Client Liaison Agent

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The families we serve are our top priority. We are a fast-paced, high-volume organization that is committed to client-focused service.

We are committed to improving the lives of families, better empowering them to plan for the future and achieve economic and social stability. We need innovative, efficient, and committed team players to build our clients' confidence and accomplish our commitment to Ontario families.

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About the job

Family support matters can be complex and stressful, especially when children are involved. When our clients need a helping hand, you will be there to answer the call. As a front-line client service provider you will think customer service by default, and make every effort to work with clients to ensure they know how our program works and ensure families are getting the funds they are entitled to.

From explaining how our program works, to developing and maintaining positive and respectful client relationships, you will work to assure our clients that their cases are in good hands.

Please note: candidates must be available to work any 7.25 hour shift between 7:45 a.m. and 5:30 p.m. from Monday to Friday.

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What you bring to the team

Client Relations, Interpersonal, and Communication Skills

• You are able to provide client service on sensitive issues with tact, diplomacy, respect and inclusiveness
• You have experience providing quality customer service in a high-volume, client-focused environment
• You have experience working effectively as a team member to support team goals
• You can explain and disseminate detailed information on enforcement actions
• You can communicate sensitive issues and confidential information
• You develop resolutions for a positive client experience

Technical Knowledge

• You have demonstrated ability to interpret and apply policies and procedures as well as ability to acquire knowledge of legislation in order to explain support requirements to clients and assist in the enforcement and management of family support issues
• You have general understanding of courts and legal systems to obtain and assess accuracy of legal documents, explain processes, and provide status of cases to clients
• You can operate computer hardware and software and financial systems to enter data, conduct research, prepare routine correspondence, as well as learn new applications and databases

Analytical, Organizational, and Time Management Skills

• You have proven analytical skills to identify and apply key terms of court orders, review and prepare files for enforcement action, and respond to client inquiries
• You can use problem-solving skills to resolve client and case management issues
• You can process financial documents and clarify payment issues
• You can achieve targets and standards by effectively organizing your priorities and time

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Additional information:

Note:

• The number of positions to be filled has not been identified at this time. This competition will be used to create an eligibility list of qualified candidates to fill upcoming opportunities within the next eighteen months following the closing date of the job ad posting.
• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• W-SS-157746/20(5)

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.