Client Services Representative
4 weeks ago
The Government of Northwest Territories is seeking a highly skilled and experienced Programs Administrator to join our team. As a Programs Administrator, you will be responsible for providing exceptional customer service to clients, conducting need assessments, and providing general information and assistance to clients.
Key Responsibilities- Provide first-level support to clients, including answering inquiries and resolving issues in a timely and professional manner.
- Conduct need assessments to determine client eligibility for programs and services.
- Screen program applications and provide general information and assistance to clients.
- Provide direct support to program areas as required and assist with administrative and finance functions in the region.
- Develop and maintain knowledge of Income Security Programs, including those administered by the Government of Northwest Territories, other GNWT Departments, other Governments, and agencies.
- Develop and maintain knowledge of Departmental programs and services, as well as other funding sources such as Employment Insurance (EI), various Pension Plans, Income Tax, and the Canada Child Benefit.
- Develop and maintain knowledge of community-based agencies and resources available to refer clients.
- Develop and maintain knowledge of financial systems and accounting practices, and file management systems.
- Develop and maintain strong communication skills, including writing, empathetic listening, conflict resolution, providing feedback, questioning, paraphrasing, and interpreting verbal and non-verbal information.
- Develop and maintain strong computer skills, including familiarity with Windows-based programs, word processing, spreadsheets, communications software, and basic trouble-shooting.
- Develop and maintain strong decision-making, problem-solving, planning, time management, calculating, record-keeping, and report-writing skills.
- Develop and maintain the ability to exercise self-control in challenging situations.
- Develop and maintain strong information-seeking, teamwork, and cooperation skills, as well as relationship-building and adaptability skills.
- Develop and maintain strong client service skills, including valuing diversity, treating all clients fairly and equally, being flexible, and maintaining confidentiality.
- Develop and maintain the ability to navigate potentially confrontational and sensitive situations both in person or over the telephone using tact, diplomacy, and interpersonal skills.
- Develop and maintain the ability to interact effectively and positively with the public in determining their needs and directing them to appropriate people resources.
- Develop and maintain the ability to learn and effectively use various administrative and financial systems, including the GNWT Financial Administration Manual (FAM), and the System for Accountability and Management (SAM).
- Develop and maintain the ability to commit to actively upholding and consistently practicing personal diversity, inclusion, and cultural awareness, as well as safety and sensitivity approaches in the workplace.
- A Certificate in Social Sciences or Business Administration, or equivalent combination of education and experience.
- One (1) year of experience in a customer service or administrative environment.
The Government of Northwest Territories offers a competitive salary range of $38.05 per hour to $45.44 per hour (approximately $74,198 - $88,608) plus an annual Northern Allowance of $12,839.
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