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

BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians. BCFMA offers support that strengthens 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 multiculturalism, 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, the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s Calls to Action. Through fostering respectful and cooperative relationships with Indigenous partners and stakeholders, BCFMA delivers on the government’s priorities.

We are thrilled you have decided to explore a career with the BC Family Maintenance Agency (BCFMA). We are passionate about what we do and the clients we serve and we are proud of delivering exceptional service in a client-focused way.

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

The Enrolment Services Advisor (ESA) is the initial point of contact and guides users through the enrolment process. This guidance includes assessing incoming applications and accompanying supporting documentation,



collecting and analyzing information, entering data and providing effective client-centric customer service and communication. The Enrolment Services Advisor is a decision-maker with critical thinking skills to assess the eligibility of candidates in accordance with BCFMA enrolment protocols, as well as policy, legislation, and practices. This role provides recommendations and demonstrates administrative skills by maintaining meticulous records. An outstanding candidate will demonstrate exceptional communication skills and have a high standard of accuracy.

ACCOUNTTIBILITIES

- 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 needed 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 in 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, O

📌 Enrolment Services Advisor (Victoria)
🏢 BC Family Maintenance Agency
📍 Victoria