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.
Your experience and 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
Salary: Start Rate: $59,647.00 to Job Rate: $66,240.00 per annum (Salary Grade 07)Pre-interviews may be administered as part of the selection process. Final candidates 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 from our Edmonton downtown office as required.Please be advised thaHealth insuranceFlexible schedule
Additional Information
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
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
Be part of the big picture: A safe, healthy and strong Alberta
If you value service, care, excellence, and fairness, you'll fit right in. You'll play an important role in making a difference that creates a safer, healthier and stronger Alberta by putting people first. We work together every day to help minimize the impact of workplace injuries and illnesses on Alberta workers and employers.
As the independent operator and administrator of the province's Workers' Compensation Act , WCB-Alberta provides protection for over two million workers and nearly 200,000 Alberta employers. Our employees are inspired to make a positive impact on the lives of injured workers and businesses throughout the province.
How you'll 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 business partners (workers, employers and their representatives, medical community, government, etc.). Customer Contact Representatives also educate business partners 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.
Wcbalberta · Edmonton, Ab, Canada