Job Description

Do you take pride in helping others and providing excellent client service?

Keep reading to find out how this role may be a great fit for you!



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 government's priorities.



We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). 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

Victoria

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 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

ACCOUNTABILITIES

Conducts client case management reviews to determine the appropriate action for well-informed decisions. Assesses various client circumstances by analyzing multiple factors to resolve appropriate client case management decisions. Proactively monitors cases to ensure service standards are maintained and takes appropriate action to mitigate problems throughout the life cycle of the file. Demonstrates a high level of professionalism, exercises discretion and negotiates with clients. Ability to communicate effectively and consistently verbally and in writing, with tact, diplomacy, and confidentiality to keep clients informed about their file. Advocates and applies the Agency's client-centric approach towards service excellence. Communicates effectively with internal and external parties in the management of cases. Manages payments efficiently and within the timeframes of the BCFMA's policy. Documents and maintains accurate information in the BCFMA database. Ensures compliance with all privacy and security policies. Participates and contributes to team meetings, committees, or project teams in support of the Agency's mandate and service plan. Provides operational insights to colleagues by answering questions, resolving problems and creating positive, respectful working relationships. Other duties as assigned.

JOB REQUIREMENTS

Education


Two-year college diploma or equivalent post-secondary education credits. An equivalent combination of education and experience, in lieu of formal educational credentials, will be considered.

Experience


Minimum three years' experience delivering a high standard of client service in a high volume, fast-paced, rapidly changing environment. Three years or more of experience working with various computer applications, including MS Word, Excel and Outlook. Preferred social services and/or justice sector experience.

KNOWLEDGE, SKILLS AND ABILITIES

Ability to provide services to clients from diverse backgrounds, including but not limited to, clients from various cultural backgrounds, clients with mental health issues and/or physical disabilities or other challenges, clients with substance use issues and individuals who may be in crisis, displaying frustration, anger or acting out in an abusive manner. Ability to identify and assess changes or events in client life circumstances, and to reference, interpret, and apply a variety of policies, regulations, guidelines, and community resources to determine an appropriate course of action. Willingness and ability to display resilience in the face of adversity and demonstrate empathy when interacting with citizens. Willingness and ability to use de-escalation techniques to manage some situations. Ability to promote a positive culture and build strong relationships. Communicates respectfully with compassion, tact and diplomacy. Research and enquiry skills, including the ability to identify and analyze ramifications of options and responses. Outstanding customer service and telephone skills. Uses appropriate etiquette over the phone and can easily manage contentious situations while remaining calm. High customer service acumen. Intermediate/Moderate level of computer skills, including keyboarding skills, accessing databases, conducting internet research, and using MS Office software (Outlook, Word, Excel, MS Teams).

ADDITIONAL INFORMATION

A Criminal Record Check is required.

LOCATION

This position is based in a BCFMA office in Burnaby, Kamloops or Victoria.

You must be a Canadian citizen or permanent resident to apply for this full-time opportunity.

Why work at BCFMA

An opportunity to be part of 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.

You say you want a career where you can make a difference - don't delay and apply today!

The starting salary for this position is $58,337 per year. This is a unionized position and is covered by the BCGEU/BCFMA collective agreement.

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Experience

Required3 year(s): Minimum three years' experience delivering a high standard of client service in a high volume, fast-paced, rapidly changing environment.
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Education

RequiredSome college or better
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Skills

RequiredOrganizational Skills Diversity Equity Inclusion Empathy Conflict Management Business Writing Active Listening Attention to Detail Customer Service Problem Solving Microsoft Office Communication Skills

Preferred* Analytical/Critical Thinking