Spécialiste, réception et règlement des plaintes

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate, assess, and provide recommendations regarding cases related to the professional obligations of licensees.

• Collect additional information from complainants and licensees for initial review.

• Analyze case details and pinpoint relevant issues.

• Offer recommendations to the supervisor based on risk evaluation and case analysis.

• Conduct alternative dispute resolution for cases within the early-resolution stream.

• Inform complainants and licensees about the process as well as pertinent Codes, By-laws, and regulations.

• Identify Unauthorized Practitioners and communicate information to members of the Professional Conduct Department for follow-up actions.

• Summarize cases and prepare necessary documentation for the Complaints Committee, including triage memoranda and risk assessment worksheets.

• Participate in Complaints Committee meetings and take minutes as required.

• Present cases to the Complaints Committee through both written summaries and oral presentations.

• Gather additional supporting documentation and conduct case evaluations as needed.

• Facilitate resolutions for cases.

• Draft and finalize Settlement Agreements with involved parties.

• Prepare documentation outlining Committee decisions, including closing letters, referrals, and appointment letters.

• Summarize issues, information, and decisions while integrating relevant regulatory content.

• Maintain case files and documentation in accordance with Department protocols.

• Stay informed about College policies, regulations, strategies, legislation, trends, and best practices.

• Collaborate with internal stakeholders to ensure prompt compliance with legislative requirements.

⛳️ Requirements

• Bilingual is essential.

• College Diploma in business administration, law, or immigration is required.

• 1–3 years of experience in a law firm, administrative tribunal, or regulatory body.

• Familiarity with legal and administrative law concepts, principles, and terminology.

• Ability to learn about the College Act, regulations, By-laws, and Code of Professional Conduct.

• Knowledge of ADR methods and their appropriate applications.

• Understanding of, or ability to gain knowledge of, the Canadian immigration system.

• Proficient in office/administrative software, online storage, and case management systems.

• Strong time management and organizational abilities.

• Demonstrated analytical, problem-solving, and judgment skills.

• Capacity to thrive in a fast-paced, evolving environment while showing initiative.

• Strong interpersonal and stakeholder relationship management skills, including de-escalation and ADR engagement techniques.

• Excellent written and verbal communication skills.

• Meticulous attention to detail.

• Tact and discretion when dealing with confidential and sensitive issues.

• Legally authorized to work in Canada.

• The successful candidate will be required to undergo a criminal background check.

🏝️ Benefits

• The College conducts hiring and onboarding processes entirely remotely.

• Health benefits provided from day one for you and your family.

• Access to the Employee and Family Assistance program.

• RRSP matching program available.

• Opportunity to serve the public interest within the immigration and citizenship sector.

• A culture of transparency where team members are included in significant discussions.