Skills

Communication Problem Solving Monitoring Product Knowledge Research Attention to detail Organizational Skills

Job Specifications

Senior Administrative Assistant - (GOAPRDJP00000759)

Client: Government of Alberta

Work Status: On-Site

Contract Duration: 3 months

Location: 9920 - 108 ST, Edmonton, Alberta, T5K 2M4

Must Have: Education

· High School Diploma/GED.

Must Have: Other

· Proposed resource must work from within Edmonton or Calgary, due to datacenter proximity.

Must Have: Soft Skills

· 2 years excellent verbal and written communication skills and ability to interact and collaborate professionally with a diverse group.

· 2 years experience with research, analysis and problem solving.

· Clear verbal and written communication skills and the ability to interact professionally with a diverse group.

· Exceptional organizational skills and ability to prioritize multiple responsibilities. The ability to work on multiple projects at one time and to prioritize tasks.

· The ability to pay attention to detail

Must Have: Work Experience

· 2 years experience using Microsoft Office Suite tools.

· 2 years experience with using CXone

· 2 years experience working in a call center environment responding to inquires over the phone or by email and tracking detailed notes on the request in a call tracking system.

Nice to have: Education

· Relevant post-secondary education in the area of office administration. Acceptable education includes degrees, diplomas and certificates (in years)

Description

The Family Portal Representative role involves assisting parents, guardians and child care providers with their on-line account, validating and assessing the information they provide, and handling incoming phone calls in a fast-paced call centre environment. The position will need to interpret policy and procedures to determine eligibility for child care providers and families who meet the program criteria.

· Answering Incoming Calls

· Respond to child care provider, parents and guardians' inquiries in a professional and timely manner, addressing their concerns or issues effectively.

· Offer clear and accurate information about policies and procedures to child care providers, parents and guardians.

· Assist callers in identifying and resolving technical or service-related issues, providing step-by-step guidance when necessary.

· Address caller complaints with empathy and professionalism, working to resolve issues or escalate to a supervisor when appropriate.

· Effectively manage high call volumes, ensuring each caller is served efficiently and with attention to their needs.

· Review and process requests.

· Supporting the implementation and ongoing obligations of the Child Care Accountability Program enabled through a Ministerial Order.

· Validate and assess client information accurately and efficiently to determine eligibility as per the policy and procedures linked with the Affordability and Child Care Subsidy Grants and stipulated in the Canada-Alberta Canada-wide Early Learning and Child Care Agreement.

· Verify information through cross match systems or manually with other departments.

· Clearly convey verbally and/or in writing the documentation required to validate their account.

· Monitor and follow-up on changing client circumstances.

· Initiate and maintain information in the Family Portal to generate payments connected with the Affordability and Child Care Subsidy Grants.

· Stay updated on product knowledge, policies, and procedures to provide accurate information to clients.

· Analyze cases of suspected fraud.

· Analyze information, documentation and case histories to determine over payments and/or referral to Debt Collections or Fraud Department.

· Cohesive compilation of supporting data for action.

· Testify in court if required.

· Monitor the payment of monies.

· Review reports monitoring items such as children turning 19 months and children starting full-time kindergarten and grade one.

· Conduct adjustments to increase or decrease the funds paid.

· Communications

· Guide child care providers, parents and guardians through online processes and troubleshoot any issues they may encounter.

· Document interactions and maintain accurate records of client communications.

· Ensuring confidential child care provider, parent and child data is handled securely and in compliance with the FOIP Act.

· Answer incoming phone calls promptly, addressing client inquiries and concerns with professionalism.

· Provide exceptional support to child care providers, parents and guardians regarding their online account, ensuring a positive experience.

· Collaborate with team members to improve service quality and efficiency.

About the Company

Amyantek is a Premier IT recruiting company with a focus on the Canadian Market. Our goal is to provide the highest quality of service to both our clients and our professional candidates No matter what the requirement, Amyantek is committed to exceeding our clients needs with the best quality of candidates who are pre- qualified with integrity and honesty at a cost effective solution. We are continuously looking for new ways to provide candidates who fit the complete requirements requested by our clients. Our services w... Know more