Skills

Communication Problem Solving Product Knowledge Research Attention to detail Organizational Skills

Job Specifications

Role: Administrative Assistant (ONSITE in two locations)

Edmonton, is the Forestry building - 9920 108 St NW, Edmonton, AB T5K 2M4
Calgary, is the Kensington building – 1240 Kensington Rd NW, Calgary, AB T2N 3P7

! STRICTLY DO NOT APPLY IF YOU'RE NOT IN CANADA AND HAS NO WORK AUTHORIZATION !

! PLEASE READ BELOW ENTIRE MESSAGE !

(NOTE: We are considering Canadian Citizen and PR holders. For the candidate who are on Work Permits and awaiting PR invitation, we don’t provide T4 because this is contract job and the rate we provide is for incorporation. Hence, PR points are not applied, for example: if you’re applying PR under CEC class.)

Client: Government of Alberta

Incorporation Rate: $40 CAD/hr (Canada or Provincial incorporation is a MUST)

Respond by: 12 - Dec - 2025

Contract period: 01/05/2026 to 03/31/2026 with additional 12 months of extension.

Anticipated Interviews dates

• Interviews are estimated to start Dec 19th. This is an estimate only.

Scoring Methodology:

Financial/Pricing: 10%

Resource Qualifications: 40%

Interview Process: 50%

SUBMISSION MUST INCLUDE:

• RESUME

• ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED.

• EACH JOB/PROJECT MUST CONTAIN THE TERM OF THE JOB/PROJECT IN THE FORMAT MMM/YYYY to MMM/YYYY.

• THREE REFERENCES, FOR WHOM SIMILAR WORK HAS BEEN PERFORMED, MUST BE PROVIDED. THE MOST RECENT REFERENCE SHOULD BE LISTED FIRST. REFERENCE CHECKS MAY OR MAY NOT BE COMPLETED TO ASSIST WITH SCORING THE PROPOSED RESOURCE.

MUST HAVE WORK EXERIENCE: SKILL MATRIX

Must Have Education

High School Diploma/GED.

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

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

5+ years of Experience using Microsoft Office Suite tools.

5+ years of Experience with using CXone

5+ years of 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.

5+ years of Excellent verbal and written communication skills and ability to interact and collaborate professionally with a diverse group.

5+ years of 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

Job 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