Clerk, Client Services (26-244)

City of Cornwall; Eastern Ontario; On-site; CAD 40,000 - 48,000; Full time

Job summary

The City of Cornwall is seeking a Client Services Clerk to provide front-line customer service and administrative support for human services programs. This role processes applications and documents, maintains records, and ensures a professional and client-focused experience.

You will greet clients, handle inquiries, schedule appointments, manage correspondence, and assist with data entry and payments while upholding privacy and confidentiality in a busy municipal office.

Qualifications

• Minimum 2 years of experience in customer service, administrative support, or client-facing roles.
• Experience handling sensitive information with privacy awareness.
• Proficiency in MS Office applications and accurate data entry.

Responsibilities

• Greet and assist clients in person, by phone, and via email with program information.
• Process applications, forms, and documents for human services programs.
• Maintain and update client records in compliance with privacy regulations.
• Respond to inquiries, advise on service eligibility, and refer to staff/resources.
• Schedule appointments, coordinate meetings, and manage program calendars.
• Prepare and distribute correspondence, notices, and program materials.
• Collect, verify, and process financial documents, invoices, and payments.
• Support data entry, tracking, and reporting with accurate databases.
• Assist with general office tasks including filing, scanning, and mail handling.
• Maintain a welcoming and confidential environment for clients.

Skills

Customer service

Administrative support

Data entry

Microsoft Office

Confidentiality

Communication

Time management

Collaboration

Emotional resilience

Invoicing

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Job Title: Client Services Clerk

Bargaining Unit: CUPE 4452

Language Requirement: Bilingual - English and French (CBC)

Vacancy Status: Temporary vacancy - fixed term

Cornwall is a beautiful community with a population of 47,000 situated on the banks of the St. Lawrence River in Eastern Ontario. The city offers a wide array of urban amenities, making it an excellent place for a career and raising a family. With a growing economy, expanding population and fantastic quality of life, there has never been a better time to start the next phase of your career with the City of Cornwall! Cornwall is a diverse and progressive community where residents and partners feel safe, welcomed, and enjoy a high quality of life supported by access to financially responsible and sustainable municipal services and infrastructure.

Position Summary

The Clerk, Client Services is responsible for providing front-line customer service and administrative support for human services programs. This role assists clients in accessing services, processes applications and documentation, and maintains accurate records while ensuring a professional and client-focused experience.

Key Responsibilities

• Greet and assist clients in person, by phone, and via email, providing information about available programs and services.
• Process applications, forms, and documents related to human services programs, ensuring accuracy and completeness.
• Maintain and update client records in accordance with privacy regulations and organizational policies.
• Respond to client inquiries, provide guidance on service eligibility, and refer clients to appropriate staff or resources.
• Assist in scheduling appointments, coordinating meetings, and overseeing calendars for program staff.
• Prepare and distribute correspondence, notices, and other program-related materials.
• Collect, verify, and process financial documents, invoices, and payments related to program services.
• Support data entry, tracking, and reporting by maintaining accurate databases and tracking service requests.
• Assist with general office administration, including filing, scanning, and handling mail distribution.
• Ensure a welcoming and respectful environment for clients while maintaining confidentiality and professionalism.

Leadership Of Others

• N/A

Position Requirements

Education & Certifications:

• N/A

Experience:

• Minimum 2 years of experience in customer service, financial institution, administrative support, or client-facing roles.

Knowledge, Skills, and Abilities:

• Data Entry & Organization: Proficiency in maintaining accurate records, databases, and office systems.
• Communication: Clear verbal and written communication skills for client interactions and document preparation.
• Technical Proficiency: Experience using Microsoft Office applications. (Word, Excel, Outlook)
• Confidentiality & Compliance: Understanding of privacy regulations and the ability to handle sensitive information appropriately.
• Problem-Solving: Ability to assess client needs and provide appropriate guidance or referrals.
• Time Management: Ability to handle multiple tasks efficiently while maintaining attention to detail.
• Collaboration: Ability to work effectively within a team and support staff as needed.
• Emotional Resilience: Ability to remain patient, empathetic, and composed in emotionally demanding situations.

Working Conditions

• Work is primarily office-based with regular direct client interaction.
• Standard business hours, Monday-Friday, with occasional flexibility required during peak service periods.
• Cognitive demands include handling sensitive client information and responding to urgent service needs.
• Physical demands include extended periods of sitting and looking at a computer screen.

If selected for this role, you will need to provide:

• Successful reference check (two work-related references, with a minimum of one being a direct supervisor)
• Satisfactory Criminal Record and Judicial Matters Check
• Successful Language Assessment (French/English), CBC level
• Proof of certifications

Additional Information:

The Corporation of The City of Cornwall strives to promote and demonstrate the values of Equity, Diversity, and Inclusion. We are committed to reflecting the diversity of the community we serve and encourage qualified candidates of all backgrounds and abilities to apply. Accommodation will be provided in all parts of the hiring process as required. Applicants need to make their needs known in advance.

We thank all applicants for their interest, however, only those selected for interviews will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

The City of Cornwall is an equal-opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the City, we respect, encourage and celebrate our diversity. The City of Cornwall is committed to providing accommodation throughout the recruitment process. If you require accommodation, please notify us and we will work with you to meet your needs.

Please save a copy of this posting for your records. Please ensure that your application clearly demonstrates how you meet each of the required qualifications. Please note, selection for further consideration will be based on the information you provide in your application. Interviews may be conducted virtually through Microsoft Teams or in-person.

To see the full job posting, please visit https://www.cornwall.ca/en/city-hall/careers.aspx