Job Detail

WSIB

Full-Time

Permanent

Our priority is the health and wellness of employees and the people of Ontario. As such,
this position may involve working from home for part of the duration of this position. The
WSIB model mixes working from home, office and field.

About the Workplace Safety and Insurance Board (WSIB)

We're here to help. When an injury or illness happens on the job, we move quickly to provide
wage-loss benefits, medical coverage and support to help people get back to work. Funded by
businesses, we also provide no-fault collective liability insurance and access to industry-specific
health and safety information. We are one of the largest insurance organizations in North
America covering over five million people in more than 300,000 workplaces across Ontario. For
more information, visit wsib.ca.

At the WSIB, you'll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing
• receive a competitive salary and may be eligible to participate in our health and dental

plan
- Bilingual designated roles- You may be eligible to receive a language bonus payment

Permanent Full time opportunity
Permanent Part time opportunity
Temporary Full time opportunity up to 12 months in duration
Temporary Part time opportunity up to 12 months in duration

Starting Salary $58,772.94

About The Role

The Customer Service Representative is responsible for receiving and responding to inquires
related to the claims, health care benefits, and other services offered by WSIB. These inquiries
may come from both internal and external stakeholders via various telephone and online
channels. The Customer Service Representative strives to provide our stakeholders with the
best customer experience while supporting the values and principles of the WSIB.
As a Customer Service Representative, you will provide assistance and accurate information to
the party making the inquiry. For situations where you are unable to provide first-contact
resolution, you will direct the inquiry to the appropriate internal business partner. Inquiries to be
addressed may include incident reporting, claim status, loss of earning benefits, health care
benefits, return to work and recovery services, access and appeals, user support services,
compliance, prevention and WSIB policies.

On a Practical Level, You Would

• Answer and direct queue driven inquiries from workplace parties, internal business

partners or others. Analyze the needs of the caller, taking appropriate action to resolve
the inquiry and produce first-contact resolution or collaborating with the caller to provide
further solutions.

• Identifying and taking immediate/appropriate action in accordance to internal resources

when dealing with callers in crisis. escalations, media calls, security files, privacy
breaches and changes in government legislation that require special call handling;

• Provide written responses to inquiries received via online services and provide user

support to our stakeholders using these online services.

• Proactively collect information from workplace parties regarding their claim to assist our

internal business partners for decision-making purposes. Information gathering may
involve outbound phone calls.

• Accessing various WSIB computer systems and resources to provide specific

information on a claim, to notate actions taken during a call, to complete and generate
various letters and WSIB forms, and to update profile information as required.

• Performing a range of clerical duties including but not limited to, reception and mailroom

coverage.

• Performing other duties as assigned or required.
• Perform all duties while providing an empathetic and accurate customer experience

Your Qualifications

Education:

• High school completion plus additional specialized courses or certificate program of up

to one year or equivalent skills level.

Experience:

• One year and five months prior experience in customer service.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where
employees can be themselves and where our differences are celebrated.
The WSIB is committed to being accessible and inclusive, and following barrier-free and
accessible employment practices in compliance with the Accessibility for Ontarians with
Disabilities Act (AODA). Should you require accommodation through any stage of the
recruitment process, please let us know when we contact you and we will work with you to meet
your needs.

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all
times to create a respectful workplace and maintain public trust. Job applicants are required to
disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to
impair the decisions you make in your official capacity. This may include: political activity,
directorship, other outside employment and certain personal relationships (e.g. with current
WSIB employees, customers and/or stakeholders). If you have any questions about conflict of
interest obligations and/or how to make a disclosure, please contact the Talent Acquisition
Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references
under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition
Centre and WSIB hiring parties will used this information to assess/validate your qualifications,
determine if you meet the requirements of vacant positions and/or gather information relevant
for recruitment purposes. If you have questions or concerns regarding the collection and use of
your personal information, please contact the WSIB's Privacy Office
at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of
your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a
criminal records name check any time before or after they are hired.

Wed, Jul 13 2022

Kitchener, Toronto, Hamilton, London, Ottawa, Sudbury, Thunder Bay, Windsor, Kingston, Guelph

$58,772.94

To apply for this position, please submit your application by August 11, 2022 at 11:59PM
on https://www.wsib.ca/en/careers

Thu, Aug 11 2022