Customer Contact Representatives

WCB-Alberta; Edmonton; Hybrid; CAD 58,000 - 65,000; Full time

Job summary

A provincial compensation board is seeking a Customer Contact Representative in Edmonton. In this role, you will respond to inquiries and provide quality service in the claims process. The ideal candidate has strong communication skills and a background in health-related or business fields. The position offers a competitive salary range of $58,249.00 to $64,687.00 per annum, along with hybrid work opportunities.

Benefits

Comprehensive benefits package

Flexible work schedules

Hybrid work opportunities

Qualifications

• Experience in an inbound contact/call centre is an asset.
• Knowledge of medical terminology and experience in related fields is a benefit.
• Ability to independently make decisions and handle complex inquiries.

Responsibilities

• Respond to inquiries about claims processes from various business partners.
• Educate partners on Workers’ Compensation benefits and services.
• Document pertinent information clearly and accurately.

Skills

Superior verbal and written communication skills

Negotiation and active listening skills

Proficient computer/keyboarding skills

Well-developed interpersonal skills

Ability to remain calm under pressure

Education

Post-secondary education in health-related discipline, business, science or arts

Tools

MS Office

Job description

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:

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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.

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 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.

What we offer:

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from physical office and primary home residence) that foster a healthy work-life balance. Take the next great step in your career and help us change lives. For more information, please see our Employee Handbook, available on our website.

Salary: $58,249.00 to $64,687.00 per annum (Salary Grade 07)

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 that this position requires an initial in-office training period, followed by scheduled in-office days on a monthly basis. These arrangements are subject to change.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions and wages.

Posted: October 14, 2025

Closing Date: October 20, 2025, for a start date of January 5, 2026

We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.