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
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