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 the government’s priorities.

The Client Services

Representative (CSR) is the first point of contact between the BCFMA program staff, recipients, payors and other community participants. The CSR actively responds to clients’ enquiries, resolves conflicts and issues, updates the database, and performs administrative tasks as assigned. The CSR role requires knowledge of BCFMA program operations and the ability to respond to questions in accordance with policies, procedures, and legislation.

The BCFMA is currently looking for qualified candidates to join our Client Service Representative team in our Burnaby office. Advocates and applies the Agency’s client-centric approach towards service excellence across multiple channels. ~ Navigates client interactions while remaining calm and compassionate with the ability to use techniques such as active listening and paraphrasing. ~ Escalates complex client issues to appropriate channels through emails and phone calls. ~ Responds accurately to a wide range of incoming enquiries about the BCFMA Program, maintenance processes and reciprocal recovery actions and provides appropriate community resources. ~ Inputs accurate, detailed,



running record entries and updates the database with each enquiry and responds to requests for information. ~ Understands and interprets current policies, procedural information and legislation to clients. ~ Advises and supports clients with navigating various digital tools to ensure accuracy with account updates and responses. ~ Participates and contributes to team meetings, committees, or project teams in support of the Agency’s mandate and service plan. ~ High School Diploma. Outstanding telephone skills, uses appropriate etiquette over the phone;

Experience navigating through a variety of computer applications.

Experience applying knowledge and interpretation of policies and legislation. Preference may be given to candidates with contact centre, social services sector, and/or conflict resolution experience. Demonstrated ability to use Microsoft 365 (Teams, Outlook, Word, Excel).

A Criminal Record Check is required. 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. Candidates must be a Canadian citizen or permanent resident to apply for this full-time chance. Applicants must be residing in British Columbia at the time employment commences and located within a reasonable commuting distance from the work location.

This is an office-based role which requires on-site attendance. 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.





INDIGENOUS RELATIONS BEHAVIORAL COMPETENCIES Building a Trust-Based Relationship requires a fundamental understanding that the relationship is the foundation from which all activities stem and that building a good relationship takes time and commitment. It involves a willingness to build both personal and professional relationships, participating in open exchanges of experiences and cultures. It requires a genuine, non-controlling approach and relies upon demonstrated integrity and transparency.

Building a trust-based relationship requires a high level of consciousness of the experience of Indigenous people with Crown relations. It assumes that strengths abound in Indigenous people, cultures and communities.

Cultural

Agility is the ability to work respectfully, knowledgeably and effectively with Indigenous people. It involves examining one’s own culture and worldview, as well as the culture of BCFMA, and noting their commonalities and distinctions with Indigenous cultures and worldviews. It is a recognition of how personal and professional values may conflict or align with those of Indigenous people.

It is the capacity to relate to or accommodate differing cultural perspectives and be willing to undergo a personal shift in perspective.

Relationship

Building is working to build or maintain ethical relationships or networks or contacts with people who are, or may be, potentially helpful in achieving work-related goals and establishing advantages. These people may include customers, clients, counterparts, colleagues, etc. The standard may be one’s own past performance (striving for improvement); or even improving or surpassing what has already been done (continuous improvement).

Self-Control is the ability to keep one’s emotions under control and restrain negative actions when provoked, faced with opposition or hostility from others, or when working under stress.

Service

Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. educational institutes, non-government organizations, etc.) It means focusing one’s efforts on discovering and meeting the needs of the customer/client. Microsoft Office Diversity Equity Inclusion Customer Service High School Diploma or better.

📌 Customer Service Representative - Financial Services (Burnaby)
🏢 BCFMA
📍 Burnaby