Agent Maintenance Service Client H/F

Do you take pride in helping others and providing excellent client service? BC Family Maintenance Agency (BCFMA) is responsible for the client-centric
administration of child and spousal maintenance services for British
Columbians, offering supports that strengthen families, so that they may
children. We are committed to promoting equity, anti-racism and
multi-culturalism, addressing social and health issues such as mental health
and poverty, and providing services that make communities safer. lasting and meaningful reconciliation through Indigenous-specific community
recognition, outreach, and relationship building efforts.

is committed to reconciliation with Indigenous Peoples, honouring the
Indigenous Peoples (UNDRIP), the Declaration on the Rights of
Indigenous Peoples Act , and the Truth and Reconciliation Commission’s (TRC)
with Indigenous partners and stakeholders, BCFMA delivers on government’s
We are passionate about what we do and the clients we serve and we are proud of delivering exceptional service in a client-focused way.
The BCFMA is currently looking for qualified candidates to join our Client Service Representative team in our Burnaby office.
The Client Services Representative (CSR) is the first point of contact between the BCFMA program staff, recipients, payors and other community participants. The CSR actively responds to clients’ enquiries, resolves conflicts and issues, updates the database, and performs administrative tasks as assigned. The CSR role requires knowledge of BCFMA program operations and the ability to respond to questions in accordance with policies, procedures, and legislation. Advocates and applies the Agency’s client-centric approach towards service excellence across multiple channels.
Navigates client interactions while remaining calm and compassionate with the ability to use techniques such as active listening and paraphrasing.
Escalates complex client issues to appropriate channels through emails and phone calls.
Responds accurately to a wide range of incoming enquiries about the BCFMA Program, maintenance processes and reciprocal recovery actions and provides appropriate community resources.
Inputs accurate, detailed, running record entries and updates the database with each enquiry and responds to requests for information.
Understands and interprets current policies, procedural information and legislation to clients.
Advises and supports clients with navigating various digital tools to ensure accuracy with account updates and responses.
Participates and contributes to team meetings, committees, or project teams in support of the Agency’s mandate and service plan.
High School Diploma.

Outstanding telephone skills, uses appropriate etiquette over the phone; Experience navigating through a variety of computer applications.
Experience applying knowledge and interpretation of policies and legislation.
Preference may be given to candidates with contact centre, social services sector, and/or conflict resolution experience.
Demonstrated ability to use Microsoft 365 (Teams, Outlook, Word, Excel).
A Criminal Record Check is required.

Work-life balance with a Monday to Friday work week.
Participation in a Defined Benefit Public Service Pension Plan.
Competitive benefits package including extended health, dental, above standard vacation entitlement, company paid sick time and flex days.
On-the-job training with opportunities for ongoing learning and development.
Candidates must be a Canadian citizen or permanent resident to apply for this full-time opportunity.