Call Centre Operations - Administrative Support Representative

Accerta•Toronto, ON

3d•Hybrid

About The Position

This position ensures accurate and efficient processing of transcription outputs and enrollment applications, supporting the completion of day-to-day operational workflows. The Administrative Support Representative reviews, validates, and enters information to ensure all required data is complete, accurate, and aligned with program policies, procedures, and service standards. The role works closely with supervisors, and team members to support consistent workflow execution, maintain data integrity, and enable timely service delivery. Aligned with Accerta's commitment as a certified B Corporation, this role contributes to Accerta's social purpose by supporting the accurate, timely, and secure processing of client information that enables equitable access to publicly funded services. The ASR demonstrates B Corp principles of accountability, transparency, and equity through careful data validation, adherence to privacy and security requirements, and consistent processing practices that support reliable and efficient service delivery.

Requirements

Strong attention to detail and ability to process high volumes of work accurately and efficiently
Strong organizational and time management skills, with the ability to prioritize competing tasks
Ability to follow defined processes and escalate issues appropriately
Strong communication skills and ability to work collaboratively across teams and communicate with external clients.
Proficiency with computer systems and data entry
Ability to adapt to evolving processes and technology in a fast-paced environment
Commitment to maintaining confidentiality and adhering to privacy requirements
High school diploma or equivalent required

Nice To Haves

post-secondary education considered an asset

Responsibilities

Review transcribed documents to ensure information is complete, accurate, and aligned with program requirements and established procedures
Identify missing, unclear, or inconsistent information and take appropriate action, including escalation where required
Process enrollment applications and account updates, ensuring accurate data entry and maintenance of client and program records within internal systems
Manage assigned work queues to meet productivity, turnaround, and service delivery expectations; prioritize tasks based on volume, complexity, and deadlines
Monitor workflow status and communicate delays, risks, or capacity constraints in a timely manner
Ensure all work complies with privacy, security, and regulatory requirements, always maintaining confidentiality
Follow defined quality assurance processes, apply feedback, and support consistency in processing practices across the team
Maintain accurate documentation and audit trails to support traceability and compliance requirements
Respond to internal inquiries and contribute to effective workflow coordination across teams
Contribute to process improvements, documentation updates, and knowledge sharing initiatives
Participate in training and onboarding activities as required
Perform other duties as assigned to support team and departmental objectives

Benefits

Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
Opportunities to increase your earnings.
in a company that promotes from within.
Time off to volunteer within our community
working environment with a laptop and two monitors.
A one-time payment of $750 included in the employee's first paycheck.
Access to Mental Health on Demand for employees and their dependents.
Includes Employee Assistance Program services.
Up to 8 hours of paid time off annually to volunteer in your community.
Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
Tuition reimbursement for post-graduate courses, upon prior approval.
Employees can earn a $1,500 reward for successful referrals of other employees.