Summer Student Program - Customer Service Representative

EMPLOYER: Workplace Safety and Insurance Board

JOB DESCRIPTION:

Where potential meets purpose

The Workplace Safety and Insurance Board (WSIB) is here to help. It’s a place where you can apply your potential to fulfill our purpose of helping people who are injured or made ill because of their work, and help businesses make their workplaces safe and healthy. Our people are at the heart of what we do. Bring your enthusiasm and expertise to the WSIB, and we’ll help you achieve your personal and professional goals through meaningful work, development opportunities and a culture of compassion, integrity and teamwork.

Summer student recruitment

The WSIB is committed to providing opportunities for students to gain meaningful hands-on work experience and to offer insight into future employment opportunities and career options within the WSIB. When you join the WSIB, you start to put your academic experience into practice as you work on challenging assignments and take ownership of projects. We also offer training programs for each stage of career advancement.

Our learning and development programs are focused on developing the core competencies that reflect our organizational values and define the skills, knowledge and behaviours we believe are critical to achieving personal and professional success.

One of our greatest strengths is our people, and our collective desire to make Ontario a safer, healthier and more equitable place to live and work.

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.

We invite all interested individuals to apply and encourage applications from racialized and Indigenous persons, persons with disabilities, and persons of any sexual orientation, gender identity and gender expression.

We are committed to making our recruitment process equitable and accessible. Should you require accommodation at any stage of our recruitment process, please let us know and we will work with you to meet your needs.

The Customer Service Representative is responsible for receiving and responding to inquiries 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, online user support services, compliance, prevention and WSIB policies.

• Answer and direct 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 with 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.
• 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 other duties as assigned or…