Enrolment Services Advisor

Do you take pride in helping others and providing excellent client service?

The BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians, offering supports that strengthen families, so that they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, anti-racism and multi-culturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer. We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship building efforts.

BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on government’s priorities.

We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). The BCFMA is responsible for supporting BC families by providing a free service to track and collect child and spousal support. We are passionate about what we do and the clients we serve and are proud of delivering exceptional service in a client-focused way.

It’s an exciting time to join the BCFMA and we’re looking for creative and passionate people to join our team. Not only would you be joining an engaged organization but you’d also get to enjoy flexible work arrangements, extended benefits and let’s not forget our awesome pension plan as just a few of the benefits BCFMA employees are eligible for. Most importantly, you would be making a difference in the lives of families in BC!

The BCFMA is currently looking for qualified candidates to join our Enrolment Services Advisor team in our Victoria office.

Accountabilities

• Receives and reviews enrolment applications, interprets court orders and verifies documentation provided by the client to assess eligibility for BCFMA services.
• Reviews maintenance obligations and documentation to determine support to be enforced, including special expense debts according to BCFMA Program policies.
• Prepares all necessary documents and communications to obtain information required to enrol a case.
• Communicates with enrolling clients regarding maintenance enforceability, both verbally and in writing, using tact and diplomacy.
• Ensures client safety concerns are adequately addressed and reflected in the BCFMA database.
• Effectively responds to routine verbal and written inquiries from the public government staff and other agencies.
• Models a client-centric approach when interacting with clients.
• Determines appropriate oversight of a case (administrative or court); prepares and refers cases for managerial and/or legal approval as necessary.
• Conducts and obtains search results through Court Services Online and Reciprocal Jurisdiction websites.
• Ensures case-specific payment information is entered into the database correctly, that BCFMA payment records are complete, and that account reconciliations are done accurately and efficiently.
• Works constructively with the enrolment team and co-workers to maximize efficiency and effectiveness and inform the supervisor of issues.
• Monitors and changes case statuses to reflect files moving through the enrolment process while maintaining accurate records.
  
  

Job Requirements

Education

• Two-year college diploma or equivalent post-secondary education credits, or
• An equivalent combination of education and experience in place of formal educational credentials will be considered.
  
  

Experience

• Minimum 2 years of experience in a customer service position in an environment that requires the application of legislated rules, policies, procedures and best practices for client service.
• Previous experience with the analysis of the application of policies and procedures.
• Experience navigating through a variety of computer applications
• Previous experience is a social justice environment focusing on principles of equity, access, participation, diversity and/or human rights would be considered an asset.
  
  

Knowledge, Skills and Abilities

• Demonstrated ability to use Microsoft 365 (Teams, Outlook Word, Excel).
• Ability to organize and prioritize work effectively to respond to numerous diverse challenges and demands in a timely manner.
• Critical thinking/decision making using legislation, policy, etc.
• Demonstrated client-centric communication skills over the phone and in written correspondence to ensure effective and timely communication when interacting with others.
• Willingness and ability to display resilience in adversity and demonstrate empathy when interacting with prospective clients.
• Willingness and ability to use de-escalation techniques to manage some situations.
• Ability to promote a positive culture and build strong relationships.
• Communicates respectfully with empathy, compassion, tact and diplomacy.
  
  

ADDITIONAL INFORMATION

• A Criminal Record Check is required.
• Preference may be given to candidates located in Victoria.
  
  

Why Work At BCFMA

• An opportunity to be part of an inclusive and diverse culture where you can make a difference and team members are appreciated and valued.
• Work-life balance with a Monday to Friday work week.
• Participation in a Defined Benefit Public Service Pension Plan
• Competitive benefits package including extended health, dental, above standard vacation entitlement, company paid sick time and flex days.
• On-the-job training with opportunities for ongoing learning and development.
  
  

You say you want a job where you can make a difference - don’t delay and apply today!

The starting salary for this position is $47,365 per year. Candidates must be a Canadian citizen or permanent resident to apply for this full-time opportunity. This is a unionized position and is covered by the BCGEU/BCFMA collective agreement.

We would like to thank all candidates for their interest, however only those being considered for this role will be contacted.