Coordinator, Complaints

1 week ago

Burlington, Ontario, Canada College of Immigration and Citizenship Consultants Full time

_Pour la version française, faites défiler vers le bas_
About the College of Immigration and Citizenship Consultants (the College)


The College is the authority mandated by the Government of Canada to regulate the practice of Regulated Canadian Immigration Consultants (RCICs) and Regulated International Student Immigration Advisors (RISIAs).

Its role, authority and powers are established in the _College of Immigration and Citizenship Consultants Act _(Canada). The College sets and enforces the licensing, education and ethical standards of the profession, in the public interest.

Industry*Self-Regulatory Organization (SRO)

Position



JOB TITLE:
Coordinator, Complaints

Department:
Professional Conduct

Reports to:
Manager, Intake and Resolutions

Language Requirement:
English

Location:
Canada

Classification:
Full Time

Why join us?
How will this role support our team?

The incumbent provides administrative and analytical support for cases referred to the Complaints Committee.

This includes preparing case materials and summary documentation, scheduling and attending Committee meetings, supporting the Committee in its review, facilitating simple resolution, preparing closing documentation, and updating the Department database.

Responsibilities Include (but are not limited to)

  • Review complaints, crossreference against information on other platforms and correspond with parties to the complaint to gather additional documentation.
  • Summarize each complaint and supporting case documentation for the Complaints Committee to ensure Committee members have a clear understanding of the complaint issues to base their decision on.
  • Schedule and attend weekly Complaints Committee case review and triage meetings.
  • Prepare documentation of Committee decisions (e.g., closing letter and letter of appointment).
  • Facilitate summary resolution of complaint matters. This involves assessing the complaint, determining the appropriate section of the By-Law and resolution to be applied, and preparing documentation to communicate the outcome to the complainant and the licensee.
  • Coordinate with other staff to ensure compliance with resolution agreements.
This role will support our team by providing:

  • Time management and organizational skills to manage competing priorities, deadlines and a high volume of case documents/materials
  • Flexibility to work in a fastpaced changing environment as a collaborative team player who demonstrates initiative
  • Interpersonal and stakeholder relationship management skills to interact professionally and respectfully with stakeholders
  • Written and verbal communication skills to prepare documentation for the Complaints Committee
  • Attention to detail to ensure accuracy and completeness of documents/materials
  • Tact and discretion to work on confidential and sensitive matters
  • Knowledge of office/administrative software, online storage and case management systems

Required Education and Experience

  • College Diploma in business administration, law or immigration
  • 13 years of experience working for a law firm, administrative tribunal or regulatory body
  • Knowledge of legal and administrative law concepts, principles and terminology, as well as the ability to acquire knowledge of the College Act, regulations, By-Laws and Code of Professional Conduct
  • Knowledge of the Canadian immigration system
What We Offer*- The opportunity to protect the public interest within the immigration and citizenship sector

  • A culture of transparency, where team members are involved in important conversations
  • Full health benefits from day one for you and your family
  • Access to the Employee and Family Assistance program
  • RRSP match

How to Apply


Click here to upload your resume and brief cover letter indicating why you feel you are fit for this role.

While we thank all applicants for their interest, only those identified for further consideration will be contacted.

À propos du Collège des consultants en immigration et en citoyenneté (le Collège)
Secteur*Organisme d'autoréglementation (OAR)

Poste



TITRE DU POSTE :
, plaintes

Service :
Conduite professionnelle

Supérieur immédiat :
Gestionnaire, réception et règlement des plaintes

Exigences linguistiques :
Anglais

Lieu :
Canada

Classification :
Temps plein

Pourquoi vous joindre à nous?

De quelle façon ce rôle soutiendra-t-il notre équipe?


La ou le titulaire du poste assure du soutien administratif et analytique relativement aux dossiers renvoyés au Comité des plaintes notamment en préparant les documents et le matériel relatifs aux dossiers ainsi que les résumés, en planifiant les réunions du comité et y assistant, en appuyant le comité dans le cadre de son examen, en facilitant un règlement simple, en préparant les documents nécessaires pour fermer le dossier, et en mettant à jour la base de données du service.

**Les responsabilités comprenn

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