Job Overview:
Provide front-line customer service and problem resolution to employers, workers, the general public and WSIB staff by responding to enquiries relating to Experience Rating Programs; Rate Framework and Accident Cost. Review Activities via ACES Account & Claims Management in order to render decisions and process claim cost adjustments and cost reallocation.
What you’ll do:
- Review system generated reports, such as Industry Change, Firm Closure and Invalid Claims report, to identify and investigate discrepancies and correct accordingly.
- Assessing the nature of the inquiry and action accordingly or refer to appropriate area or Experience Rating Advisor
- Manage and respond to enquiries and requests from the general email box
- Respond to enquires relating to Accident Cost Statement; Experience Rating and Rate Framework statements; explaining data definitions and content on various reports issued by the Branch; and basic rate calculations RFM;
- Process claims cost adjustments to the correct employer’s firm record by:
- Review Experience Rating Worksheet or Claim Transfer Memo and triage complex adjustments to Experience Rating Advisor for review and retroactive adjustment if required.
- Reviewing requests for cost adjustments and verifying employer information by searching CIR/FRA and ACES to obtain the appropriate Firm/Rate (Class/NAICS) information
- Provide copies of information/reports to employers, representatives and internal clients in response to requests:
- Process simple MAP retroactive adjustments as required (residual retroactive adjustments only after 2020)
- Respond to inquiries via Phone Queue, in writing, or ACES and on-line referrals regarding Experience Rating programs; Rate Framework and Accident Cost, from employers, workers, the general public and WSIB staff
Participating in projects related to the activities of the section. - On a rotational basis manage the general email queue; ACES Queues and distribute work accordingly
- Review incoming activities from ACES Case Management, ACES Account Management Queue and ASD Admin Queue to determine claims history and transfer and reallocate claims as required
- Provide explanation letters to external clients regarding correction to WISR reports
- Verifying authorizations from employer representatives and lawyers;
- Generate reports and statements from on-line computer system (Octacom; eStatement; COGNOS; Compass) and email to external clients
- Respond and decide if action is required regarding incorrectly charged claim to appropriate firm and/or rate/CU (Class/NAICS),
- Assist customers with basic eServices support (example, accessing eStatement and eWISR on line).
- Provide Workplace Injury Summary Report replacement letters for newly registered firms
- Log and file documents into the Document Management System (TCM using ACES) and Mail Track system
- Perform other duties as assigned or required such as:
- Responding to and/or documenting issues, such as, late filing charges, benefits paid, incorrect charges due to incorrect firm/rate (NAICS/Class .; if necessary, refer in writing to the appropriate area to respond;
What you’ll have:
- Post secondary diploma up to three years.
- Total of two years experience. One year prior experience in basic accounting or revenue and customer service.
- One year experience on the job to reach full working level.