and coordinate client services by ensuring underserved individuals are effectively served according to established criteria.
They will assist the Program Manager with launching in-person and virtual events, including but not limited to assisting clients with enrollment process for various program offerings, communicating program details, and answering general questions to help current or potential clients navigate through our programs and services via phone call, emails or text messages.
As the main contact for Spanish speaking clients, the Southern Washington Client Support Coordinator will support communications and outreach efforts with a culturally specific lens.
Essential Responsibilities
COORDINATION AND OUTREACH
Exhibit polite and professional communication via phone, e-mail, and mail Perform tasks that support small business development programs including but not limited to, reviewing applications, compiling documentation, and answering prospective and current client inquiries Provide business advisory technical assistance to both prospective and existing clients Answer general questions to help current or potential clients navigate through our programs and services via phone call, emails or text messages Assist clients with the enrollment process for various program offerings. Communicating program details to clients Assist participants with class and workshop registration in a timely manner Communicate program details to clients ADMINISTRATION
Ensure required participant documents are accurate and filed in proper platforms Assist with participant progress tracking and documenting it accordingly to program requirements Contribute to data reporting by ensuring all program trackers are up to date and match service rendered Provide Spanish language translation and communications with clients and to assist other MCNW team members in preparing emails, web postings, or client phone calls as neededSupervisory Responsibility : None
Accountability
Reports Directly To: Southern Washington Interim Program Manager
Works Directly With: All MCNW team members, clients, and community partners.
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Minimum Qualification & Transferable Skills*
BA/S or equivalent in management, business, accounting or economic development or a related field of study or 2+ years of experience with direct client service by providing superior customer service and/or experience in an administrative role Bilingual - Spanish native proficiency required Proven adaptability to differing cultural and business environments Experience working with diverse and underserved communities and low-income individuals is preferred Exceptional organizational and writing skills with the ability to present complex concepts and/or analysis clearly Skilled at evaluating options and generating solutions Knowledge of appropriate software including but not limited to Microsoft Word, Excel, and Outlook, Microsoft PowerPoint, Adobe Acrobat, and Google Suite required *Transferable skills: Any skills gained through education, volunteer or work or life experience (including the military) that are relevant for this position will be considered. Be sure to describe any transferable skills and how they apply to this position in your cover letter.
Success Factors
The successful Client Support Coordinator will be energetic, a self-starter and a doer. They will demonstrate excellent emotional intelligence, diplomacy, and drive to push things forward. This individual will demonstrate they are an empathic listener and persuasive speaker when dealing with clients and coworkers. A creative mindset and keen attention to detail with an ability to get things done will serve them well. They are committed to working with underserved communities and low-income individuals to help them realize their full potential.
Living Conditions / Environmental Conditions
This position is based in SW Washington. Mercy Corps Northwest (MCNW) team members represent the agency both during and outside of work hours when deployed in a field posting or on a visit/TDY to a field posting. Staff are expected to conduct themselves in a professional manner and respect local laws, customs and Mercy Corps policies, procedures, and values at all times and in all in-country venues.
Ongoing Learning
In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity
Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.
As a safeguarding measure, Mercy Corps screens all potential US-Based employees. This is done following the conclusion of recruitment and prior to assuming full employment.
Our screening process is designed to be transparent and completed in partnership with new Team Members. You will have the opportunity to disclose any prior convictions at the conclusion of the recruitment process before the check is initiated. We ask that you do not disclose any prior convictions in your application materials or during the recruitment process.
Covid-19 Vaccine Policy for US-Based Employees
Mercy Corps has determined that, in an effort to protect the health, safety, and well-being of all Mercy Corps employees working in the United States, all U.S.-based employees must be fully vaccinated for COVID-19, regardless of prior COVID-19 infection status. This policy is necessary to ensure not only the safety of our workforce, but the ongoing functionality of the organization.
This policy will be revised as needed to comply with federal, state, and local requirements, and to respond to changing guidance from public health authorities.
For new employees this requirement goes into effect within 10 business days of employment. Team members that travel are expected to comply with host-country requirements, including vaccinations. Failure to comply may impact your employment. Proof of vaccination or exemption must be provided.