The Client is seeking Processing Center Advisors to support families, childcare providers, and stakeholders. The successful candidate will review applications, determine eligibility, provide customer support, resolve client inquiries, and ensure compliance with government policies while delivering exceptional client service.

Key Responsibilities

Review, assess, and process child care subsidy applications, renewals, and amendments. Determine client eligibility by reviewing financial and supporting documentation. Respond to inquiries via phone, email, and online channels. Provide guidance on program requirements and assist clients with online services. Investigate and resolve application, payment, eligibility, and system-related issues. Maintain accurate client records while ensuring compliance with privacy and information management requirements. Collaborate with internal teams and external stakeholders to support program delivery. Participate in operational improvement initiatives, testing, training, and special projects.

Required Qualifications

Customer Service & Administration

Minimum 3 years of customer service and/or retail sales experience. Experience in program administration, benefits administration, case management, or a related field. Experience researching documentation to determine appropriate resolutions. Experience working in high-volume, fast-paced environments. Experience prioritizing multiple competing tasks effectively.

Analytical & Decision-Making

Strong analytical and problem-solving skills. Ability to interpret legislation, policies, procedures, and program guidelines. Experience assessing information and making accurate eligibility decisions. Strong organizational and time management skills. High attention to detail and accuracy.

Communication

Excellent verbal and written communication skills. Ability to explain complex information clearly and professionally. Strong customer service and relationship-building skills. Experience handling confidential and sensitive information with discretion.

Technical Skills

Experience using multiple systems and databases simultaneously. Ability to navigate online government systems efficiently. Strong computer literacy. Experience maintaining electronic records and documentation.

Preferred Qualifications

Post-secondary education in Office Administration or a related discipline. Experience with government programs or social benefits administration. Experience conducting eligibility assessments. Experience supporting clients through complex or sensitive situations. Call centre/customer contact centre experience. Experience in roles requiring strong analytical and decision-making skills. Minimum 4 years of experience in a similar role.

Nice to Have

Relevant post-secondary education in Office Administration or a related field. Minimum 3 years of experience working with multiple systems simultaneously. Minimum 2 years of call centre/customer support experience. Minimum 3 years of experience in analytical or decision-making roles. Minimum 4 years of directly related experience in a similar position.

Work Environment

Hybrid work arrangement. Candidates must reside within one hour of Edmonton or Calgary. In-office attendance may be required up to five days per week based on operational needs.

Resume Submission Requirements

Clearly demonstrate all required experience within each position held. Include employment dates in MMM/YYYY MMM/YYYY format. Provide three professional references, with the most recent listed first. Generic copies of qualification requirements without project-specific examples will not be considered.