Client Services Representative

WorkSafeBC; Richmond; On-site; CAD 70,000 - 77,000; Full time

Job summary

WorkSafeBC in Richmond, BC, is hiring an experienced Client Services Representative to serve as the first contact for injured workers and gather information for new claims. The 18-month temporary role focuses on Teleclaim initiation, answering inquiries, adjudicating routine claims and guiding workers and employers through the process, with a commitment to respectful service.

The position is based in our Richmond office five days a week, with a supportive team and a strong emphasis on customer

Qualifications

• 18 months of recent customer service experience (in person, over the phone, or online) or office administration including customer service
• Completion of Grade 12 (post-secondary education preferred)
• Experience with providing customer solutions and problem solving
• Excellent English communication skills (written and verbal)
• Ability to perform numeric calculations
• Proficient knowledge of Microsoft Office software

Responsibilities

• Initiate the Teleclaim process for injured workers, address questions and collect missing information
• Respond to claim-related calls and inquiries from workers, employers, medical professionals, and others
• Adjudicate entitlement decisions on routine claims and process the first payment of short-term disability benefits
• Communicate entitlement decisions in writing and verbally to appropriate parties
• Transfer claims as needed according to guidelines
• Model expected organizational behaviours: responsive, respectful, fair, collaborative, accountable, and forward thinking

Skills

Customer service

English communication

Microsoft Office

Numeric calculations

Office administration

Education

High School Diploma

Tools

Microsoft Office Suite

Job description

Overview

We're looking for experienced Client Services Representatives. In this role, you'll be responsible for collecting information from injured workers and acting as a first point of contact for workers who are submitting new claims.

If you have experience providing exceptional customer service and are interested in helping people who have a work-related injury or disease, we want to hear from you.

This is an 18-month temporary opportunity in Richmond, BC.

You’ll connect people with the services and answers they need.

Working at WorkSafeBC

We serve the workers and employers across B.C., and we do that best when we're together. It's how we collaborate, learn from one another, and develop our people.

This role is based in our Richmond office five days a week.

Like everything we do, our work model continues to evolve to support those we serve. We remain committed to a work model that strengthens our culture and helps us deliver our best work, while balancing flexibility and a positive employee experience.

What you'll do

• Initiate the Teleclaim process for injured workers, address their questions and concerns by providing information, and ensure that missing or conflicting information is collected and documented


• Respond to claim-related calls and inquiries from workers, employers, medical professionals, and others


• Adjudicate entitlement decisions on routine claims and process the first payment of short-term disability benefits


• Communicate entitlement decisions in writing and verbally to appropriate parties


• Transfer claims as needed, according to established guidelines


• Consistently models the appropriate level of organizational behaviours expected of all WorkSafeBC employees: responsive, respectful, fair, collaborative, accountable, and forward thinking.

Is this a good fit for you?

We're looking for people who can:

• Interact with clients in a caring, tactful, respectful, and objective manner in sometimes sensitive or difficult circumstances


• Gather and analyze information, determine relevant facts, and apply established policy to make timely decisions


• Organize, prioritize, and proactively manage a high-volume workload in an environment that requires multi-tasking and includes frequent interruptions


• Clearly, concisely, and accurately explain complex information both verbally and in writing


• Build and maintain rapport with a variety of individuals

Your background and experience

• Completion of Grade 12 (post-secondary education is preferred)


• A minimum of 18 months of recent customer service experience (in person, over the phone, or online) or office administration experience that includes customer service


• Experience with providing customer solutions and problem solving


• Excellent English communication skills (written and verbal)


• Ability to perform numeric calculations


• Proficient knowledge of Microsoft Office software

Important to know

Before we can finalize any offer of employment, you must:

• Consent to and successfully meet the legal requirements under the Criminal Records Review Act to work with children and/or vulnerable adults.


• Confirm you're legally entitled to work in Canada

Who we are

At WorkSafeBC, we promote safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We're honored to serve the 2.49 million workers and 263,000 registered employers in our province.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and rewarding. Our positions offer diversity and opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important, and so are the people we do it for.

Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self.

Learn more

Discover who we are .

Salary: $35.37/hourly