Customer Contact Representatives

WCB-Alberta is dedicated to creating a safer, healthier, and stronger Alberta by providing support to injured workers and businesses. The Customer Contact Representatives will play a vital role in delivering timely and quality service to customers, responding to inquiries regarding the claims process and educating business partners on Workers’ Compensation benefits and services. 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 the Access to Information Act (ATIA) and the Protection of Privacy Act (POPA) 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 Skills 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 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 Benefits A comprehensive benefits package Flexible work schedules Hybrid work opportunities (combination of work from physical office and primary home residence) Company Overview WCB-Alberta provides a cost-effective insurance system to employers and workers against the impact of work injuries or illness. It was founded in 1918, and is headquartered in Edmonton, Alberta, CAN, with a workforce of 1001-5000 employees. Its website is