Customer Contact Representatives

WCB-Alberta is dedicated to creating a safer, healthier, and stronger Alberta by providing support to injured workers and businesses. The Customer Contact Representatives will play a vital role in delivering timely and quality service to customers, responding to inquiries regarding the claims process and educating business partners on Workers’ Compensation benefits and services.

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 the Access to Information Act (ATIA) and the Protection of Privacy Act (POPA)
• Communicate effectively with a diverse group of internal and external customers and business partners
• 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

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

Benefits

• A comprehensive benefits package
• Flexible work schedules
• Hybrid work opportunities (combination of work from physical office and primary home residence)

Company Overview