Client Services Representative

**Do you take pride in helping others and providing excellent client service?**Keep reading to find out how this role may be a great fit for you

The BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians, offering supports that strengthen families, so that they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.

BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the _Declaration on the Rights of Indigenous Peoples Act_, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on government’s priorities.

We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). We are passionate about what we do and the clients we serve and we are proud of delivering exceptional service in a client-focused way.

The Client Services Representative (CSR) is the first point of contact between the BCFMA program staff, recipients, payors and other community participants. The CSR role is responsible for maintaining and promoting effective communication with a client-centric focus. The CSR actively responds to clients’ enquiries, resolves conflicts and issues, updates the database, and performs administrative tasks as assigned. The CSR role requires knowledge of BCFMA program operations and the ability to respond to questions in accordance with policies, procedures, and legislation. The CSR is an essential member of the client and case management team in the operations department.

**ACCOUNTABILITIES**
- Advocates and applies the Agency’s client-centric approach towards service excellence across multiple channels.
- Navigates client interactions while remaining calm and compassionate with the ability to use techniques such as active listening and paraphrasing.
- Responds accurately to a wide range of incoming enquiries about the BCFMA Program, maintenance processes and reciprocal recovery actions and provides appropriate community resources.
- Inputs accurate, detailed, running record entries and updates the database with each enquiry and responds to requests for information.
- Prepares accurate, concise and timely correspondence necessary to keep clients informed.
- Understands and interprets current policies, procedural information and legislation to clients.
- Advises and supports clients with navigating various digital tools to ensure accuracy with account updates and responses.
- Provides operational insights to colleagues by answering questions, resolving problems and creating positive, respectful working relationships.
- Participates and contributes to team meetings, committees, or project teams in support of the Agency’s mandate and service plan.
- Other duties as assigned.

**JOB REQUIREMENTS**

**_ Education_**
- High School Diploma.

**_ Experience_**
- Minimum three years’ experience working with people in a fast-paced, complex, high-volume, client-oriented environment.
- Outstanding telephone skills, uses appropriate etiquette over the phone; can manage contentious situations with ease and remains calm.

**_ Knowledge, Skills and Abilities_**
- Ability to promote a positive culture and build strong relationships.
- Communicates respectfully with compassion, tact and diplomacy.
- Demonstrated ability to use judgment and discretion.
- Demonstrated ability to use Microsoft 365 (Teams, Outlook, Word, Excel).

**_Security Screening_**
- A Criminal Record Check is required.

**Why work at BCFMA**
- An opportunity to be part of an inclusive and diverse culture where you can make a difference and team members are appreciated and valued.
- Work-life balance with a Monday to Friday work week.
- Participation in a Defined Benefit Public Service Pension Plan.
- Competitive benefits package including extended health, dental, above standard vacation entitlement, company paid sick time and flex days.
- On-the-job training with opportunities for ongoing learning and development.