With a vision to become the leading workplace compensation board, the Workplace Safety and Insurance Board (WSIB) provides no-fault insurance and compensation for Ontarians in the event of a workplace injury or illness. We are committed to delivering what matters: fast, accessible service and fair benefits at a fair price.
We've launched a comprehensive plan for modernizing and revitalizing the WSIB. This is an exciting time for the organization, and we invite you to be a part of it as we work to grow and improve the services we provide.
Recognized as a best-in-class learning organization, we promote professional development and are committed to providing our people with opportunities to lead, learn and grow, ensuring that we're providing the best possible service to the people of Ontario. We offer a market-competitive total compensation plan and a robust wellness program that promotes a healthy lifestyle as well as work/life balance.
The work we do at the WSIB is meaningful and challenging, and it makes a difference to the people of Ontario. We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve.
About the job
Account Specialist, Employer Services
1 Temporary Vacancy (up to 12 months) Guelph, Hamilton, Kitchener, London, Sault Ste. Marie, St. Catharines, Sudbury, Thunder Bay and Toronto
The number of vacancies for this position has not been determined at this time. The current recruitment will be used to create a pool of qualified candidates to fill upcoming opportunities within the next twelve months.
There is a mandatory training period required of this position, which is anticipated to extend up to 14 weeks, comprising of a combination of in-class training and practicum, with no scheduled vacation breaks.
Provide highly responsive, accurate and timely service and render decisions on account related enquires received via multiple channels such as telephone, mail, reports, etc. for all employers. Assess, explain, and resolve account enquires and make necessary changes to the accounts as businesses evolve or change.
Act as a resource to WSIB management regarding employer trends observed across account related activities.
What you bring to the team
Professional Qualifications
• Successful completion of post-secondary program of up to three years.
• Three years of prior experience in accounting, finance, marketing or customer service.
• Knowledge of and experience in a fast-paced, high volume, service oriented environment
• Results-driven approach and excellent customer service includes strong communication and active listening skills,
• Achievement orientation and strong organizational and time management skills that allows you to effectively work under pressure in a high volume environment
• Ability to work independently and as part of a team is essential as is experience composing complex written documentation
• Computer literacy in Windows and MS Office
Key Accountabilities and Responsibilities
1. Manage, render, and communicate employer account decisions on issues such as:
• determining coverage, employer registration and classification
• determining worker/independent status under WSIA, to include mandatory coverage under Bill 119, confirming “true bona-fide” executive officer status and establishing optional insurance and mandatory coverage under Bill 119
• managing account maintenance
• managing account receivables
• determining, processing and validating insurable earnings for employers and internal WSIB parties
• issuance of clearance and purchase certificates
• reclassifying, adjusting, changing ownership, closing and making required changes to employer accounts
• addressing employer account issues raised by internal WSIB parties
• administering decision(s) rendered by internal WSIB parties such as WSIAT, Legal Service and Employer Audit. Can include validation of accident employer and employer account status for claims at the WSIAT level, referrals to other internal WSIB parties for further investigation into accounts and/or claims issues such as Legal Services, Employer Audit, and Collections for the offset of claims benefit. Validate accident employer and employer account status for claims at the WSIAT level
2. Manage employer non-compliance including the identification and registration of unregistered employers through revenue recovery initiatives. This includes determining if a breach of obligations has occurred and registering, classifying, making account adjustments and issuing penalties as appropriate.
3. Communicate all decisions rendered, via telephone, in writing and/or in person to workplace parties. Prepare detailed documentation and correspondence as required, providing rationale for decision and ensuring all appropriate WSIB systems information and employer files remain up to date.
4. Inform and educate workplace parties of their rights and responsibilities under the WSIA and the consequences of non-compliance and advise them of changes or advancements such as eServices that may impact them.
5. Promote eServices and assist employers with signing up.
6. Attempt to prevent or resolve disputes, handle requests for reconsideration and, if unresolved, arrange access and process the objection/appeal.
7. Provide basic and complex information to workplace parties on WSIB policies and processes; explain basic premium rate setting and structure and WSIB incentive plans, and refer enquires requiring more in-depth handling to appropriate internal WSIB parties
8. Provide level 1 eService support and assistance to employers such as Single Sign On and password resets.
9. Advise appropriate internal parties of anomalies detected in an employer's account or activities.
10. Provide feedback from workplace parties to assist management in developing and implementing improvements to products and services.
11. Participating in process improvement and best practice initiatives, and deliver standard prepared/approved presentations to specific workplace parties pertaining to employer obligations both on and off site.
12. Perform other related duties as assigned or required.
How to Apply
As a precondition of employment, the WSIB will require a prospective candidate to undergo a criminal records name check prior to or at any time following hire.
To apply for this position, please submit your application by the closing date noted above on our Job Opportunities page:
http://www.wsib.on.ca/WSIBPortal/faces/WSIBArticlePage?fGUID=835502100635000719 We appreciate the interest of all candidates. Due to the volumes of applications we receive, we are only able to contact candidates that are selected to move forward in the recruitment process. The WSIB is an equal opportunity employer.
The WSIB is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you are an individual with a disability and you need accommodation in order to apply for this position, please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the assessment process, please provide your accommodation needs at that time. Please be advised that you may be required to provide medical documentation to the WSIB's Corporate Health Department so that appropriate accommodation can be provided to you throughout the recruitment process.