Ombudsman Office- Bilingual Intake Coordinator

**Ombudsman Office Bilingual Intake Coordinator**

**About Us**

ADR Chambers Banking Ombuds Office (ADRBO) reviews complaints brought by customers of member banks after the customers have exhausted the bank’s internal complaint system and are not satisfied with the outcome.

ADRBO is an industry ombudsman that operates independently from the participating banks. Its services are free of charge to those making the complaint.

ADR Chambers Ombudsman Office (ADRO) reviews complaints brought by municipal citizens against their municipality once they have exhausted the municipality’s internal escalation process and remain dissatisfied with the outcome. ADRO operates independently of the municipalities and its services are free of charge for those making the complaint.

**Banking and Municipal Intake Coordinator**
- Reports to Deputy Ombudsmen.
- Main point of contact for participating bank customers (in English and French) and members of the public for Municipal Ombudsman programs and assist with referrals, documents, file openings, etc.
- Creates and updates case files in database and case management system; proactively manages file retention in accordance with the internal policy and statutory requirements.
- Liaises with staff at banks and municipalities.
- Manages the electronic filing system for complaints (and paper as required).
- Mails out letters and reports and sends acknowledgments of any ongoing additional documents to complaint files.
- Assists with invoicing and dockets.
- Responsible for sending out, receiving, and storing Complainant Feedback Forms.
- Responsible for creating weekly, monthly, and quarterly reports from the database as necessary.
- Assists with Annual Report creation.
- Responsible for on-boarding of any new investigators.
- Cross trains with other team members and employs same methodology to ensure cross-coverage of all business lines.
- Organizes Board meetings and minute taking.
- Updates ADRBO website as required.
- Other administrative roles as required.

**Key Qualifications, Abilities, and Skills**:

- A minimum of two years’ experience providing intake and complaint handling services.
- Must be fully bilingual in English and French as role involves oral and written communication with customers across Canada.
- Strong oral and written communications skills.
- Experience handling complaints diplomatically with an emphasis on: customer complaint resolution expertise, service experience, and/or call centre experience.
- Ability to deal with challenging callers.
- Database administration and data entry skills.
- Well-organized and reliable file administrator - attention to detail is key.
- High level of computer literacy—must be able to operate Word at an advanced level, use Excel, convert PDF documents, scan documents into databases, learn new digital case management systems; web content editing experience would be an asset.
- Ability to work well in a closely-knit team; balanced with an ability to take initiative and operate autonomously.
- Clear of any conflict of interest with respect to participating banks.

COVID-19 considerations:
ADR Chambers employees are required to disclose their vaccination status and be
fully vaccinated as a condition of hire in accordance with ADR Chambers’ COVID-19
Vaccination Policy.

**Location**:
**Salary**: $50,000

**Job-Type**: Full-time

**Start Date: Hire immediately**

Please provide a resume and cover letter explaining why you are interested in the position and outlining your relevant skills and experience.

**Salary**: $50,000.00 per year

Schedule:

- Monday to Friday

COVID-19 considerations:
COVID-19 considerations:
ADR Chambers employees are required to disclose their vaccination status and be
fully vaccinated as a condition of hire in accordance with ADR Chambers’ COVID-19
Vaccination Policy.

**Education**:

- Secondary School (preferred)

**Experience**:

- intake and complaint handling: 2 years (preferred)

**Language**:

- Bilingual English and French (required)