Client & Agency Support Representative

Title: Client & Agency Support Representative 

Pay rate: $23.15 

FLSA Classification: Non-exempt, part-time position working 20 to 22 hours per week 

Reports to: Education & Outreach Director 

About OnTrack WNC: 
OnTrack WNC is Western North Carolina’s trusted non-profit source for financial education and counseling. Since 1973, the organization has helped individuals achieve financial goals through education, counseling, and support to overcome crises, afford basic needs, and make sound financial decisions rooted in their values. 

Position Overview 

The Part-Time Client & Agency Support Representative works collaboratively with the full-time Client & Agency Support Representative to ensure smooth, consistent, and high-quality front-line service for clients, partners, and staff. Responsibilities for client intake, administrative tasks, and agency support are shared across the Client & Agency Support team to ensure coverage, continuity, and strong client experiences. 

This position is often a client’s first point of contact with OnTrack WNC—whether online, by phone, by email, or in person—and plays a critical role in setting a welcoming, respectful, and supportive tone. 

The ideal candidate is organized, flexible, client-centered, and comfortable managing interruptions and varied workflows. This role requires strong judgment, clear boundaries, and the ability to guide clients toward appropriate services and solutions while following established procedures. 

Schedule: Part-time, in-office 

• 3 days per week (Tuesday, Wednesday & Thursday) 
• 8:30 a.m. – 4:00 p.m. (30 minute lunch) 
• 21 hours per week 

Key Responsibilities 

1. Client Intake & Front-Line Support (Shared Responsibility) 

• Serve as a welcoming and professional point of contact for clients, partners, and visitors. 
• Maintain a strong working knowledge of all OnTrack WNC programs and services and communicate this information clearly to clients and potential clients. 
• Respond to phone calls, voicemails, emails, and walk-in inquiries in a timely and respectful manner. 
• Follow detailed screening, intake, and scheduling procedures to direct clients to appropriate services. 
• Support clients through the online screening, intake, and scheduling system; provide alternative support (e.g., phone or mail) for clients unable to navigate online systems. 
• Set appropriate boundaries and redirect clients toward services and resources OnTrack WNC can offer. 

2. Administrative & Office Support (Shared Responsibility) 

• Pull and provide client credit reports through OnTrack WNC’s online systems. 
• Process incoming and outgoing mail and assist with special mailings. 
• Scan and upload client documents, enter client data, and conduct routine data reviews and clean-up. 
• Track and input data accurately across agency systems. 
• Organize office materials, supplies, and shared spaces. 
• Provide logistical support for meetings and events (e.g., managing invites, room setup, note-taking). 
• Support donor development efforts, including thank-you letters and basic database tasks. 
• Provide general administrative support to staff as needed. 

3. Team & Agency Engagement 

• Actively participate in Client Services Team meetings and all-staff meetings, offering thoughtful input. 
• Collaborate with the full-time Client & Agency Support Representative to ensure continuity, coverage, and shared accountability. 
• Participate in group and independent projects that advance team or agency goals. 
• Support agency outreach, special events, campaigns, and community activities as needed. 
• Contribute ideas for improving systems, workflows, and client experiences. 
• Respect and contribute to OnTrack WNC’s commitment to racial equity, diversity, and inclusion. 
• Engage in strategic thinking and future planning appropriate to the role. 

4. Ownership, Communication & Professional Practice 

• Learn and consistently apply agency policies, procedures, and updates. 
• Take ownership of assigned responsibilities while working collaboratively with teammates. 
• Communicate clearly, respectfully, and proactively with coworkers and supervisors. 
• Provide timely and thoughtful responses to email, phone, and internal communications. 
• Stay organized, manage priorities effectively, and seek support when needed. 
• Share ideas, ask questions, and offer feedback in a constructive manner. 
• Perform other duties as assigned to support agency operations. 

Core Competencies 

• Strong customer service and interpersonal skills 
• Ability to manage interruptions and shifting priorities 
• Attention to detail and comfort with administrative tasks 
• Clear communication and boundary-setting skills 
• Team-oriented mindset with flexibility and reliability 
• Commitment to serving clients with respect, dignity, and care 

Working Conditions and Environment 

This hybrid position is based at OnTrack’s main office, with all staff currently working remotely on Fridays. It requires the ability to sit for long periods, use typical office equipment, and occasionally travel for local or regional meetings and events.  
 

Pay Rate: This is a non-exempt, part-time position working 20 to 22 hours per week, with a starting pay rate of $23.15 base rate plus $1.68 for bilingual. $24.83 combined 

 Employee PTO & Holiday Pay: Part-time employees (20–30 hours per week) are eligible for PTO and holiday pay, which are prorated based on their regularly scheduled weekly hours. 

To Apply: Submit a cover letter, resume, and professional references to emilyr@ontrackwnc.org with the subject line of “Client & Agency Support Rep– Your Last Name”.  

Review of applications will continue until the position is filled.