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

College of Immigration and Citizenship Consultants

3d • Remote

About The Position

The Specialist, Intake and Resolutions works in the Professional Conduct Department of the College of Immigration and Citizenship Consultants, the Government of Canada-mandated regulator of Regulated Canadian Immigration Consultants and Regulated International Student Immigration Advisors. The role reviews and analyzes cases concerning licensees’ professional obligations, makes recommendations based on risk assessment, and provides supporting documentation for cases referred to the Complaints Committee where appropriate. The incumbent also facilitates resolution of cases assigned to the early resolution stream in accordance with applicable policies and procedures.

The position involves communicating with complainants, licensees, Committee members, and internal stakeholders; preparing case assessments, summaries, minutes, settlement agreements, and decision documents; and maintaining accurate case files. The Specialist is expected to keep current with the College’s policies, regulations, strategies, legislation, trends, and relevant best practices, and to support timely legislative compliance. The role is a 12-month contract, based in Canada, with the College’s hiring and onboarding conducted fully remotely. The language requirement is bilingual non-imperative.

Requirements

• 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, and ability to acquire knowledge of the College Act, regulations, By-laws, and Code of Professional Conduct.
• Knowledge of alternative dispute resolution techniques and their appropriate application.
• Knowledge of the Canadian immigration system, or ability to acquire that knowledge.
• Knowledge of office or administrative software, online storage, and case management systems.
• Time-management and organizational skills to manage deadlines and a high volume of case documents and materials.
• Analytical, problem-solving, and judgment skills to identify case issues, mitigate risk, and work toward appropriate solutions.
• Flexibility to work in a fast-paced, changing environment, with teamwork and initiative.
• Interpersonal and stakeholder relationship-management skills, including professional and respectful communication, de-escalation, and engagement in alternative dispute resolution.
• Written and verbal communication skills for preparing and explaining detailed case documentation.
• Attention to detail to ensure documents and materials are accurate and complete.
• Tact and discretion when handling confidential and sensitive matters with stakeholders, including complainants, licensees, and IRCC.
• Bilingual language capability is listed as non-imperative.

Responsibilities

• Receive and review cases, gathering additional information from complainants and licensees for preliminary review when needed.
• Analyze case information and identify issues relating to licensees’ professional obligations.
• Provide recommendations to the supervisor based on risk assessment and case analysis.
• Conduct alternative dispute resolution for cases assigned to the early resolution stream, in accordance with applicable policies and procedures.
• Explain the process and relevant provisions of the Codes, By-laws, and regulations to complainants and licensees.
• Identify unauthorized practitioners and share information with Professional Conduct Department members for follow-up.
• Summarize cases and provide supporting documentation for matters directed to the Complaints Committee.
• Prepare required case documents, including triage memoranda and completed risk assessment worksheets.
• Attend Complaints Committee meetings as required and take minutes.
• Present cases to the Complaints Committee through written summaries and oral presentations.
• Communicate with case participants to obtain supporting documentation or complete assessments as directed by the supervisor or Complaints Committee.
• Facilitate case resolution, draft settlement agreements, and finalize agreements with the parties.
• Prepare documents reflecting Committee decisions, such as closing letters with reasons, referrals, and letters of appointment.
• Summarize issues, information, and decisions, incorporating relevant material from regulations, By-laws, and the Code of Conduct.
• Maintain case files and documentation in accordance with Department processes.
• Acquire and maintain knowledge of College policies, regulations, and strategies, and stay current with relevant developments, legislation, trends, and best practices.
• Collaborate with internal stakeholders to help ensure the College meets its legislative compliance requirements without delay.

Benefits

• Health benefits from day one for the employee and family.
• Access to the Employee and Family Assistance Program.
• Fully remote hiring and onboarding.
• Opportunity to protect the public interest in the immigration and citizenship sector.
• A transparent culture in which team members are involved in important conversations.

What This Job Offers

• Career Level: Entry Level
• Education Level: Associate degree