Industry Standards and Practices Advisor

**REALTORS® Association of Edmonton**

**Job Opportunity**

Industry Standards and Practices Advisor

The REALTORS® Association of Edmonton (RAE) is a professional services Association composed of 5,100 professionals serving the Greater Edmonton area. Governed by a volunteer Board of Directors, the Association’s membership includes REALTORS® and Brokers alike.

Our team of approximately 30 staff work to advance the integrity and professionalism of REALTOR® services. We are committed to serving the needs of our members who, in turn, serve their clients by delivering professional real estate services. The Association administers the Multiple Listing Service®, provides professional education to its members and enforces a strict Code of Ethics and Standards of Business Practice.

This role primarily provides support to the Professional Standards Manager. The key duties included within this role are to receive, evaluate, resolve, and respond to all complaints and inquiries from members, stakeholders, and the public. The Advisor is knowledgeable about our Rules and Regulations, administrative justice best practices, and provides information about the complaint and hearing process by conveying complex processes and requirements in simple terms. In addition, this position will manage and maintain complaint files and compose and distribute correspondences.

Experience required is a minimum of 5 years of experience in a service-oriented position.

Highschool Diploma or Equivalent is required.

Proven experience (3 - 5 years) in a customer-support role, providing information and handling sensitive and complex complaints and discussions.

Proven experience (1-2 years) in a quasi-judicial or administrative justice role, with the demonstrated ability to comprehend complex legal concepts. Highly proficient in Microsoft Office Suite, with an accurate typing proficiency of at least 50 WPM. Ability to interpret legislation would be considered an asset.

Certification in Administrative Justice through the Foundation of Administrative Justice (FOAJ) would be considered an asset.

**Duties and Responsibilities**

**Document Preparation and Management**:
Preparing documents and correspondence related to the complaint process, including but not limited to Case Summaries, Consent Agreements, and Panel Decisions for Professional Standards and Arbitration Complaints and Summary Offence Process Complaints. Organizing electronic files, managing electronic calendars and diarizing dates. Handling daily administrative tasks like, filing, scanning, meeting minutes, and meeting agenda creation.

**Communication and Collaboration**:
Fielding calls and responding to inquiries and complaints from members, stakeholders, and the public. Monitoring and maintaining file progress and responding to general correspondence. Collaborating with other departments for compliance checks and issue resolution**.** Communicating with members, counsel, and third-party experts as needed.

**Complaint Handling**:
Administrating the complaint process, including exchanging all evidence between parties, scheduling panels and providing support to the panels during a Hearing or Appeal. Referring non-compliance of sanctions to the Board of Directors.

**Training and Education**:
Updating and creating training materials and communications for Professional Standards and Arbitration Committee members. Preparing reports and educational pieces for communication to the Membership. Facilitating courses for the Professional Standards and Arbitration Committee. Facilitate Membership Hearing for suspended members.

**Confidentiality and Compliance**:
Maintaining confidentiality and following privacy best practices. Facilitating trademark enforcement for CREA. Checking membership suspensions from RECA

Execute other duties, as assigned.

Pay: From $55,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care

Schedule:

- 8 hour shift

**Experience**:

- Administrative: 3 years (required)

Work Location: In person

Application deadline: 2025-02-11