Arbitration and Professional Standards Coordinator

Founded over 100 years ago, the Toronto Regional Real Estate Board (TRREB) Canada’s largest real estate board, focuses on advancing the professionalism and success of its over 70,000 Members.

**ARBITRATION AND PROFESSIONAL STANDARDS COORDINATOR**

**PRIMARY RESPONSIBILITIES**

The Arbitration and Professional Standards Coordinator is responsible for administering hearings and complaints processes to address and resolve issues and infractions, utilizing the appropriate Toronto Regional Real Estate Board (TRREB) approved process.

You will be required to organize volunteer panels to hear and provide recommendations on TRREB Member grievances and misconduct, investigate alleged violations, attend hearings and document decisions of the panel, with the goal of achieving suitable and quality results.

In this role, a thorough knowledge of the Real Estate Council of Ontario (RECO) rules, the Canadian Real Estate Association (CREA) guidelines surrounding trademarks, the Ontario Real Estate Association (OREA) policies, TRREB’s By-Law, MLS® Rules and Policies and all other applicable legislation and policies governing REALTORS® is required.

**PRINCIPAL DUTIES**
- Maintain and enforce compliance with TRREB’s By-Law, MLS® Rules and Policies, and CREA Trademark Rules and Standards of Business Practice as it relates to Arbitration matters and/or Appeals, etc., including determining jurisdiction for the complaint.
- Receive, investigate and arrange for the resolution of TRREB Member complaints and infractions, utilizing a TRREB approved remedial process that maintains TRREB’s high standards of conduct and cooperation amongst REALTORS®.
- Handle the administration of arbitration and professional standards hearings, including determining jurisdiction, conducting research, preparing summary reports of findings, collecting relevant supporting documentation, supporting the panel in complaint reviews and transcribing panel decisions.
- Liaise with panel members to arrange hearings, mediations and complaint reviews, including evaluating panel members on an on-going basis.
- Confer with and support Panel and Roster Chairs on issues and matters that arise, providing procedural advice and guidance as required.
- Act as a Case Presenter for Professional Standards Hearings as required, ensuring impartiality and avoiding any conflict of interest.
- As Case Presenter, review files in advance and prepare to orally present evidence of alleged Member misconduct or infractions at hearings.
- Help maintain an up-to-date central depository of all compliance activities and relevant arbitration and professional standards data, including the nature of the complaint received, investigation outcomes and panel decisions.
- Respond to Member enquires on matters pertaining to Arbitration Guidelines and Professional Standards procedures, TRREB’s By-Law, MLS® Rules and Policies, RECO Code of Ethics, CREA Trademark Rules and Standards of Business Practice and OREA By-Law as it relates to Arbitration matters and/or Appeals, etc.
- Handle invoicing and payment processes as applicable.
- Prepare all worksheets, memos, reports, minutes and correspondence as required.
- Ensure all appropriate documents and any outstanding correspondence are completed/received within the allotted time frames.
- Utilize effective strategies to ensure a consistent level of excellent customer service.
- Help maintain an up to date operating and training manual for the department when processes and practices change.
- Assist with TRREB special events, including on-site assistance at the event as required.
- Perform other duties as assigned from time to time.

**HEALTH AND SAFETY RESPONSIBILITIES**

The incumbent will follow safe work procedures, knowing and complying with all health and safety regulations. Personal protection and safety equipment will be used if/when required. Any injury or illness, unsafe acts or unsafe conditions must be reported immediately to their Supervisor.

**REQUIREMENTS**

**Education**:

- Paralegal or Law Clerk designation or related discipline.
- Alternative Dispute Resolution Certificate is an asset.

**Experience**:

- 3 to 5 years of related experience, preferably in a legal environment.
- Advanced knowledge of conducting legal and administrative proceedings and processes required.
- Highly developed verbal and written communication skills.
- Ability to solve problems with practical solutions.
- Excellent group facilitation and interpersonal skills.
- Demonstrated proficiency in conducting presentations and public speaking in a variety of settings.
- Positive and service-oriented attitude with an emphasis on providing excellent customer service.
- Strong organizational and time management skills, including the ability to effectively manage multiple tasks and competing priorities.
- Strong analytical skills, sound judgement and effective problem solving and decision-making abilities.
- Proficiency in Microsoft Office Suite.

**SPE