Client Services Representative

BCFMA; Burnaby; Hybrid; CAD 43,000 - 52,000; Full time

Benefits offered by this job

Inclusive culture

Monday to Friday work week

Defined Benefit Pension Plan

Competitive benefits package

On-the-job training

Job summary

BC Family Maintenance Agency (BCFMA) in Burnaby is seeking a Client Services Representative to be the first point of contact for clients, payors and partners. You will respond to inquiries, resolve issues, update the database and perform administrative tasks with a client-centred focus.

The role requires at least three years in a fast-paced, high-volume environment, excellent telephone etiquette, and the ability to navigate policies and legislation.

Qualifications

• Minimum three years’ experience in a fast-paced, client-oriented environment.
• Outstanding telephone skills and the ability to manage contentious situations calmly.
• Experience navigating multiple computer applications and policies.
• Preference for candidates with contact centre, social services, or conflict resolution experience.

Responsibilities

• Advocates client-centric service excellence across channels.
• Handles client interactions with calm, compassionate communication.
• Escalates complex issues to appropriate channels via email or phone.
• Responds to inquiries about the program and maintenance processes with resources.
• Updates database with accurate, running records of enquiries.
• Interprets policies and legislation to guide clients.
• Promotes digital tools to help clients update information.
• Provides operational insights and collaborates with colleagues.
• Participates in team meetings and projects to support the Agency’s mandate.

Skills

Relationship building

Respectful communication

Judgement and discretion

Microsoft 365

Education

High School Diploma

Tools

Microsoft 365

Job description

Do you take pride in helping others and providing excellent client service? Keep reading to find out how this role may be a great fit for you!

The BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians, offering supports that strengthen families, so that they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, anti-racism, and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship-building efforts.

BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on the government’s priorities.

The Client Services Representative (CSR) is the first point of contact between the BCFMA program staff, recipients, payors and other community participants. The CSR role is responsible for maintaining and promoting effective communication with a client-centric focus. The CSR actively responds to clients’ enquiries, resolves conflicts and issues, updates the database, and performs administrative tasks as assigned. The CSR role requires knowledge of BCFMA program operations and the ability to respond to questions in accordance with policies, procedures, and legislation. The CSR is an essential member of the client and case management team in the operations department.

The BCFMA is currently looking for qualified candidates to join our Client Service Representative team in our Burnaby office.

ACCOUNTABILITIES

• Advocates and applies the Agency’s client-centric approach towards service excellence across multiple channels.
• Navigates client interactions while remaining calm and compassionate with the ability to use techniques such as active listening and paraphrasing.
• Escalates complex client issues to appropriate channels through emails and phone calls.
• Responds accurately to a wide range of incoming enquiries about the BCFMA Program, maintenance processes and reciprocal recovery actions and provides appropriate community resources.
• Inputs accurate, detailed, running record entries and updates the database with each enquiry and responds to requests for information.
• Prepares accurate, concise and timely correspondence necessary to keep clients informed.li>
• Understands and interprets current policies, procedural information and legislation to clients.
• Advises and supports clients with navigating various digital tools to ensure accuracy with account updates and responses.
• Provides operational insights to colleagues by answering questions, resolving problems and creating positive, respectful working relationships.
• Participates and contributes to team meetings, committees, or project teams in support of the Agency’s mandate and service plan.
• Demonstrates knowledge of multiple operating systems and applications, and the ability to interact with clients and retrieve and update their information as required.
• Other duties as assigned.

JOB REQUIREMENTS

Education

• High School Diploma.

Experience

• Minimum three years’ experience working with people in a fast-paced, complex, high-volume and client-oriented environment.
• Outstanding telephone skills, uses appropriate etiquette over the phone; can manage contentious situations with ease and remains calm.
• Experience navigating through a variety of computer applications.
• Experience applying knowledge and interpretation of policies and legislation.
• Preference may be given to candidates with contact centre, social services sector, and/or conflict resolution experience.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to promote a positive culture and build strong relationships.
• Communicates respectfully with compassion, tact and diplomacy.
• Demonstrated ability to use judgment and discretion.
• Demonstrated ability to use Microsoft 365 (Teams, Outlook, Word, Excel).

