Employer Account Services Representative II

As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB at Careers - WCB Alberta

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Employer Account Services Representative II

Calgary/Edmonton, AB

Temporary Full Time Positions - One Year (possibility of extension or permanency)

People are at the heart of everything we do. 

If you value service, care, excellence, trust and fairness, you’ll fit right in. You'll play an important role in making a difference that creates a safer, healthier and stronger Alberta by putting people first. We work together every day to help minimize the impact of workplace injuries and illnesses on Alberta workers and employers.

As the independent operator and administrator of the province’s Workers’ Compensation Act, WCB-Alberta provides protection for over two million workers and over 170,000 Alberta employers. Our employees are inspired to make a positive impact on the lives of injured workers and businesses throughout the province.

The Employer Account Services Representative II is dedicated to offering quality service to our customers by understanding their needs and resolving their issues in a timely manner. The Employer Account Services Representative II must also educate stakeholders on Workers' Compensation matters and promote the benefits of WCB products and services while protecting their rights under the WCB Act.

Your Employer Account Services Representative II responsibilities:

• Address all general employer account inquiries, identify issues and problem solve any account discrepancies, with an emphasis on first call resolution and including in-person service to employers and injured workers at the front counter
• Identify the underlying employer needs/inquiries and present options for solution
• Communicate the resolution to the employer and explain any changes that may have effect on their account
• Reopen accounts involving review of operations, review for existing accounts and collect any past due balances within authority level
• Collect information to close accounts within authority level, review for collection of final balance owing or refund of any credit amounts
• Process, revise and explain Employer Annual Return Reporting. Identify the need for further information and request information by phone or email
• Contact stakeholders (employer, claimant and third parties) to clarify information and collect premiums if necessary
• Explain, educate and train employer on services, programs and online applications

Your experience and skills:

• Post-secondary education in Business or Finance is preferred
• Minimum of two years’ experience in an office environment or combination of related experience and education
• Previous experience in an inbound/outbound call center environment
• Experience working in an insurance industry is an asset
• Aptitude to quickly learn new processes and technology on a regular basis
• Superior verbal and written communication skills
• Exceptional Customer Service skills
• Ability to multitask and work in a fast paced and highly technical environment
• Must be flexible within a team environment and high work volume
• Keyboarding and computer literacy experience is essential. Experience with IVR and Microsoft Office is required
• Reliability is critical and you must be able to work between the hours of 8:00 am to 4:45 p.m., Monday to Friday with occasional shift changes

We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from home and physical office) that foster a healthy work-life balance. You’ll work with supportive leaders and skilled professionals in a caring and collaborative work environment. For more information, please see our Employee Handbook, available on our website.

Salary:               $58,249 to $64,687 per annum (Pay Grade 7)

This position is temporary for a period of up to one year with the possibility of extension or permanency. Final candidates for this position are required to undergo a security clearance as a condition of employment. This position requires you to work in-person in our Calgary/Edmonton office.

We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability.  Equal opportunity is provided in employment, promotions and wages.

Please apply online by submitting a cover letter and resume to www.wcb.ab.ca/careers. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

Closing Date:  September 15, 2025