26-24 Registration Services Administrator

APEGA•Edmonton, AB

13d

About The Position

APEGA is seeking energetic individuals to join their dynamic, fast-paced, and challenging environment. The Registration Services Administrator (RSA) will serve as the primary point of contact for applicants seeking information about licensure, handling inquiries via telephone, walk-ins, internet, email, and social media. This role requires comprehensive knowledge of the Registration Department's operations to effectively manage inquiries, provide application assistance, offer technical support, and ensure prompt, efficient, and courteous service to applicants, contributing significantly to customer satisfaction. The position emphasizes integrity, accountability, and innovation in serving the community and upholding public safety.

Requirements

Post-secondary diploma in a related field
3-4 years of administrative experience in a customer contact setting providing first line inquiry support or services in a professional setting
Experience working with Microsoft Office and/or various databases or systems is required
Strong communication and language skills is required
Good knowledge of EGP Act, related governmental Acts and Regulations pertaining to Registration, as well as confidentiality protocols and privacy requirements
Ability to interpret, research, and analyze a wide variety of source information and develop recommendations for applicants and potential applicants based on individual circumstances
Proficiency in computer applications, databases and software, including Microsoft Office Suite
Professional and exceptional professional service
Willingness to learn and troubleshoot
High attention to detail and accuracy
Organizational and time management skills
Excellent communication skills; written and verbal
Practical, analytical and innovative problem-solving skills
Conflict resolution skills
Set priorities and multi-task (answering phone calls while performing tasks) and meet time-sensitive deadlines
Retain large amounts of information
Communicate ideas, project and process concepts with ease and clarity, asking questions if unsure
Work with confidential information
Proven ability to work independently with minimal supervision and in a team setting
Ability to adapt to changes in policy, processes and procedures
Ability to self-motivate
Ability to learn and adapt to new databases and programs
Ability to interact in a calm and service-oriented manner during stressful situations
Ability to work and collaborate with a diverse group of people to build and maintain strong working relationships with a high degree of demonstrated professionalism

Nice To Haves

Equivalencies may be considered
We acknowledge all candidates working in their area of expertise may build their knowledge, skills, and competencies in several ways. We welcome candidates from a breadth of backgrounds, who may have equivalent skills and competencies to the ones listed above. There may be APEGA positions posted that have specific regulatory requirements, and in keeping with those requirements, APEGA will follow the guidelines that we are bound by. All candidates are considered with the objective to enhance APEGA’s people and culture.

Responsibilities

Providing guidance on the best course of action for each potential applicant to take based on their individual circumstances and in accordance with the EGP Act, the Labour Mobility Act (Bill 49) and the Professional Governance Act (Bill 23)
Providing assistance in the initial processing of new member applications for registration when required, including updates on applicant statuses
Having a strong working knowledge of APEGA’s software applications including the Competency Based Assessment documentation, and how to discern appropriate vs. inappropriate experience at a high level
Providing knowledge and support to the Registration Department through managing inquiries regarding the application process at APEGA. Inquiries can come in the form of telephone calls, walk-ins, email and other social media outlets
Ensuring all answers to membership inquiries are consistent with APEGA’s policies, the Engineering and Geoscience Professions (EGP) Act, and other associated Acts
Maintaining open communication with the Registration, Admissions, and Exams staff to ensure they are up to date with operational volume and outstanding issues
Fulfilling requests, completing transactions (financial and other) and forwarding requests as required, within the mandated timeframe
Becoming aware of the applicant file processing, end-to-end (Registration Departments)
Resolving problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems
Troubleshooting first-tier technical issues about the application process (this can include eforms, myAPEGA portal, WES assessments, electronic transcripts, website, and other issues)
Meeting quality assurance performance requirements and other key performance metrics
Maintaining orderly filing systems – physical and electronic (EMR - indexing)
Contributing suggestions for process and departmental improvements
Call and email tracking for registration
Meeting quality assurance performance requirements and other key performance metrics
Maintaining orderly and correct filing systems – physical and electronic (EMR - indexing)
Contributing suggestions for process and departmental improvements