ADDITIONAL INFORMATION

• A Criminal Record Check is required.

Why work at BCFMA

• An opportunity to be part of an inclusive and diverse culture where you can make a difference and team members are appreciated and valued.
• Work-life balance with a Monday to Friday work week.
• Participation in a Defined Benefit Public Service Pension Plan.
• Competitive benefits package including extended health, dental, above standard vacation entitlement, company paid sick time and flex days.
• On-the-job training with opportunities for ongoing learning and development.

The starting salary for this position is $47,588 per year. Candidates must be a Canadian citizen or permanent resident to apply for this full-time opportunity. Applicants must be residing in British Columbia at the time employment commences and located within a reasonable commuting distance from the work location. This is an office-based role which requires on-site attendance. This is a unionized position and is covered by the BCGEU/BCFMA collective agreement.

We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.

INDIGENOUS RELATIONS BEHAVIORAL COMPETENCIES

Building a Trust-Based Relationshiprequires a fundamental understanding that the relationship is the foundation from which all activities stem and that building a good relationship takes time and commitment. It involves a willingness to build both personal and professional relationships, participating in open exchanges of experiences and cultures. It requires a genuine, non-controlling approach and relies upon demonstrated integrity and transparency. Building a trust-based relationship requires a high level of consciousness of the experience of Indigenous people with Crown relations. It assumes that strengths abound in Indigenous people, cultures and communities.

Cultural Agility is the ability to work respectfully, knowledgeably and effectively with Indigenous people. It is noticing and readily adapting to cultural uniqueness to create a sense of safety for all. It is the openness to unfamiliar experiences that transforms feelings of nervousness or anxiety into curiosity and appreciation. It involves examining one’s own culture and worldview, as well as the culture of BCFMA, and noting their commonalities and distinctions with Indigenous cultures and worldviews. It is a recognition of how personal and professional values may conflict or align with those of Indigenous people. It is the capacity to relate to or accommodate differing cultural perspectives and be willing to undergo a personal shift in perspective.

BEHAVIORAL COMPETENCIES

Flexibilityis the ability and willingness to adapt to and work effectively within a variety of diverse situations, and with diverse individuals or groups. Flexibility entails understanding and appreciating different and opposing perspectives on an issue, adapting one’s approach as situations change and accepting changes within one’s own job or organization.

Listening, Understanding and Responding is the desire and ability to understand and respond effectively to other people from diverse backgrounds. It includes the ability to understand accurately and respond effectively to both spoken and unspoken or partly expressed thoughts, feelings and concerns of others. People who demonstrate high levels of this competency show a deep and complex understanding of others, including cross-cultural sensitivity.

Relationship Buildingis working to build or maintain ethical relationships or networks or contacts with people who are, or may be, potentially helpful in achieving work-related goals and establishing advantages. These people may include customers, clients, counterparts, colleagues, etc.

Results Orientation is a concern for surpassing a standard of excellence. The standard may be one’s own past performance (striving for improvement); an objective measure (achievement orientation); challenging goals that one has set; or even improving or surpassing what has already been done (continuous improvement). Thus, a unique accomplishment also indicates a Results Orientation.

Self-Control is the ability to keep one’s emotions under control and restrain negative actions when provoked, faced with opposition or hostility from others, or when working under stress. It also includes the ability to maintain stamina under continuing stress.

Service Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. educational institutes, non-government organizations, etc.) co-workers, peers, branches, ministries/agencies and other government organizations. It means focusing one’s efforts on discovering and meeting the needs of the customer/client.

Teamwork and Co-operation is the ability to work co-operatively within diverse teams, work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views.

We would like to thank all candidates for their interest, however only those being considered for this role will be contacted.

Qualifications

Skills

Required

Microsoft Office

Intermediate

Empathy

Intermediate

Intermediate

Diversity Equity Inclusion

Some Knowledge

Customer Service

Advanced

Communication Skills

Intermediate

Intermediate

Education

Required

High School Diploma or better.

Experience

Required

3 years:

Minimum three years’ experience working with people in a fast-paced, complex, high-volume and client-oriented environment.