Client Service Agent (Casual Full-Time Bilingual)

Work Remotely Anywhere In The Province Of New Brunswick (subject to our Remote Work Directive)

The team at WorkSafeNB is passionate about promoting health and safety in New Brunswick workplaces. We strive to make New Brunswick the safest place to work. However, injuries do occur, and when they do, we are committed to providing caring recovery and return to work services, benefits, and compensation to injured workers and their families. Culture is the heartbeat of the organization. The stronger it is, the further we go! Selected by our employees, our WorkSafeNB values shape our culture. We put our values of Accountability, Collaboration and Trust into ACTion. We demonstrate accountability by taking pride in and ownership of our work so we can take care of our clients and other New Brunswickers. Through collaboration, we build strong partnerships and innovate to achieve better outcomes. Trust guides our organization; we lead and listen with empathy and embrace diversity, inclusion and belonging. These ACTions shape us.

WorkSafeNB is looking to hire casual full-time Bilingual positions for Client Service Agent. The normal hours of work for employees in the bargaining unit shall be thirty-five hours per 5-day work week, Monday to Friday, between 8:00 a.m. and 5:00 p.m.

This competition will be used to establish an inventory of qualified candidates to fill casual full-time Bilingual Client Service Agent positions.

Reporting to the Manager, Adjudication Client Support, you will provide superior client service by supporting the claim entitlement process. This includes medical aid and loss of earnings entitlement through timely and accurate communication, as well as gathering and requesting of basic information as per procedure and the processing of administrative transactions. By providing accurate and timely information to the worker, employer, and other stakeholders, you will support the processes that enable the worker in their recovery and enable the worker to stay at work and/or return to work. You will also provide information and complete transactions in compliance with the Workers' Compensation Act or any other relevant legislations, WorkSafeNB policies, directives, and standard operating procedures.

Your key areas of responsibility include:

1. Providing a positive client experience as the primary contact by responding to clients for intake and adjudication inquiries (e.g., written, verbal, etc…) in a timely manner.
2. Performing essential functions required for an efficient claim entitlement process. Ensure basis, essential and accurate information as per procedure is added to the claim file and medical aid authorizations are completed to enable Adjudicators to make timely and quality decisions in accordance with legislation, policies, pre-determined guidelines, and standard operating procedures.
3. Supporting the worker's journey through the application and reporting process. Gather and request basis information as per procedure to enable adjudicators to make timely adjudication decisions in accordance with legislation, policies, and standard operating procedures.

You embrace the following competencies:

1. Client-focused Service
2. Teamwork and Collaboration
3. Adaptability
4. Ensuring Accountability

You, as a successful candidate, possess:

1. Completion of a one-year related diploma/certificate in a related field.
2. Three years of related work experience in a customer service industry such as insurance, law, health care, government entity, etc.
3. Ability to provide superior client service in, sometimes, confrontational, and sensitive situations.
4. Ability to plan and organize in a fast-paced and high-demanding environment.
5. Ability to work under pressure to meet tight deadlines while providing excellent client service.
6. Ability to communicate effectively complex and difficult concepts in a clear and concise manner, both verbally and in writing.
7. Ability to work and communicate well with others during day-to-day activities and to collaborate with others to achieve team goals.
8. Ability to follow procedure and instructions.

An equivalent combination of greater education combined with less work experience may be considered.

Written and spoken competency in English and French is required.

Hourly rate is $22.99. Casual employees receive Step 1 of the pay band for the position appointment.

Your primary workspace will be from your in-home office, with the occasional expectation of in-person meetings; for that reason, working from outside the province of New Brunswick, or country, is not permissible.

If you are interested in an exciting and rewarding opportunity with WorkSafeNB, please apply online at www.worksafenb.ca by December 31, 2024.

We thank all those who apply however only those selected for further consideration will be contacted.

For more information about WorkSafeNB, or this and other employment opportunities, please visit our website at worksafenb.ca.