Client Services Representative

Bc Family Maintenance Agency • Victoria, BC

9d • Onsite

About The Position

The 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 achieve their full potential and secure the best possible future for their 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. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship-building efforts.

BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on the government’s priorities.

The Client Services Representative (CSR) is the first point of contact between the BCFMA program staff, recipients, payors and other community participants. The CSR role is responsible for maintaining and promoting effective communication with a client-centric focus. 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. The CSR is an essential member of the client and case management team in the operations department.

The BCFMA is currently looking for qualified candidates to join our Client Service Representative team in our Victoria office.

Requirements

• High School Diploma.
• Minimum three years’ experience working with people in a fast-paced, complex, high-volume and client-oriented environment.
• Outstanding telephone skills, uses appropriate etiquette over the phone; can manage contentious situations with ease and remains calm.
• Experience navigating through a variety of computer applications.
• Experience applying knowledge and interpretation of policies and legislation.
• Ability to promote a positive culture and build strong relationships.
• Communicates respectfully with compassion, tact and diplomacy.
• Demonstrated ability to use judgment and discretion.
• Demonstrated ability to use Microsoft 365 (Teams, Outlook, Word, Excel).

Nice To Haves

• Contact centre experience
• Social services sector experience
• Conflict resolution experience

Responsibilities

• 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.
• Prepares accurate, concise and timely correspondence necessary to keep clients informed.
• 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.
• Provides operational insights to colleagues by answering questions, resolving problems and creating positive, respectful working relationships.
• Participates and contributes to team meetings, committees, or project teams in support of the Agency’s mandate and service plan.
• Demonstrates knowledge of multiple operating systems and applications, and the ability to interact with clients and retrieve and update their information as required.
• Other duties as assigned.

Benefits

• An inclusive and diverse culture where you can make a difference and team members are appreciated and valued.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED