Service Support Advisor - Temporary

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.

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

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

You are client focused people person who enjoys learning new things and helping others

Developing strong working relationships within the Service Centre and other WorkplaceNL departments

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.

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.
• 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.

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.
• A demonstrated ability to work independently as a member of a team, and flexible and adaptable in a fast-paced, modernizing work environment.