Inquiry Line Operator - Saskatoon
1 day ago
Job description
Inquiry Line Operator
Permanent Appointment
Saskatoon Office
Job Summary:
Assists stakeholders with a variety of inquiries (in person, by telephone or email). Provides basic information in response to general inquiries or routes more difficult inquiries to the correct department or individual. Provides appropriate task to file so an update can be made to claim information or employer information. Provides memo to file outlining discussion when appropriate. Provides receptionist services for Workers' Compensation Board Office.
Duties & Responsibilities:
Responds to inquiries from customers and the general public (either in person, by telephone or email). Screens telephone calls coming into Claims Entitlement and Case Management.
Responds to (where appropriate), and forwards along a variety of inquires coming for any number of stakeholders.
Accesses claims and reviews image folder documentation to respond to general claim inquiries.
Assists customers in filling out WCB forms; ensures forms are complete.
Composes clear and concise memoranda to record information obtained or summarize information provided by customers.
Receives people arriving at the Board office, announces their arrival by contacting the appropriate person. May diffuse difficult situations on an occasional basis.
Completes cheque receipts; issues receipts for cash received on overpayments and Employer Service payments. Completes payments using INTERAC for debit payments. Sends Daily Remittance Slip and payments to Employer Services.
Receives and sorts incoming mail from couriers and/or Canada Post.
Acts as switchboard operator when/where required. Includes accessing computer system to obtain information to answer general inquiries.
Provides basic information to callers in answer to general inquiries, for example, how to initiate a claim, whether payment has been issued.
Keeps informed in terms of current and accurate record of personnel assignments and telephone numbers through contacting departments and reviewing bulletins. (Daily phone lists are provided electronically for each of the operations teams.)
Assists in supporting new employees in department processes and procedures.
Qualifications:
Successfully completed Grade 12 or equivalent.
A minimum of 1-year successful experience demonstrating the following:
Strong customer services skills
Dealing with the public courteously and efficiently in a business environment.
Apply knowledge of policies/procedures in decision-making
Application Deadline: February 27, 2026
Applications:
It is the responsibility of the applicant to ensure that the application is received through the online application system prior to close. Each application must include a cover letter explaining how each qualification is met and an updated resume.
The Saskatchewan Workers' Compensation Board is committed to achieving a representative workforce. Members of designated groups (women, aboriginal people, people with disabilities and visible minorities) are encouraged to apply.
Workers' compensation insurance is a provincial responsibility. Each Canadian province and territory has its own workers' compensation legislation.
The Saskatchewan Workers' Compensation Board (WCB) operates like an insurance company. We provide guaranteed benefits and programs to injured workers in industries covered by The Workers' Compensation Act, 2013 and we protect registered employers from lawsuits when a workplace injury happens.
The Saskatchewan WCB was established in 1911 because of a historic compromise between Saskatchewan workers and employers. Under that compromise, workers injured on the job in covered industries do not have to pay for the benefits they receive or sue their employers to get them. Costs are paid entirely by Saskatchewan employers in covered industries. This is referred to as a no-fault insurance system, also referred to as the compensation system.
The WCB's vision is to eliminate injuries and restore abilities. This is the fundamental driver of all that we do on behalf of our customers – the workers and employers of the province. The WCB is governed by The Workers' Compensation Act, 2013.
The claims inquiry line operators assist customers by providing straightforward information in response to general claim inquiries and documenting the conversations in the claim file. This team also routes non-claims related or more complex inquiries to the correct department or individual.
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