Client Services Assistant

The Client Services Assistant (CSA) is responsible for calculating benefit entitlement while providing support to Case Managers, Intake Adjudicators and Extended Services Adjudicators to ensure the effective management of claims in the Claims Services Department.

Role Responsibilities

• Plays an integral role in the delivery of quality client service in the Claims Services Department and has a direct impact on WorkplaceNL's ability to provide quality client service.
• Gathers information related to the St. Lawrence Miners' Special Fund and maintaining a monthly spreadsheet of the special fund. This fund was set up by government to pay miners (or dependants) a monthly benefit. The miners had to work underground and were diagnosed with occupational chest disease.
• Calculates dependency benefits using the applicable legislation. This process involves the gathering of the relevant information from the employer, Canada Pension Plan (CPP), widow/widower and others as required.
• Prioritizes the many and varied functions of the position is important in performing the work. The effective communication of information to clients (injured workers, employers, health care professionals, vendors) in a clear and concise manner by written or oral communication is critical and requires a broad depth of understanding of WorkplaceNL's policies, procedures and practices relative to compensation issues.
• Rate Adjustments – Calculates rate adjustments where new earnings information is provided (i.e. provisional rate) or additional information is submitted on initial payments and communicates the decision to injured worker/employer in writing.
• Permanent Partial Disability Payments – The CSA is responsible for converting the Permanent Functional Impairment (PFI) ratings to Permanent Partial Disability (PPD) ratings and applying any PPD increases. The calculation of the PPD involves determining the gross weekly wage and the actuarial reserves using tables provided by WorkplaceNL's actuary.
• Occupational Disease Claims – The CSA is responsible for confirming work histories and gathering all medical reports related to the disease and, if the claim is accepted, the CSA is responsible for calculating any additional payments (such as dependency benefits and PFI's).
• Pension Replacement Benefits (PRB) – The CSA is responsible for determining entitlement to the PRB and processing payment to claimants. This process involves the review of the extended earnings loss claims currently in case management.
• 13 Week Rate Reviews – The CSA determines and establishes the long-term earnings base rate which will be used to determine a workers' entitlement to rehabilitation services and extended earnings loss benefits by reviewing credible evidence demonstrating the worker's earnings in conjunction with applicable legislation, policies and procedures to ensure injured workers are paid an equitable earnings loss benefit rate which is fair and reasonable considering all the circumstances of a particular case.

Essential Skills and Qualifications

• Minimum of a two-year Business Administration/Management diploma from a recognized post-secondary institution.
• Minimum of one-year experience related to accounting functions in a financial or insurance environment.
• Knowledge of Microsoft Word and Excel.
• Demonstrated ability to show initiative, independent judgment, well-developed interpersonal, written communication and organizational skills.
• The candidate should also have a good knowledge of WorkplaceNL policies, procedures and legislation as they relate to this position.

What success looks like in this role

• Values excellence in client service and provides empathetic, respectful and timely service
• Exhibits strong interpersonal skills, and displays professionalism in your everyday work
• Can manage time effectively and prioritizes your workload
• Is adaptable to change and is willing to develop and learn new skills

Experience and an educational equivalency will be considered.

An eligibility list may be established from this competition to fill future vacancies within a period of six months from the date of this posting.

We thank all candidates for their interest; however, only those selected for further consideration will be contacted. 

For more information, please visit