Coordinator, Complaints

**_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: Bilingual

Location: Canada

Classification: Full-time

**Why join us?**

**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 the assessment 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, counsels, 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
- Bilingual in English and French
- 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.

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 DE POSTE : Coordonnateur.trice, plaintes**

Service : Conduite professionnelle

Superviseur immédiat : Gestionnaire, réception et règlement des plaintes

Exigences linguistiques : Bilingue

Lieu : Canada

Classification : Temps plein

**Pourquoi vous joindre à nous?**

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

Le coordonnateur, plaintes, fournit du soutien administratif et ana