At Windmill Microlending, we believe client success means more than financial support—it means championing and supporting our clients every step of the way. In this Q&A, Senior Client Success Coach Joyce Wan shares how Windmill’s wraparound supports empower newcomers to rebuild their careers and thrive in Canada. Thank you to TD for their generous operating support, helping Windmill make this deeply personal, client-centered approach possible.
In your own words, what does a Client Success Coach do at Windmill?
Joyce: We provide one-on-one coaching in a safe, respectful space where clients can share their immigration story, career goals, financial situation, and the challenges they’re facing. From the first session until the loan is repaid, we build trust, set expectations, and stay in touch about progress—career plans, employment, income, even repayment if challenges come up. We assess loan suitability and the client’s capacity to repay, discuss in-demand jobs, licensing steps, mentorship, cultural integration, and financial literacy. We make referrals when needed (resume, interview prep, study groups, mental health services) and end each session with a customized action plan. Our coaches are only a phone call or email away. Clients often connect when they hit a bump in the road—or when they have exciting news to share. Our coaches are always there to listen, support, and share in the joy of every milestone.
What are some common barriers internationally trained professionals face, and how do you help them navigate those?
Joyce: Many Windmill clients have newly arrived and face the challenge of building professional connections while learning to navigate Canada’s financial and credit system. Our coaches connect them to Windmill’s money-management modules—quick, easy, and free training designed to build essential financial literacy skills. We also introduce clients to the Windmill Mentorship Program, a free service that pairs them with a mentor working in Canada. Clients often tell us how meaningful itis to have someone they can turn to for advice about what it’s really like to work here, or to get help with their résumé and interview preparation.
Can you describe a coaching technique you used that really resonated? What was the key action item?
Joyce: I tailor my approach to each client to meet them where they are. Conversations are relaxed and personal but focused on understanding their needs so I can offer meaningful advice. I practice active, non-judgmental listening —something many clients tell me they deeply appreciate. For many, it’s a relief to have someone who truly listens and believes in them. They arrive in Canada as skilled professionals, only to be told they can’t work in their field. That’s incredibly hard. At Windmill, we make sure they know they’re not alone—we believe in their potential and partner with them to rebuild their careers so they can work in their trained fields again.
How do you measure or see progress across multiple sessions? Any examples of impact?
Joyce: We track updates on our clients’ program/licensing status, employment, and income. We also see our impact reflected in the words of our clients—Windmill is proud to be a 5-star-rated organization on Google, with stories of success and gratitude shared by those we’ve supported. Many of our alumni – clients who have repaid their loans and successfully re-entered their professions – continue to engage with us, often becoming mentors or donors to support the next generation of newcomers.
Why is coaching just as important as the loan itself? What do you wish more people, and especially donors, understood about its value?
Joyce: Typical loans from other financial institutions are assessed on credit and income, regardless of how funds are used. Windmill’s model is different: coaching directly supports our mission to help skilled immigrants and refugees integrate into the labour market, achieve financial stability, and contribute to Canada’s prosperity. We don’t just support – we empower. Newcomers arrive overwhelmed; coaching brings clarity to their path and builds confidence. With clear, realistic, measurable goals, they are accountable – to themselves and to Windmill – and supported by a relationship grounded in trust that fosters engagement, transparency, and loyalty. We see our clients succeed: programs completed, jobs secured, incomes tripled and even early repayments.
TD supports Windmill’s operating costs, which include coaching. What difference does that make for you and your clients?
Joyce: Coaching supports successful integration and empowerment, and many Windmill team members are immigrants themselves, so we understand the client journey. Clients have someone to talk to about challenges, hopes, and fears – and often the whole family benefits. Coaching builds confidence and independence so clients can take charge of their goals. Justas important: our coaches help clients feel a sense of belonging and remind them that their journey is achievable and within reach. Every little block builds the bridge.
