Customer Service Expert

About the College

The College of Registered Nurses of Alberta (CRNA) is a regulatory college under the Health Professions Act. Our vision is excellence in nursing regulation for the health of all Albertans. Our objective is people-first, and we are committed to attracting the best people, engaging and developing a workforce that embodies our values of integrity, respect, accountability and professionalism. CRNA is committed to meeting and exceeding its legislative responsibilities by using a Right-touch relational regulatory approach.

Customer Service Expert

At the CRNA, we are committed to regulatory excellence and safeguarding the public interest. As part of this commitment, we are seeking a Customer Service Expert to respond to inquiries from applicants and registrants throughout the permit and examination process.

This position plays a key role in the College's tiered service delivery model, serving as Tier 1 support for applicants navigating registration and examination requirements. Working in a high-volume environment across multiple systems, the Customer Service Expert will manage communications by phone and email, validate applicant identification, process NCLEX-RN exam results, and collaborate with internal teams to support service delivery workflows.

What You Will Do

Customer Inquiry Response

• Respond to applicant and registrant inquiries via phone and email
• Assist walk-in applicants with their registration needs
• Handle challenging conversations, resolve service issues, and escalate complex cases when needed
• Maintain applicant records and document all communications.

Identity Verification and Document Review

• Perform identity checks including virtual meetings to verify applicant verification and validate applicant documentation for compliance.
• Review verification documents from regulatory bodies and credentialing organizations
• Ensure document consistency across platforms and flag discrepancies for follow-up.

Permit and Exam Process Support

• Process NCLEX-RN exam results and approve Authorization to Test after verifying eligibility
• Resolve payment discrepancies and address unmatched records across systems
• Review permit applications and coordinate with Registered Nurse Consultants on specialized requests.

Records and Compliance

• Process e-consents, name changes, and file documentation according to established protocols
• Maintain records in accordance with privacy and regulatory requirements
• Store and manage supporting documentation in compliance with organizational standards.

What You Possess

Education:

High School Diploma.

Experience:

1-3 years of professional experience in customer service, administration, or a related field.

Experience in a regulatory environment, healthcare setting, or high-volume service delivery preferred.

Skills and Competencies:

• Service Orientation: Commitment to delivering service in line with the CRNA's service delivery standards
• Communication: Clear communication skills for handling inquiries, de-escalating conflicts, and collaborating with internal teams and external partners
• Attention to Detail: Accuracy in processing applications, validating documentation, and maintaining applicant records
• Problem Solving: Ability to identify discrepancies, resolve payment issues, and determine follow-up actions for complex cases
• Multi-tasking and Prioritization: Organizational skills to manage high volumes of inquiries while maintaining quality and meeting service standards
• Emotional Intelligence: Ability to provide empathetic, client-focused service in challenging situations.
• Technology Proficiency: Skills in CRM systems and document management (SharePoint, Adobe, Microsoft Office).
• Adaptability: Flexibility to learn new systems, adapt to procedural changes, and work in a fast-paced regulatory environment.

What We Offer:

• A temporary full-time employment opportunity starting November 2025 through to October 2026.
• Competitive salary with a comprehensive health and dental benefits package, including resources to support mental health and financial wellness.
• Annual Health Spending Account (HSA) and Wellness Spending Account (WSA) to support ongoing learning, health, wellness, and family services.
• Flexible, hybrid work environment with a 7.25-hour workday, Monday through Friday.
• 12 general holidays, plus an annual holiday break in December.
• Earned vacation days, starting at a rate equivalent to 15 days per year.

Apply Now

Submit your resume and cover letter by October 24, 2025, quoting file

We appreciate your interest in joining CRNA and thank all applicants in advance. Only those selected for an interview will be contacted.

Job Type: Full-time

Work Location: Hybrid remote in Edmonton, AB T5S 1P2