Recognized as a best-in-class learning organization, we promote professional development and are committed to providing our people with opportunities to lead, learn and grow, ensuring that we’re providing the best possible service to the people of Ontario. We offer a market-competitive total compensation plan and a robust wellness program that promotes a healthy lifestyle as well as work/life balance.
The work we do at the WSIB is meaningful and challenging, and it makes a difference to the people of Ontario. We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve.
Part-Time, Account Analyst, Employer Service Centre
Temporary, part-time, vacancies, up to twelve (12) months in duration:
The WSIB’s Employer Account Services Division is a key partner in the organization’s strategic transformation initiatives with a focus on providing exceptional customer service to WSIB’s large and small businesses. Servicing more than 240,000 customers across Ontario, the Centre provides a full range of account services (eg. Coverage, registration and classification) including the promotion and support of eServices to help our customers meet their legislative obligations easily and efficiently.
To help achieve our vision and mandate, we are looking for highly motivated, proactive, results oriented, and customer focused team players who have a keen interest and ability to provide responsive, accurate and timely customer service on account related enquiries and process account transactional activities received via multiple channels with the majority of transactions occurring over the phone, for all Schedule 1 employers.
KEY ACCOUNTABILITIES AND RESPONSIBILITIES
Working collaboratively with the Employer Service Centre team, your success will be measured by your ability to effectively:
- Effectively and efficiently manage and process employer account transactions in a timely manner, ensuring all WSIB systems and employer files are up-to-date within delegated authority and guidelines. This includes reviewing, analyzing and processing insurable earnings; identifying and adjusting employer accounts receivable (A/R); validating/processing employer registrations; following up on delinquent accounts to obtain unreported premiums and payments; communicating all decisions to appropriate parties verbally and/or in writing, explaining rationale for the decision relating to activities affecting employer accounts; advising appropriate internal parties of anomalies detected in an employer’s account or activities.
- Respond to employers’ specific and general enquiries on employer responsibilities and obligations under the WSIA, account balances, available account related eServices and related issues such as premiums, classification, non-compliance and other transactional activities; explain basic premium rate setting and WSIB incentive plans and refer enquires requiring more in-depth handling to appropriate internal WSIB parties.
- Inform and educate workplace parties of their rights and responsibilities under the WSIA and the consequences of non-compliance; advise workplace parties of changes or advancements such as eServices that may impact them.
- Provide level 1 eService support and assistance to employers such as Single Sign On and password resets.
- Process requests from Account Specialists and other internal business partners on employer account issues and respond to specific and general inquiries.
- Provide feedback from workplace parties to assist management in developing and implementing improvements to products and services.
- Perform other related duties as assigned or required.
PROFESSIONAL REQUIREMENTS AND QUALIFICATIONS
- Post-secondary diploma up to two years in a business administration, accounting or human relations program with accounting principles
- 2 years prior experience in customer service and/or accounting/finance
- Demonstrated strong interpersonal/active listening skills with the ability to understand and assess customer enquiries
- Ability to adapt in an environment undergoing change and transformation
- Strong analytical skills/information gathering skills
- Superior written and verbal communication skills and ability to communicate professionally and effectively both orally and in writing with internal and external clients at various levels in both group and one-on-one settings
- Computer literacy in Windows, MS Office and Outlook
- Knowledge of WSIB’s programs and services, Workplace Safety and Insurance Act (WSIA), Business Corporations Act, and the Freedom of Information and Protection of Privacy Act
- Previous contact centre experience is an asset
- The hours of operation are 7:30am to 5:15pm; however, you will be required to work only 20 variable hours/week.
- There are vacancies within our Hamilton, Toronto, London, and Sudbury offices.
As a precondition of employment, the Workplace Safety & Insurance Board will require a prospective candidate to undergo a criminal records name check prior to or at any time following hire.
To apply for this position, please email a resume and covering letter in a single MSWord or PDF document by August 29th, 2014. In the subject line please indicate: Part-Time, Account Analyst, Location preference.
We appreciate the interest of all candidates, but only those selected for an interview will be contacted. The Workplace Safety & Insurance Board is an equal opportunity employer.