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 Analyst, Employer Services
Permanent and Temporary Vacancies (up to 12 months) Hamilton, London, Sudbury, Toronto and Windsor
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 6-10 weeks, comprising of a combination of in-class training and practicum, with no scheduled vacation breaks.
Working as a member of our Employer Service Contact Centre, you will provide highly responsive, efficient, accurate and timely 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. Assess, explain, resolve and process account enquiries and transactions within the scope of the job responsibilities and duties. The Account Analyst role is often the first contact our customers have with the WSB with a goal that customers have a seamless service experience. The Account Analyst helps the customer by providing education and guidance related to reporting obligations, billing and statement enquiries as well as providing support related to our online services.
What you bring to the team
Professional Requirements and Qualifications
• Successful completion of a Post-secondary diploma up to two years
• 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
Key Accountabilities and Responsibilities
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. Activities include but are not limited to:
• reviewing, analyzing and processing insurable earnings
• identifying and adjusting employer accounts receivable (A/R)
• validating/processing employer registrations
• performing account maintenance activities
• making changes to employer accounts
• issuing clearances
• reducing employer non-compliance (non and/or under reporting) by following up on delinquent accounts to obtain unreported premiums and payments
• reviewing and analyzing exception reports and databases to update employer information
• communicate all decisions to appropriate parties verbally and/or in writing, explaining rationale for the decision relating to activities affecting employer accounts
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, Bill119, non-compliance and other transactional activities.
3. Explain basic premium rate setting and WSIB incentive plans and refer enquires requiring more in-depth handling to appropriate internal WSIB parties.
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. Provide eService support and assistance to employers such as Single Sign On, password resets and identify technical issues
6. Process requests from Account Specialists and other internal business partners on employer account issues and respond to specific and general inquiries.
7. Advise appropriate internal parties of anomalies detected in an employer's account or activities.
8. Provide feedback from workplace parties to assist management in developing and implementing improvements to products and services.
9. Verify and process administrative work. This includes:
• generating appropriate template letters
• responding to WSIAT requests for employer information
• changing Merit Adjusted Premium (MAP) price
10. 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.
Employees of the WSIB have important ethical responsibilities, including the obligation to place the public interest above personal interests. Job applicants are therefore required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. These may include: political activity, directorship or other outside employment and certain personal relationships (e.g. with existing WSIB employees, clients and/or stakeholders). Please contact TAC if you have any questions about conflict of interest obligations and/ or how to make a disclosure.