Administrative Assistant

The Administrative Assistant will support parents, guardians, and child care providers by assisting with their online accounts, verifying submitted information, and ensuring accuracy throughout the process. This role involves working in a fast-paced call-centre environment where you will handle incoming calls and provide clear guidance based on established policies and procedures.

You will be responsible for interpreting program criteria, determining eligibility for families and child care providers, and offering professional support to ensure smooth access to services.

• Respond to inquiries from child care providers, parents, and guardians professionally and efficiently.
• Provide accurate information on policies, procedures, and account processes.
• Assist callers with troubleshooting online account or service issues.
• Address complaints with empathy and escalate issues when necessary.
• Manage high call volumes while ensuring quality service.
• Validate and assess client information to determine eligibility for programs and grants.
• Verify information using cross-check systems or departmental resources.
• Communicate required documentation clearly to clients.
• Monitor and update client records and account information accurately.
• Stay current on program knowledge, policies, and procedures.
• Review case information to detect potential overpayments or fraud.
• Compile supporting documentation and refer cases to relevant departments.
• Provide testimony if required.
• Review reports related to client milestones and adjust payments accordingly.
• Guide users through online processes and resolve technical issues.
• Document all interactions accurately and maintain confidentiality.
• Collaborate with team members to improve service quality and efficiency.

• High school diploma or equivalent; post-secondary education is an asset.
• Experience in administration, customer service, or call-centre roles preferred.
• Strong communication and interpersonal skills.
• Ability to validate documents, follow policies, and analyze information.
• Proficient in computers, online portals, and data entry.
• Detail-oriented, organized, and able to handle high-volume tasks professionally.
• Ability to maintain confidentiality and work reliably in a structured environment.