Claims Registration Representative (On Demand - Variable)

About the Workplace Safety and Insurance Board (WSIB)

We're here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you'll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

We anticipate bilingual (French & English) and unilingual opportunities in the following office locations:

• Hamilton – Unilingual
• Hamilton- Bilingual
• Kingston - Unilingual
• Kingston - Bilingual
• London - Unilingual
• London - Bilingual
• Ottawa - Unilingual
• Ottawa - Bilingual
• Toronto - Unilingual
• Toronto - Bilingual
• Waterloo- Unilingual
• Waterloo - Bilingual

This is a temporary opportunity for up to 6 months in duration.

Hourly rate: $32.85 per hour

Hours: 0-14.5 hours per week

Job summary

As a key contributor to the Workplace Safety and Insurance Board (WSIB) Employee Value Proposition (EVP), you will proactively gather and clarify information to register new claims, respond to enquiries, and ensure claims are decision-ready for management. You will review incoming documents, set up and update claims and worker profiles in our systems, and communicate with workplace parties to complete information using the 5-point check system. You will deliver clear education about the WSIB claims process, online services, and next steps, upholding our commitment to excellent customer service and efficient claims processing.

Major duties & responsibilities

1. Registration and information gathering

• Review and register claims, including specialty types like Occupational Disease (OD), Traumatic Mental Stress (TMS), Serious Injury, Fatality, Interjurisdictional Agreement (IJA), No Employer Record (ESC), and MVIA.
• Perform detailed searches, verify or update participant information across WSIB systems (Legacy, Contact Manager, ACES), and ensure accurate claim segmentation and assignment.
• Contact workplace parties to clarify and complete claim information, following registration guidelines and the 5-point check system.
• Document all relevant information and issue necessary forms and letters.

2. Call quality and customer service

• Answer queue-driven calls in a call centre environment, following the call quality model and service standards to address registration and claim enquiries.

3. Education and promotion of online services

• Educate and guide injured people, employers, and providers through the WSIB claims process, reporting obligations, and use of online services, supporting our EVP by promoting digital solutions.

4. Additional responsibilities

• Complete privacy checklists, participate in system testing and process improvement initiatives, and report technical issues as needed.

Job Requirements

Education

• High school completion plus additional specialized courses or certificate program of up to one year

Experience

• One year and five months prior experience in customer service.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact [email protected]. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at [email protected].

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB's Privacy Office at [email protected]. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.