Christine Poirier

• Determine whether the applicant is eligible for a WCB account using the WCB Act, Policies and Procedures
• Determine, process, and approve combinations and amalgamations
• Investigate and initiate collection of premiums for accounts, and authorize legal action when required to protect WCB and client interests
• Issue clearance letters including special clearances
• Follow up with employers regarding claims with unregistered employers
• Refer, recommend, and assist other departments (Legal Services, Claims, Audit, Account Managers)
• Explain business processes and promote online services
• Mentoring individuals new to the EAS Rep III role

Courses:

• Training the Trainer
• Customer Focus Suite.

Projects & Training Experience:

• 2021 PAM Enhancements - including scripting and testing new features
• 2021 Collaborative Customer Service team member - discuss and implement process improvements for EAS department
• 2021 to current - Presenting the Employer Information Sessions
• 2022 - Ebusiness Modernization
• 2022 Mentor Training - Presented mentor training to new and existing EAS Rep III mentors
• 2022/2023 - Annual Return Training - Presenting training to all EAS representatives
• 2023 Annual Return Coordinator
• 2023/2024 Secondment with EAS training team - Assisting with preparing and delivering training materials. Providing coaching and mentoring to new EAS representatives in both the EAS Rep II and EAS Rep III positions
• 2024 EMA R3.3 - Assist with testing and preparing training for EAS reps
• 2024 PAM Enhancements - planning, testing, and implementing new features for our PAM application

• Assist with developing the 2023 plan
• Assisting with annual return training development and delivery
• Providing day to day direction and leadership for the annual return team
• Coordinating resources required to complete the program
• Monitoring work volumes and progress
• Reporting and tracking issues
• Providing timely progress reports to leadership
• Communicating progress and providing updates to staff
• Delivering final program evaluation with recommendations for next year's program

• Address all general Employer Account Services inquiries, identify issues and problem solve any account discrepancies, with an emphasis on first call resolution
• Identify the underlying customer needs/inquiries and present options for solution
• Communicate the resolution to the customer and explain any changes that may have an effect on their account
• Explain, educate and train clients on services, programs (cyclical business programs such as PPS, PIR, Annual Returns) and online applications
• Participate in workshops including; Life of a Policy, Optimizing Clearances, and Annual Returns
• Coaching and mentoring new employees