Service Associate

As a member of the Service Center team, you will play a direct role in the overall service experience and support provided by WorkplaceNL. You will be the first point of contact for workers, employers and external service providers regarding claims, assessments, prevention and for general inquires. You will also be responsible for document management and image processing- ensuring every document that comes into WorkplaceNL is appropriately data entered, actioned and assigned to the proper recipients.

Role Responsibilities

• Assists clients by telephone, online, in person and by mail
• Plays a critical role in the management and movement of documents that support workers, employer service providers and service delivery teams through out the duration of a claim
• Involved in processing of critical claim, employer and financial-related documents, performing quality control, ensuring legible images and data, document validation, accurately assigning documents to the correct claim or employer file, handling medical documents, and routing claims and claims related documents
• Possesses a strong knowledge and understanding of WorkplaceNL's organizational structure and programs, business processes, policies and procedures

Essential Skills and Qualifications

• Minimum of a two-year Business Administration or Business Management Diploma or other related disciplines
• Minimum of one-year experience in a client service environment
• Knowledge of WorkplaceNL legislation, policy and procedures, programs and services considered an asset

Soft Skills

• You are client focused people person who enjoys learning new things and helping others
• You have strong attention to detail and are a skilled multi-tasker
• You enjoy variety in your job
• You are a good problem-solver and able to handle complex questions and concerns

What does success look like in this role?

• Developing strong working relationships within the Service Centre and other WorkplaceNL departments
• Being able to communicate effectively and efficiently with workers, employers and vendors to provide assistance and resolve issues when necessary
• Being an attentive and empathic to client and employer needs
• Demonstrating an ability to work independently, and also as a member of a team in fast- paced and modernizing work environment

Experience and an educational equivalency may be considered.

An eligibility list may be established from this competition to fill future vacancies within a period of six months from the date of this posting.

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Responsibilities

Some key responsibilities of the Service Associate position include:

• Communicates effectively with various client groups to address client inquiries and service issues, ensuring clients access the information, services and programs they require in a confidential, speedy and efficient manner, while upholding a responsive, inclusive and service without barriers approach.

• Independently resolves inquiries at the first point of contact, a key team metric, by assessing the client's needs and concerns in the short to long-term and identifying possible solutions considering policy and procedure.

• Provides Tier 1 online support to users of WorkplaceNL's online services across all programs and services, including assisting end users with registration, navigation, and troubleshooting issues.

• Acts as the first point of contact for all in-person visitors to WorkplaceNL offices, following check in procedures while ensuring the visitors' confidentiality and privacy is maintained and ensure visitors are seen on a timely basis.

• Plays a central role in the processing and management of critical documents to support worker and employer programs and services offered by WorkplaceNL.

• Works as part of a team to ensure that approximately 600,000 claims, health care, finance, assessment and employer-related documents are sorted, scanned, imaged, keyed, indexed, queued to owners, and boxed for storage, in keeping with service targets and key performance metrics related to client service, productivity, accuracy and processing efficiency.

• Performs quality control and completes document validation on all documents for legibility, completeness and accuracy.

• Captures, verifies and validates critical data received by the unit, including investigating and resolving issues.

Qualifications

Ideal Qualifications (Experience and an educational equivalency will be considered)

• Minimum of a two-year Business Administration / Business Management Diploma or other related disciplines.

• Minimum of one-year experience in a client service environment.

• Knowledge of worker's compensation legislation, policy and procedures, programs and services, WorkplaceNL's organizational structure and operations, and medical terminology would be an asset.

• Demonstrated ability to communicate effectively and efficiently, with well-developed active listening skills to understand diverse client needs and a demonstrated ability to foster two-way communication to resolve client issues and verbally de-escalate conflict.

• A critical thinker with strong problem-solving skills with proven ability to exercise good judgement. A demonstrated ability to work independently as a member of a team, and flexible and adaptable in a fast-paced, modernizing work environment.