Specialist, Intake and Resolutions / Spécialiste, réception et règlement des plaintes

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About the College of Immigration and Citizenship Consultants (the College)

The College is the authority mandated by the Government of Canada to regulate the practice of Regulated Canadian Immigration Consultants (RCICs) and Regulated International Student Immigration Advisors (RISIAs). Its role, authority and powers are established in the College of Immigration and Citizenship Consultants Act (Canada). The College sets and enforces the licensing, education and ethical standards of the profession in the public interest.

Industry Self-Regulatory Organization (SRO)

JOB TITLE: Specialist, Intake and Resolutions

Department: Professional Conduct

Reports to: Supervisor, Early Resolution

Language Requirement: Bilingual Imperative

Location: Canada

Classification: Permanent Full-time

Why join us?

Do you want to be part of a team that strives to enhance and uphold Canada’s immigration and citizenship consulting profession? If you share our passion and purpose, please consider applying for the opportunity below to become part of a team that makes a difference.

How will this role support our team?

The Specialist, Intake and Resolutions reviews, analyzes, and makes recommendations regarding cases as they relate to the professional obligations of licensees. Where appropriate, the incumbent provides supporting documentation for cases referred to the Complaints Committee. The incumbent facilitates the resolution of certain cases in accordance with applicable policies and procedures.

Responsibilities Include (but are not limited to)

Receive and review cases to:

Gather additional information from complainants and licensees for preliminary review, if needed.

Analyze information and identify issues as they relate to the professional obligations of licensees.

Provide recommendations to the supervisor based on risk assessment and analysis of the cases.

Perform alternate dispute resolution (ADR) to resolve cases referred to the early resolution (ER) stream in accordance with applicable policies and procedures.

Engage with complainants and licensees to provide education on the process, and the applicable sections of the Codes, By-laws and regulations relevant to the cases.

Identify Unauthorized Practitioners (UAPs) and share information with Professional Conduct Department members for follow-up.

Summarize cases and provide supporting case documentation for those directed to the Complaints Committee. Prepare required documentation including triage memorandum and the completed risk assessment worksheet.

Attend Complaints Committee meetings as required and take minutes.

Present cases to the Complaints Committee through written summaries and oral presentation of cases during the meetings.

Communicate with participants to the case to collect additional supporting documentation and/or to perform assessments of the case as required by the supervisor and/or Complaints Committee.

Facilitate the resolution of cases.

Draft Settlement Agreements and finalize with the parties.

Prepare documentation of Committee decisions (e.g., closing letter with reasons for decision, referrals, and letters of appointment).

Summarize issues, information, and decisions, and incorporate relevant content from regulations, By-laws, and the Code of Conduct.

Maintain case files and documentation, per Department processes.

Acquire and maintain knowledge of the College’s policies, regulations, and strategies, and keep up to date with relevant developments, applicable legislation, trends and best practices.

Collaborate with internal stakeholders to ensure the College meets and delivers on its legislative compliance requirements without delay.

This role will support our team by providing

Time management and organizational skills to keep track of deadlines and a high volume of case documents and materials.

Analytical, problem-solving and judgement to identify issues in cases, mitigate risk and work towards an appropriate solution.

Flexibility to work in a fast-paced changing environment as a collaborative team player who demonstrates initiative.

Interpersonal and stakeholder relationship management skills to interact professionally and respectfully with stakeholders, de-escalate where necessary, and engage in ADR.

Written and verbal communication skills to prepare and explain detailed case documentation.

Attention to detail to ensure accuracy and completeness of documents/materials.

Tact and discretion to work on and communicate confidential and sensitive matters with stakeholders (e.g., complainants, licensees, Immigration, Refugees and Citizenship [IRCC ] ).

Required Education and Experience

College Diploma in business administration, law, or immigration.

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

Knowledge of legal and administrative law concepts, principles, and terminology as well as the ability to acquire knowledge of the College Act, regulations, By-laws, and Code of Professional Conduct.

Knowledge of ADR techniques and appropriate application.

Knowledge of, or ability to acquire knowledge of the Canadian immigration system.

Knowledge of office/administrative software, online storage and case management systems.

What We Offer

The College hires and onboards 100% remotely

The opportunity to protect the public interest within the immigration and citizenship sector

A culture of transparency, where team members are involved in important conversations

Health benefits from day one for you and your family

Access to the Employee and Family Assistance program

RRSP match

How to Apply

Click here to upload your resume and brief cover letter indicating why you feel you are fit for this role.

Your personal information is collected and used by the College when you apply for employment with the College. Please read the College’s Privacy Notice for more information regarding its privacy practices.

The College is an equal opportunity employer. We welcome applications from persons legally entitled to work in Canada, who represent the diversity of our nation, and whose qualifications meet the skills and experiences we seek. We are committed to providing equal opportunities to all candidates and to meeting the needs of people with disabilities. Should you be contacted regarding an employment opportunity and require an accommodation for a disability, we will be pleased to work with you to identify how we can best support you through this process.

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

While we thank all applicants for their interest, only those identified for further consideration will be contacted.

À propos du Collège des consultants en immigration et en citoyenneté (le Collège)

Le Collège est l’autorité mandatée par le gouvernement du Canada pour réglementer la pratique des consultants réglementés en immigration canadienne (CRIC) et des conseillers réglementés en immigration pour étudiants étrangers (CRIEE). Son rôle et ses pouvoirs sont établis dans la Loi sur le Collège des consultants en immigration et en citoyenneté (Canada). Le Collège établit les normes de la profession en matière de délivrance de permis, de formation et d’éthique et veille à leur application dans l’intérêt public.

Secteur Organisme d’autoréglementation (OAR)

TITRE DU POSTE : Spécialiste, réception et règlement des plaintes

Service : Conduite professionnelle

Supérieur immédiat : Superviseure, règlement rapide

Exigences linguistiques : Bilinguisme essentiel

Lieu : Canada

Classification : Poste permanent à temps plein

Pourquoi vous joindre à nous?

Souhaitez-vous faire partie d’une équipe qui a à cœur de renforcer et de soutenir la profession de consultant en immigration et en citoyenneté? Si vous partagez notre passion et notre objectif, posez votre candidature ci-dessou