Job Description

Administrative Assistant - Senior
Location: Edmonton, AB
Work Model: Onsite (Downtown Edmonton)
Overview
The Senior Administrative Assistant (Family Portal Representative) supports parents, guardians, and childcare providers by assisting with their online accounts, validating information, and responding to high-volume inquiries in a call centre environment. The role requires interpreting policy, determining eligibility for childcare programs, processing requests, and maintaining accurate records related to the Affordability and Child Care Subsidy Grants.
Key Responsibilities
1. Call Centre Support

• Respond to inquiries from childcare providers, parents, and guardians with professionalism and accuracy.
• Explain program policies, procedures, and eligibility criteria.
• Guide callers through online processes and assist with technical or service-related issues.
• Manage high call volumes while maintaining service quality.
• Address complaints and escalate issues when required.

2. Application Review & Processing

• Validate and assess client information to determine eligibility under the Canada-Alberta Early Learning and Child Care Agreement.
• Verify data through crossmatch systems or through coordination with other departments.
• Communicate required documentation clearly (verbal and written).
• Monitor changing client circumstances and update records accordingly.
• Maintain information in the Family Portal to support grant payments.
• Stay current with policies, procedures, and system updates.

3. Fraud Analysis & Compliance

• Review documentation and client histories for potential overpayments or fraud.
• Compile supporting evidence for debt collection or fraud investigations.
• Testify in court when required.
• Ensure data is handled in accordance with the FOIP Act.

4. Payment Monitoring

• Review reports related to payment triggers (e.g., child age changes, school entry).
• Process payment adjustments to maintain accurate funding levels.

5. Documentation & Communication

• Document all client interactions and maintain accurate case notes.
• Collaborate with team members to enhance service delivery and workflow efficiency.
• Ensure confidentiality and data integrity at all times.

Mandatory Requirements

• High School Diploma or GED.
• Must work onsite in Edmonton.
• 2+ years of experience in:

• Call centre operations
• Research, analysis, and problem solving
• Using Microsoft Office Suite
• Using CXone
• Strong verbal and written communication skills.
• Excellent attention to detail and organizational abilities.

Nice to Have

• Post-secondary education in Office Administration or related discipline.

Skills Required