Job Description

Job Summary:

As the first point of contact for our stakeholders, you'll provide clear, courteous assistance on claims and coverage. Your ability to navigate policy nuances and resolve inquiries with ease helps injured workers and employers move forward with confidence!

Job Duties:

Act as the primary point of contact for claims-related inquiries from workers, employers, healthcare providers, and other stakeholders.



Gather, assess, and input claims information, ensuring workers compensation coverage is verified.



Create new claim files, enter data, and request additional reports as needed.



Accept no time loss claims within defined parameters and forward complex claims for further review.



Explain policies and procedures to claimants and stakeholders, ensuring a clear understanding of claim entitlements.



Approve medical expenses within specified guidelines and authority levels.



Identify workers in crisis and refer them to appropriate resources within WCB.



Manage claim-related inquiries and direct unresolved concerns to appropriate team members.



Ensure all communications and actions taken are documented accurately within claim files.

Qualifications:

Education - Completion of a two (2) year diploma in a related discipline (e.g., Business Administration).



Experience - Minimum two years of experience interpreting and applying processes and procedures to resolve customer inquiries.



Typing Speed - Minimum 35 words per minute with an error rate of less than 5%.



Customer Service - Strong ability to provide high-quality service, including handling difficult situations with tact and diplomacy.



Problem-Solving - Ability to gather and assess information, analyze claims, and apply procedures to resolve inquiries efficiently.



Communication Skills - Strong verbal and written communication skills to interact effectively with various stakeholders.



Technical Proficiency - Proficiency in Windows-based software (Word, Excel, Outlook).


Experience using call center technology is an asset but not required.



Attention to Detail - Ability to work accurately and efficiently in a fast-paced environment.



De-escalation & Active Listening - Knowledge of advanced customer service techniques would be an asset.



Bilingualism (English & French) is an asset

Competencies:

Essential:

Client Service Orientation

Interpersonal Communication

Analysis/Problem Assessment

Written Communication



Very Important:

Judgment/Problem Solving

Quality Orientation/Attention to Detail



Important:

Teamwork

Additional Information:

This position's work from home suitability is rated as Low



Developmental opportunities for those who do not meet the qualifications or are unsuccessful in the interview process may be available.



Please note that this position will begin on September 2, 2025 with a 9 week training class. Hours of work during the training period are 8:30 a.m.-4:30 p.m. Participation in Compressed Work Week, Additional Day Off (ADO), or a Flexible Work Hours schedule will be suspended during a training class and no extended vacation time will be permitted. Following the training period, regular scheduled hours of work are Monday to Friday, 10:25 a.m.to 7:00 p.m. In exchange for the additional 35 minutes per day of work, you will receive an additional day off (ADO) in each bi-weekly pay period which does not include a statutory holiday.



You may be asked to demonstrate your ability through competency based interviewing and/or testing.




Screening decisions are based on information outlined in your resume and cover letter. Your work performance must be satisfactory for your application to be considered. If applying for or out of a term position, please note that article 10.09d of the Collective Agreement may apply.



The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Additional Information:

The Workers Compensation Board of Manitoba (WCB) serves workers and employers through a no-fault insurance system integral to the Manitoba economy. With approximately 600 employees, the WCB is dedicated to ensuring and supporting safe and healthy workplaces.




We put workers and employers at the centre of everything we do, providing services for injury prevention, compensation and facilitating return to health and work. Through SAFE Work Manitoba, a division of the WCB, we collaborate with our partners to build a strong culture of workplace safety and health by preventing injuries and illnesses before they occur.




If you're passionate about making a meaningful difference in people's lives, we invite you to join our dedicated team and contribute to a safer Manitoba.

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Why work for us?

If you're looking to make a real difference in your community, grow your career and work in a supportive, inclusive environment, the WCB is the place for you. We offer:



competitive wages compressed work week and flexible start times defined benefit pension plan 100% employer-paid benefits work from home program paid professional development health and wellness spending accounts paid mental health and wellness days staff appreciation and recognition events respectful, diverse and inclusive workplace culture


Apply today and see why we're one of Manitoba's Top Employers.



The Claims Service Representative (CSR) is an introductory position that provides the knowledge and experience necessary to move into a variety of different roles within the WCB. The WCB believes strongly in career development and promoting from within, and a significant number of CSRs begin their WCB career in this role.




The WCB has multiple CSR positions available across two shift schedules. Please indicate in your cover letter your shift preference. In addition, The WCB is seeking a Bilingual (French & English) candidate. The ability to communicate proficiently in both official languages (English & French) is an asset. For the successful bilingual candidate, there is a language proficiency evaluation (oral/reading/comprehension/writing) required. The purpose of a language proficiency evaluation is to determine an individuals French language abilities.



Annual Salary Range: $58,786 - $75,684



Tentative Start Date: September 2, 2025

Training Period: 9 weeks (Monday - Friday, 8:30 a.m. - 4:30 p.m.).

Early Shift Hours: Monday - Friday, 7:55 a.m. - 4:30 p.m.


Late Shift Hours: Monday- Friday 10:25 a.m. - 7:00 p. m.




Employees receive an Additional Day Off (ADO) each bi-weekly pay period in exchange for 35 extra work minutes per day, after the training period.




This position is not eligible for work from home.




A criminal record check and education verification will be required for the successful candidate.



The WCB is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, 2SLGBTQ+ persons and members of other equity-seeking groups. Applicants are encouraged to indicate in their covering letter or resume if they are a member of these groups.



The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.