| Industry | Legal | Reference # | 1133 |
|---|---|---|---|
| Location | Toronto | Experience | 2 Years |
| Salary | $40,000 - $41,000 | Education | College or University |
| Status | Permanent | Contact |
JOB PURPOSE:
The Complaints Services Administrator is responsible for providing bilingual
administrative support to the Complaints Services unit in the Client Service
Centre. This includes opening and administration of complaints files, tracking
and logging information in departmental file systems and databases, and
development of a range of documentation and correspondence.
PRIMARY RESPONSIBILITIES:
Client Service Delivery
Provides administrative support to Complaints Services related to the
prioritization,
development and processing of complaints.
Receives and sorts incoming mail, identifying and prioritizing letters of
complaint, and completing preliminary case file preparation, including
historical searches and data entry requirements.
Forwards case files to Complaints Services staff, and prepares a range of
documentation and correspondence on the direction of the Manager, Counsel and/or
Complaints Services Representatives.
Forwards case files to other departments within the company (Intake,
Complaints Resolution, and Investigations) as required, and responds to internal
(and potentially external) inquiries related to the status of complaints files.
Tracks and logs case file information on company databases.
Provides administrative support to the Complaints Services department,
including, but not limited to, ordering department supplies, documenting
correspondence and meeting minutes, and completion of filing and related
activities.
Provides back up to other Complaints Services staff as required, particularly
during cyclical periods of peak volumes of work, and covering the Membership
Services window during departmental meetings.
Team Membership
Works effectively with other members of the Client Service Centre team.
Contributes to team processes, including prioritizing and coordinating work,
exchanging information, and developing effective workflow processes.
QUALIFICATIONS REQUIRED:
The minimum level of education required to fulfill the core requirements of
this position is a college diploma or equivalent.
1 to 3 years administrative experience, with varied written communications
responsibility, in support of a high volume, front line service department.
This position is a designated bilingual position therefore the successful
candidate must have the ability to write and speak clearly and effectively in
French and English.
Knowledge of the rules, regulations and guidelines of Complaints Services,
particularly requirements for case file history, documentation and
correspondence.
Demonstrated organizational and administrative skills in order to prioritize
activities and assignments, and to provide effective relief and back up to other
Complaints Services staff.
Proficiency in word processing (WORD), spreadsheets (EXCEL) and database
software (AS400).
Ability to plan and conduct on line and paper file historical searches across
multiple databases.
Clear, concise and articulate communication skills to effectively respond to
the needs of staff and internal clients.
Well developed written communication skills in order to develop a range of
correspondence and documentation.
REQUIRED COMPETENCIES INCLUDE:
Customer Service Orientation:
Professionalism:
Maintains a professional, composed manner when interacting with internal and
external customers. Holds emotions in check, and does not take negative comments
or insults personally.
Timeliness and Accuracy of Responses - Provides information, advice and guidance
in a timely and efficient manner. Ensures that all responses are currently
accurate.
Team Skills:
Team Process Skills Effective Team Member - Is flexible and adaptive in
response to changing team needs. Shares knowledge and expertise with the team,
seeks the views of others, and promotes consensus decision making.
Orientation for Excellence:
Continuous Process / Service Improvement Orientation - Consistently and
productively challenges the status quo in order to improve, enhance and broaden
organizational processes and services.
Flexibility of Approach for Changing Circumstances - Responds quickly and
appropriately under a variety of situations or rapid change. Modifies approach
and/or processes in response to changing circumstances.
Personal Integrity - Demonstrates soundness of moral principle and good
character especially in relationship to truth and fair dealing, uprightness,
honesty and sincerity.
Interpersonal Skills:
Cultural Sensitivity - Values societal and cultural diversity, and
demonstrates awareness and sensitivity in policy, attitude and practice.
Active Listening and Probing for Meaning - Asks open ended questions, and seeks
additional information and clarification. Provides feedback in order to ensure
understanding.
A few reasons why its great to work for this company:
Great opportunity for advancement
FULL benefits
Employee-first approach
If you are qualified and interested in this role, please apply today!
Apply
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