Customer Contact Representatives

WCB-Alberta is an equal opportunity employer dedicated to creating a diverse workforce that reflects its clients and the community. The Customer Contact Representatives will provide timely and quality service to customers by responding to inquiries about 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 inquiries 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

• 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
• 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

Benefits

• A comprehensive benefits package
• Flexible work schedules and hybrid work opportunities (combination of work from physical office and primary home residence) that foster a healthy work-life balance

Company Overview