Client Resolution Specialist

**Job Information**

Job Requisition ID: 69614
Ministry: Advanced Education
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: May 1, 2025
Classification: Program Services 2

**Salary**: $2345.14 to $3076.28 bi-weekly ($61,208- $80,290 /year)

Advanced Education supports Albertans by providing the education and training opportunities they need to prepare for the workforce. This is accomplished by: approving programs of study; funding public post-secondary schools and other adult learning providers; providing financial aid for learners; registering and certifying apprentices; and, supporting academic research and innovation.

Programs and services are driven by 3 outcomes: (1) Adult learning opportunities are accessible and affordable for all Albertans; (2) High-quality education, skills development and research make a positive contribution to Alberta’s economy, society, culture and environment; and, (3) The adult learning system is accountable and coordinated.

**Role Responsibilities**:
Reporting to the Supervisor, Client Resolution Unit, this position works within the existing relevant policies and procedures within Alberta Student Aid and the ministry/GOA,

The Client Resolution Specialist plays an integral role in Alberta Student Aid's program delivery. This position resolves escalated student issues and provides consultative advice and expertise to service delivery partners, students, and internal and external stakeholders to ensure consistent interpretation of Alberta Student Aid's legislation, regulations, policies, systems and programs. The Specialist tracks issues over time to identify trends and makes proactive recommendations that can affect the decision making of senior management and directors as well as program policy or operational process, to prevent issues from recurring.

The role of Client Resolution Specialist performs the following tasks and responsibilities:

- Clarifies the nature of issues, concerns, or complaints received from multiple sources (e.g., directly from students, escalated via a third-party service provider Alberta Student Aid Service Centre and the National Student Loan Service Centre (NSLSC), post-secondary institutions, and department executives).
- Investigates, researches, and analyzes each client issue, including detailed file reviews, consultation with internal or external stakeholders, review other responses prepared by sector representatives, or communication with the student or institution for additional information.
- Identifies new information or changes to student/client circumstances contained in correspondence or appeal submissions and determine whether situations warrant re-assessment, request for review, or other action based on thorough investigation of circumstances.
- Identifies the best resolution strategy based on research, related factors, and interpretation of existing legislation and policies and directs other business units accordingly.
- Responds directly to students, and other relevant parties to communicate and enact the resolution strategy; this includes requesting action by staff in other units to resolve the issue.
- Maintains communication with the student or referral source throughout the issue resolution process.
- Identifies trends observed in one's caseload that might impact operational or strategic policy (e.g., several calls are coming from a particular student or stakeholder subgroup reporting similar issues) for the Supervisor to take forward for review and action.
- Proactively communicates issues to the appropriate ministry staff and recommends actions to expedite issue resolution.
- Contributes expertise to projects and committees as assigned by the Supervisor.
- Composes correspondence in response to inquiries and issues raised, explaining relevant policies, guidelines, processes, and results of assessments and re-assessments as required.
- Provides program expertise and advice requiring in-depth interpretation of policies, processes and systems to third-party contractors and external stakeholders (e.g., clarity on program requirements, navigating SFS).
- Research, action and draft responses to action requests and briefings in line with existing timelines and standards.

Please

**APS Competencies**:
Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:

- **System Thinking** - Capacity to understand the potential ramifications of decisions and recommendations and that results achieved can have a substantial and significant impact on Student Aid's political position political environment and risks when considering possible actions.
- **Creative Problem Solvin