Complaint Intake Analyst

Engineers and Geoscientists BC•Burnaby, BC

2d•Onsite

About The Position

Engineers and Geoscientists BC is currently searching for a Complaint Intake Analyst to join our team in Burnaby! The Complaint Intake Analyst (“CIA”) will administer the complaint intake process by managing the preliminary phase of the complaint intake process from the time at which the complaint or concerns are received through to the time when the file is assigned to a Complaint Intake Officer. The CIA is responsible for the complaints email inbox and will be the front line for written correspondence and phone calls to centralize the handling of complaint inquiries. This role is part of a collaborative and high-impact team doing rewarding and engaging work. Our organization - one of BC's Top Employers - has value-driven work, an inclusive culture, and a flex day schedule that essentially offers every second Friday off.

Requirements

Completion of a paralegal certificate/diploma program is an asset; Bachelor's degree is preferred.
2-3 years of work experience in a professional regulatory body or equivalent, or at a law firm or legal department.
Familiarity with a professional regulatory environment or the ability to adapt to such an environment.
Experience handling incoming complaints or correspondence from the public in a professional or customer service environment.
Experience with Microsoft Office Products such as Word, Outlook, and PowerPoint.
Ability to manage large workload and multiple priorities and ability to switch priorities as required.
Excellent communication skills, both written and verbal, and the ability to manage difficult telephone and written communications.
Strong research and analytical skills.

Nice To Haves

Completion of a paralegal certificate/diploma program is an asset
Bachelor's degree is preferred

Responsibilities

Administers the complaint intake processes for preliminary complaint files.
Receives new complaints and gathers information brought to the attention of Engineers and Geoscientists BC through media or other sources.
Performs a preliminary analysis and triage assessments of the concerns and the supporting evidence to ascertain whether there are sufficient grounds to open a formal complaint file.
Drafts and sends official or formal correspondence to registrants and complainants with respect to complaint submissions.
Communicates with registrants and complainants via telephone conversations and emails and maintains professional communications with difficult individuals.
Provides advice and information to prospective complainants and the public regarding the complaint process.
Organizes and manages large volumes of information obtained through complaints.
Reviews technical reports and other evidence obtained through the intake of complaints to determine if the evidence obtained is sufficient to move forward with the intake process.
Manages a "bring forward" system to track complaint files and issue reminders and updates to involved parties.
Ensures accuracy and timely updates within the internal complaint tracking database.
Manages the majority of preliminary complaint files, which relate to matters in which there is insufficient information available to ascertain whether the concern relates to the professional conduct of a registrant.
Analyzes information available and researches past precedents to make informed recommendations.
Works alongside the Complaint Intake Manager and the Legal Administrative Assistant to open and close files in the case management system, and to update files with additional information/documentation.
Tracks and responds to inquiries submitted to the Complaint Intake team through the complaints email address and phone line.
Collaborates with other Engineers and Geoscientists BC departments and teams to address and resolve concerns.
Other duties as assigned by direct leader and, as appropriate, members of the departmental leadership team.