Accounts Payable Customer Service Representative

Job Title:ACCOUNTS PAYABLE CUSTOMER SERVICE REPRESENTATIVERequisition #:206692Job Location:Canada-British Columbia-BurnabyDepartment:Accounts PayableJob Type:Temporary, Full TimeStart Date of Employment:14-Dec-2026Posting Date:13-Nov-2026Work Days:Mon, Tue, Wed, Thu, Fri,Hours of Work:0800-1600Work Site:1795 Willingdon Avenue, BurnabySalary/Rate:$31.19/Hour
Job Summary:

BC Shared Health Services (BCSHS) is creating a more connected health-care system for British Columbia. By providing shared services that support health organizations across the province, we help strengthen the delivery of safe, high-quality care for people and communities.

The Accounts Payable Customer Service Representative (AP CSR) provides customer service through a central phone line and email box for both internal and external customers that require assistance with Accounts Payable (AP) functions. These inquiries may include vendor/employee payment inquiries, overdue accounts, stale-dated cheques, inquiries from Health Authority Customers The AP CSR is the first point of contact with a goal of resolving customer inquiries at first contact in a professional manner. The AP CSR records and assigns complex inquiries to the various AP and/or Supply Chain areas within PHSA and provides timely resolutions/solutions for less complex inquiries. Inquiries are entered into a database for tracking and monitoring along with maintaining accurate records for tracking, reporting, and auditing purposes. The CSR also orients various health authorities and stakeholders on how to navigate through the AP module, and related systems. The CSR supports other AP staff through a support role as required.

Duties/Accountabilities:

1. Performs duties such as responding either verbally or by email to questions or problems from vendors, staff, HA customers, and other stakeholders; takes appropriate action to resolve issues and initiates follow-up in a timely fashion.
2. Monitors the generic AP mailbox and phone line to ensure the timely triage of requests to the appropriate AP Team or staff such as Vendor Team, Expense Team, or Processing Staff.
3. Escalates complex customer inquiries to the appropriate AP and/or Supply Chain staff/management and maintain customer contact until request is resolved and the customer has been provided status, progress and resolution.
4. Investigates various requests and invoice deficiencies and takes corrective action where possible or triage problems to appropriate staff for resolution.
5. Monitors and records support calls using relevant business applications. Collects, compiles and summarizes information on requests and prepares regular reports.
6. Reviews requests and takes corrective action to ensure that payments are processed in a timely manner and discounts are captured where possible. This includes routing requests for validation/update of receipts, updates for missing information such as full expense coding/supporting documentation, and appropriate approval.
7. Provides information to vendors, staff, HA customers, and external customers regarding various policies and relevant regulations/documents which impact AP, such as but not limited to AP payment deadlines, Direct Deposit support requirements, HA Travel & Business Policy, Non-resident Tax withholding requirements.
8. Assists in the processing and/or batch review of invoices and expense claims as required.
9. Provides support as required to AP Clerk V for electronic uploads and Vendor Team for payments processing.
10. Ensures that relevant organizational and/or HA policies and procedures are followed and provides necessary support to ensure future compliance.
11. Reviews, designs, and/or revises a variety of forms that are related to the AP functions such as cheque request, staff reimbursement request, direct deposit, and Vendor Add/Update forms.
12. Liaise with other internal business streams to assist with vendor, HA customer or staff issues and identify educational opportunities for the customer, such as training documentation or online learning for Expense Module processing.
13. Identify delayed receiving issues at HA’s sites, work with Customer Service to ensure receiving meets required deadlines at the various HA sites.
14. Reviews match exceptions related to service PO-invoices or pricing issues and route for approval/pricing update per established guidelines.
15. Assists with audit requests such as organizing resource requirements, compiling necessary data requests and electronically filing and submitting requests to meet various internal/external audit deadlines.
16. Provides analytical and administrative support to Accounts Payable management team as required, such as period end and year end reconciliations or assisting with internal/external audit requests, FOI requests or requests from HA customers or other business streams.
17. Attends and participates in departmental meetings to provide input into items such as changes to policies, procedures and processed.
18. Operate standard office equipment.
19. Performs other related duties as required.

Qualifications:

Education, Training and Experience
- Grade 12, and three years’ recent, related experience or an equivalent combination of education, training and experience.

Skills and Abilities
- Ability to communicate effectively both verbally and in writing
- Ability to deal with others effectively
- Physical ability to carry out the duties of the position
- Ability to organize work
- Ability to operate related equipment
- Physical ability to carry out the duties of the position.