Processing Center Advisor

Position Overview

We are seeking detail-oriented and client-focused Processing Center Advisors to support families, childcare providers, and stakeholders through child care support programs and related services. The successful candidates will be responsible for reviewing and processing applications, assessing eligibility, responding to client inquiries, resolving issues, and maintaining accurate records while following established policies, procedures, privacy, and security requirements.

Position Details

• Location: Calgary or Edmonton, Alberta
• Work Arrangement: Hybrid
• Employment Type: Contract
• Maximum Extension Term: Up to 18 months
• Working Hours: Monday to Friday, 8:15 AM – 4:30 PM Alberta Time

Key Responsibilities

• Review, assess, and process applications, renewals, and amendments in accordance with program policies, procedures, and guidelines.
• Review financial and supporting documentation to determine client eligibility.
• Respond to inquiries from parents, guardians, childcare providers, and stakeholders by phone, email, and online channels.
• Provide guidance on program requirements and assist clients in navigating online services and processes.
• Research documentation and available information to investigate and resolve application, payment, eligibility, and system-related issues.
• Maintain accurate records, case notes, and supporting documentation.
• Ensure compliance with privacy, security, and information management requirements.
• Interpret and apply relevant policies, procedures, legislation, and program guidelines.
• Manage competing priorities in a high-volume, fast-paced environment.
• Collaborate with internal and external partners to support effective program delivery.
• Participate in testing, training, continuous improvement initiatives, and operational projects as required.
• Provide professional, empathetic, and client-focused service.
• Handle sensitive and confidential information with professionalism and discretion.

Must Have

Education

• High School Diploma or GED.

Required Experience

• 3+ years of experience in Customer Service and/or Retail Sales.
• 2+ years of experience researching existing documentation to determine a resolution.
• 3+ years of experience working in a fast-paced environment, troubleshooting/problem-solving while working independently and as part of a team.
• 3+ years of hands-on experience working in a complex environment requiring prioritization of tasks and deliverables.

Required Skills

• Strong customer service and client-support skills.
• Strong analytical and problem-solving abilities.
• Excellent attention to detail and accuracy.
• Ability to research information and determine appropriate resolutions.
• Ability to interpret and apply policies, procedures, legislation, and program guidelines.
• Strong organizational and prioritization skills.
• Ability to manage multiple competing priorities in a high-volume environment.
• Strong verbal and written communication skills.
• Ability to work effectively both independently and as part of a team.
• Ability to handle sensitive and confidential information professionally.
• Strong interpersonal skills with an empathetic, client-focused approach.

Nice to Have

• 3+ years of experience navigating multiple operating/computer systems to validate or assess application eligibility.
• 2+ years of experience working in a call centre environment, responding to inquiries by phone or email and tracking detailed notes in a call-tracking system.
• 3+ years of experience in a role requiring strong analytical skills, high attention to detail, and accuracy.
• 4+ years of relevant experience in a role similar to this position.
• Experience with government programs, eligibility assessment, benefits administration, or social benefits programs.
• Experience supporting clients through complex or sensitive situations.
• Experience using multiple systems and databases simultaneously while delivering customer service.
• Experience in program administration, case management, application processing, or related administrative functions.

Ideal Candidate

• Detail-oriented and highly organized.
• Client-focused with strong interpersonal and communication skills.
• Comfortable reviewing documentation and assessing information.
• Able to make accurate decisions based on established policies and guidelines.
• Comfortable working across multiple computer systems and databases.
• Able to manage high volumes of work while maintaining accuracy and service quality.
• Strong problem-solving and research skills.
• Comfortable working independently as well as within a team.
• Professional and discreet when handling sensitive or confidential information.
• Adaptable and able to prioritize competing tasks and deadlines.

Equipment

• A laptop and required system access and credentials will be provided.

Resume Requirements

• Resume must clearly demonstrate all required experience within the specific job or project where it was gained.
• Simply copying the qualifications into the resume without explaining how and where the experience was obtained will not be sufficient.
• Employment/project dates must be provided in MMM/YYYY – MMM/YYYY format.
• All required experience should be clearly documented under the relevant employment/project.
• Candidates must provide three professional references for whom similar work has been performed.
• The most recent reference should be listed first.
• Reference checks may be conducted as part of the evaluation process.

Security & Background Requirements

• Successful candidates must complete Level 2 Enhanced Security Screening prior to commencing the assignment.
• Screening includes:
• Criminal Record Check
• Financial Management Risk Indicator Screening (FMRIS)
• Background verification as required
• Candidates must be able to successfully complete the required security screening.

Mandatory Training

Successful candidates will be required to complete mandatory onboarding and training.