Customer Contact Representatives

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB at Careers - WCB Alberta

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Customer Contact Representatives
Claims Contact Centre - Edmonton, Alberta

Permanent, Full-Time Positions

Why WCB-Alberta?

We are a team that cares. Over 2,000 people, in four offices located in Edmonton and Calgary, each with unique skill, expertise and perspective that supports our core areas of business. Regardless of specialty, we are a team connected by a shared purpose and value.

As the independent operator and administrator of the province's Workers' Compensation Act, we come to work each day committed to over two million workers and over 170,000 Alberta employers. We are inspired by making a positive impact on the lives and businesses that have been impacted by workplace injuries.

Customer Contact Representatives provide timely and quality service to our customers by responding to inquiries about the claims process or other specific inquiries that may require looking for and providing accurate information. Inquiries are received from all types of stakeholders (workers, employers and their representatives, medical community, government, etc.). Customer Contact Representatives also educate stakeholders on Workers' Compensation benefits and services.

As a Customer Contact Representative, you are a respectful, diplomatic, and professional individual with superior listening and communication skills. You can maintain composure under moments of pressure and remain the calm, confident voice on the other end of the phone. You have a commanding telephone presence and can quickly summarize information that you hear all while still showing empathy. You are a critical thinker and use sound judgement to make decisions quickly and accurately.

Your responsibilities:

• Using logic, good judgment, and a calm demeanor to quickly assess the caller's concerns and determine and perform the appropriate action required.
• Provide accurate responses to inquiries from workers, employers, medical and service providers in addition to answering general inquires on WCB matters in a busy inbound call centre.
• Efficiently collect relevant claim related information to assist Adjudication and Case Management teams.
• Accurately document pertinent information in a clear and concise manner.
• Correctly release information to ensure compliance with FOIP legislation.
• Communicate effectively with a diverse group of internal and external customers and stakeholders.
• Potential to provide face to face customer service at the front counter as required.
• Able to achieve first call resolution on the majority of calls received.

Your experience and skills:

• Superior verbal and written communication skills.
• Experience dealing with customers over the phone or face to face.
• Well-developed interpersonal and organizational skills with the ability to efficiently multitask.
• Proficient computer/keyboarding skills are essential with experience using MS Office.
• Must be flexible and able to adapt to a dynamic environment.
• Reliability is critical and you must be able to work between the hours of 8:00 a.m. to 4:45 p.m., Monday to Friday, with occasional shift changes.
• Professional and positive behaviour is a must.
• Strong negotiation and active listening skills with the ability to creatively solve complex and sensitive issues.
• Ability to independently make decisions and handle complex inquiries including remaining calm during high stress situations.
• Post-secondary education in a health related discipline, business, science or arts with related experience or equivalent combination of education and experience is an asset.
• Knowledge of medical terminology and/or other related experience is a definite benefit.
• Experience in an inbound contact/call centre is an asset.

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from home and physical office) that foster a healthy work-life balance. You'll work with supportive leaders and skilled professionals in a caring and collaborative work environment. For more information, please see our Employee Handbook, available on our website.

Salary: $56,552 to $62,802 per annum (Pay Grade 7)

Final candidates for this position are required to undergo a security clearance as a condition of employment. Successful candidate must reside in Alberta and be able to work in person in our Edmonton downtown office as required by their position.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions and wages.

Please apply online by submitting a cover letter and resume to www.wcb.ab.ca/careers. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

Posted: October 18, 2024

Closing Date: October 28, 2024 for a start date of January 13, 2025