The Employer Service Centre is a fast-paced, high volume and dynamic contact centre environment committed to providing exceptional customer service to WSIBs large and small businesses. Servicing more than 240,000 customers across Ontario, the Centre provides a full range of account services (e.g. coverage, registration and classification) including the promotion and support of eServices to help our customers meet their legislative obligations easily and efficiently.
What can I expect to do in this role?
We are seeking highly motivated, proactive, results oriented, and customer focused team players who have a keen interest and ability to provide responsive, accurate and timely customer service on account related enquiries and process account transactional activities received via multiple channels such as telephone, mail, reports etc., for all Schedule 1 employers
How do I qualify?
Mandatory
• Post-secondary diploma up to two years in a business administration, accounting or human relations program with accounting principles
• 2 years prior experience in customer service and/or accounting/finance
• Demonstrated strong interpersonal/active listening skills with the ability to understand and assess customer enquiries
• Ability to adapt in an environment undergoing change and transformation
• Strong analytical skills/information gathering skills
• Superior written and verbal communication skills and ability to communicate professionally and effectively both orally and in writing with internal and external clients at various levels in both group and one-on-one settings
• Computer literacy in Windows, MS Office and Outlook
• Knowledge of WSIB's programs and services, Workplace Safety and Insurance Act (WSIA), Business Corporations Act, and the Freedom of Information and Protection of Privacy Act
• Requirement for Bilingual vacancies is fluency in both French and English, both verbal and written.
Responsibilities:
Working collaboratively with the Employer Service Centre team, your success will be measured by your ability to effectively:
1. Effectively and efficiently manage and process employer account transactions in a timely manner, ensuring all WSIB systems and employer files are up-to-date within delegated authority and guidelines. This includes reviewing, analyzing and processing insurable earnings; identifying and adjusting employer accounts receivable (A/R); validating/processing employer registrations; following up on delinquent accounts to obtain unreported premiums and payments; communicating all decisions to appropriate parties verbally and/or in writing, explaining rationale for the decision relating to activities affecting employer accounts; advising appropriate internal parties of anomalies detected in an employer's account or activities.
2. Respond to employers' specific and general enquiries on employer responsibilities and obligations under the WSIA, account balances, available account related eServices and related issues such as premiums, classification, non-compliance and other transactional activities; explain basic premium rate setting and WSIB incentive plans and refer enquires requiring more in-depth handling to appropriate internal WSIB parties.
3. Inform and educate workplace parties of their rights and responsibilities under the WSIA and the consequences of non-compliance; advise workplace parties of changes or advancements such as eServices that may impact them.
4. Provide level 1 eService support and assistance to employers such as Single Sign On and password resets.
5. Process requests from Account Specialists and other internal business partners on employer account issues and respond to specific and general inquiries.
6. Provide feedback from workplace parties to assist management in developing and implementing improvements to products and services.
7. Perform other related duties as assigned or required.
What we offer you in return:
• Eligibility to participate in medical and dental benefits
• 3 weeks of annual paid vacation to start with no waiting period and 9 wellness days a year, in which 5 unused days can be rolled over into vacation days
• Leadership Development Program
• Our Career Success Centre provides career and development tools and resources including individual career coaching to employees to help build career plans and ensure greater success in future roles
• Classroom and virtual learning opportunities that promote continuous learning and professional development with customized performance and talent management programs
• Tuition Assistance Program (TAP)
• Employee Assistance Program
• Wellness programs and healthy workplace initiatives
How to apply
Please apply via this link:
WSIB job opportunity
