As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce that reflects the diversity of our customers and stakeholders. Learn more about working for WCB at Careers - WCB Alberta

Job Title:

Customer Contact Representatives

Job Type:

Permanent / Full time

Job Location:

Edmonton, Alberta

Customer Contact Representatives
Claims Contact Centre - Edmonton, Alberta

Permanent, Full-Time Positions

Do you…

…aim to be a part of a team that helps injured people get better and get back to life?

…value service, care, excellence, trust and fairness?

…want a hybrid role that offers work-life balance and ability to work from home?

…hope to make a difference?

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.

Applicants must reside in the Edmonton area.

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 competitive salaries, a comprehensive benefits package, and hybrid work opportunities that foster a healthy work-life balance, supportive leadership, and a caring and collaborative work environment. For more information, please see our Employee Handbook on our website www.wcb.ab.ca/careers. This role offers the chance for career development and can lead to other opportunities within our organization.

Salary: $54,904 to $60,972 per annum (Pay Grade 7)

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity 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. Successful candidates must be available to attend two (2) weeks of training at the time of hire. This position is eligible for hybrid; however, successful candidates will be expected to work in-office as scheduled (subject to change). Final candidates for this position are required to undergo a security clearance.

Posted: November 28, 2023

Closin g Date : December 6, 2023, for a start date of February 5, 2024.

We thank all applicants for their interest, however only candidates under consideration will be contacted.