Service Centre Outbound Specialist

Job Description

About the role

Location: Onsite - Toronto, ON

Status: 6-Months Fixed Term

Interviewing Timeline: Interviews will commence in the first week of November.

The Service Centre Outbound Specialist is a customer-focused role within the Claims Team, responsible for obtaining and processing Checkpoint Claims to support program outcomes and ensure individuals are connected to the right supports. This role provides key support to Service Providers, Jobseekers, Employers, and internal teams, while accurately documenting interactions and tracking activities and targets. The position also involves auditing and processing financial claims in alignment with WCG guidelines, requiring strong attention to detail, compliance, and confidentiality. 

What you'll do

• Connect with clients through high-volume outbound outreach, using phone, text, and email to build rapport, gather information, and support their employment journey.
• Verify, process and update key client information, including employment status and outcomes, ensuring data is accurate, current, and aligned with program requirements.
• Contribute to service delivery across the network, supporting a range of activities that strengthen performance, data quality, and reporting for Employment Ontario providers.
• Maintain clear, accurate, and compliant records of all client interactions, ensuring documentation meets internal standards and regulatory expectations.
• Work closely with internal teams to share insights, resolve issues, and support the efficient flow of information across operational and claims-related processes.
• Support a variety of operational initiatives through project work and targeted outreach activities, contributing to continuous improvement and system-wide outcomes.
• Act as a key point of contact for outbound engagement, helping ensure clients remain connected, informed, and supported throughout their employment journey.
• Process client and employer financial support claims
• Demonstrate flexibility to be able to change activities based on changing requirements and business needs

Qualifications

What you bring

• Strong auditing background and data entry experience
• Bilingual (English and French) would be considered an asset 
• Minimum 2-3 years’ experience in a similar role working in a service-oriented organization
• Proficient in MS Office especially Excel and Word
• Detail oriented with a high level of accuracy
• Ability to adapt to change
• Understanding of the needs of a highly confidential environment
• Able to maintain composure during difficult and high-pressure situations
• Results driven with creative approach to idea generation and problem solving
• Excellent organizational and time management skills
• Ability to working in fast paced environment with changing workload

Preferred Criteria:

• Knowledge of the Employment Services industry

For complete job requirements, see the full Job Description here.

Additional Information

What we offer

• Competitive salary of $54,632 per year
• Ongoing learning and development opportunities
• Generous time-off policies that promote work/life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork
• The opportunity to do work that makes a difference!

Diversity, Equity, Inclusion and Belonging Matter

WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.

Passion and Lived Experience Matter!

If you don’t quite have the above credentials but feel passionate about this role and your ability to do it successfully, please APPLY ANYWAY! Tell us in your application why you believe you would be a great fit. We believe in developing talent and have a wide range of opportunities to support passionate team members as they grow towards their employment goals.