Enrolment Services Advisor

BC Family Maintenance; Victoria; On-site; AUD 46,000 - 56,000; Full time

Benefits offered by this job

Defined Benefit Public Service Pension

Extended health

Dental

Sick time

Flex days

On-the-job training

Job summary

BC Family Maintenance Agency (BCFMA) in Victoria, BC is seeking an Enrolment Services Advisor to guide applicants through the enrolment process and assess eligibility under BCFMA policies. The role requires evaluating applications, documenting information, data entry, client-centric communication, and coordinating with the team to move files through the enrolment process.

Candidates should have a 2-year college diploma or equivalent, strong Microsoft 365 skills, and proven customer service

Qualifications

• Two-year college diploma or equivalent; documentation of education considered.
• Minimum 2 years of customer service experience in a rules-based setting.
• Experience with policies, procedures and client service best practices.

Responsibilities

• Receives and reviews enrolment applications; verifies documentation for eligibility.
• Reviews maintenance and obligations to determine support and compliance.
• Prepares documents and communications to enrol cases and obtain information.
• Communicates with clients about enrolment and enforceability with tact.
• Maintains accurate records and updates the BCFMA database.

Skills

Customer service

Communication

Empathy

De-escalation

Time management

Organizational skills

Critical thinking

Problem solving

Diversity equity inclusion

Attention to detail

Education

Two-year college diploma or equivalent

Tools

Microsoft 365

Job description

Do you take pride in helping others and providing excellent client service?

BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians. BCFMA offers support that strengthens 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 multiculturalism, 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, the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on the government’s priorities.

We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). We are passionate about what we do and the clients we serve and we are proud of delivering exceptional service in a client-focused way.

The BCFMA is currently looking for qualified candidates to join our Enrolment Services Advisorteam in our Victoria office.

The Enrolment Services Advisor (ESA) is the initial point of contact and guides users through the enrolment process. This guidance includes assessing incoming applications and accompanying supporting documentation, collecting and analyzing information, entering data and providing effective client-centric customer service and communication. The Enrolment Services Advisor is a decision-maker with critical thinking skills to assess the eligibility of candidates in accordance with BCFMA enrolment protocols, as well as policy, legislation, and practices. This role provides recommendations and demonstrates administrative skills by maintaining meticulous records. An outstanding candidate will demonstrate exceptional communication skills and have a high standard of accuracy.

ACCOUNTTIBILITIES

• Receives and reviews enrolment applications, interprets court orders and verifies documentation provided by the client to assess eligibility for BCFMA services.
• Reviews maintenance obligations and documentation to determine support to be enforced, including special expense debts, according to BCFMA Program policies.
• Prepares all necessary documents and communications to obtain information needed to enrol a case.
• Communicates with enrolling clients regarding maintenance enforceability, both verbally and in writing, using tact and diplomacy.
• Ensures client safety concerns are adequately addressed and reflected in the BCFMA database.
• Effectively responds to routine verbal and written inquiries from the public, government staff and other agencies.
• Models a client-centric approach when interacting with clients.
• Determines appropriate oversight of a case (administrative or court); prepares and refers cases for managerial and/or legal approval as necessary.
• Conducts and obtains search results through Court Services Online and Reciprocal Jurisdiction websites.
• Ensures case-specific payment information is entered into the database correctly, that BCFMA payment records are complete, and that account reconciliations are done accurately and efficiently.
• Works constructively with the enrolment team and co-workers to maximize efficiency and effectiveness and inform the supervisor of issues.
• Monitors and changes case statuses to reflect files moving through the enrolment process while maintaining accurate records.

JOB REQUIREMENTS

Education

• Two-year college diploma or equivalent post-secondary education credits, or
• An equivalent combination of education and experience in place of formal educational credentials will be considered.

Experience

• Minimum 2 years of experience in a customer service position in an environment that requires the application of legislated rules, policies, procedures and best practices for client service.
• Previous experience with the analysis of the application of policies and procedures.
• Experience navigating through a variety of computer applications.
• Previous experience in a social justice environment focusing on principles of equity, access, participation, diversity and/or human rights would be considered an asset.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated ability to use Microsoft 365 (Teams, Outlook, Word, Excel).
• Ability to organize and prioritize work effectively to respond to numerous diverse challenges and demands in a timely manner.
• Critical thinking/decision making using legislation, policy, etc.
• Demonstrated client-centric communication skills over the phone and in written correspondence to ensure effective and timely communication when interacting with others.
• Willingness and ability to display resilience in adversity and demonstrate empathy when interacting with prospective clients.
• Willingness and ability to use de-escalation techniques to manage some situations.
• Ability to promote a positive culture and build strong relationships.
• Communicates respectfully with empathy, compassion, tact and diplomacy.

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 $50,753 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 Relationship

requires a fundamental understanding that \"relationship\" is the foundation from which all activities happen and that building a good relationship takes time and commitment. It is a willingness to build a personal relationship in addition to a professional one, participating in open exchanges of experiences and culture. 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 Peoples with Crown relations. It assumes that strengths abound in Indigenous Peoples, cultures and communities.

Cultural Agility

is working 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 openness to unfamiliar experiences, transforming feelings of nervousness or anxiety into curiosity and appreciation. It examines one’s own culture and worldview and the culture of BCFMA, and to notice their commonalities and distinctions with Indigenous cultures and worldviews. It is recognition of the ways that personal and professional values may conflict or align with those of Indigenous people. It is the capacity to relate to or allow for differing cultural perspectives and being willing to experience a personal shift in perspective.

BEHAVIORAL COMPETENCIES

Analytical Thinking

is the ability to comprehend a situation by breaking it down into its components and identifying key or underlying complex issues. It implies the ability to systematically organize and compare the various aspects of a problem or situation and determine cause-and-effect relationships(“if...then…”) to resolve problems in a sound, decisive manner. Checks to ensure the validity or accuracy of all information.

Flexibility

is 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.

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.

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, agencies and other government organizations. It means focusing one's efforts on discovering and meeting the needs of the customer/client.

Teamwork and Cooperation

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

Time Management

Intermediate

Problem Solving

Intermediate

Organizational Skills

Intermediate

Microsoft Office

Intermediate

Flexible

Intermediate

Empathy

Intermediate

Intermediate

Diversity Equity Inclusion

Intermediate

Customer Service

Advanced

Conflict Management

Intermediate

Communication Skills

Intermediate

Business Writing

Intermediate

Attention to Detail

Advanced

Analytical/Critical Thinking

Intermediate

Intermediate

Education

Some college or better.

Technical/other training or better.

Experience

Required

2 years:

2 years:

Minimum 2 years of experience in a customer service position in an environment that requires the application of legislated rules, policies, procedures and best practices for client service.