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Coordinator, Complaints

3 months ago

Canada, CA College Ic Full time
Position

JOB TITLE: Coordinator, Complaints
Department: Professional Conduct
Reports to: Supervisor, Early Resolution
Language Requirement: Bilingual Preferred
Location: Canada
Classification: Full-time

Do you want to be part of a team that strives to enhance and uphold Canada’s immigration and citizenship consulting profession? If you share our passion and purpose, please consider applying for the opportunity below to become part of a team that makes a difference.

How will this role support our team?

The Coordinator, Complaints 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 to evaluate the information received and gather additional information as needed.
  • 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 to take minutes and present cases.
  • Correspond with parties to the complaint to collect additional supporting documentation required by the Complaints Committee to perform assessments of the complaint.
  • 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 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 and prioritize competing priorities and deadlines
  • Organizational skills to keep track of deadlines and a high volume of case documents and materials
  • Flexibility to work in a fast-paced changing environment as a collaborative team player who demonstrates initiative
  • Interpersonal and stakeholder relationship management skills to interact professionally and respectfully with stakeholders (licensees, counsel, witnesses, etc.)
  • Written and verbal communication skills to prepare documentation for the Complaints Committee and to communicate with parties and Committee members diplomatically and respectfully
  • Attention to detail to ensure accuracy and completeness of documents/materials
  • Tact and discretion to work on confidential and sensitive matters
Required Education and Experience
  • College Diploma in business administration, law, or immigration
  • 1-3 years of experience working in 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
  • Knowledge of office/administrative software, online storage and case management systems
What We Offer
  • The College hires and onboards 100% remotely
  • 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.

Your personal information is collected and used by the College when you apply for employment with the College. Please read the College’s Privacy Statements for more information regarding its privacy practices.

The College is an equal opportunity employer. We welcome applications from persons legally entitled to work in Canada, who represent the diversity of our nation, and whose qualifications meet the skills and experiences we seek. We are committed to providing equal opportunities to all candidates and to meeting the needs of people with disabilities. Should you be contacted regarding an employment opportunity and require an accommodation for a disability, we will be pleased to work with you to identify how we can best support you through this process.

The successful candidate will be required to undergo a criminal background check.

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

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