Description:
This position is responsible for providing administration and customer service support to the Administrative Penalty Tribunal (APT) program including preparing and distributing correspondence, processing payments, providing information, and responding to inquiries concerning Region bylaws, legislation, policies, and APT processes and procedures.
MAJOR RESPONSIBILITIES
- Provides information to the public by responding to telephone, electronic, and in-person inquiries concerning Region bylaws, legislation, policies, and APT processes and procedures.
- Provides information on the APT process including how to pay an administrative penalty, options to dispute, time extension requests, accommodation requests, required forms, expected timeframes, website navigation, and general APT information.
- Processes payments including support with the Region's online payment system, payments received through mail, and in-person payments.
- Reviews accommodation requests and provides information and available options to meet identified needs.
- Coordinates the process to address recipients who fail to show up for their screening and/or hearing review including updating the case management system, processing late fees, and preparing and sending correspondence to recipients.
- Coordinates the process to address defaulted penalties including conducting queries in the case management system, developing reports, preparing correspondence, liaising with the Print Shop for mail distribution, and sending defaulted penalties to the Collections team.
- Ensures room set-up for in-person screening and hearing reviews.
QUALIFICATIONS
- Successful completion of a Post Secondary Diploma/Certificate (1 year or more) in Business Administration or Professional Program or related field or approved equivalent combination of education and experience.
- Minimum three (3) years experience providing administration and customer service support in a highly automated office environment including demonstrated legal, court, or adjudicative experience.
- Satisfactory Police Criminal Background Check.
- Demonstrated knowledge of a broad range of applicable legislation, bylaws, and adjudicative procedures as they relate to administrative penalties.
- Demonstrated ability in the Region’s corporate core competencies.
- Good verbal and written communication skills including the ability to listen effectively, to provide a high-quality customer experience.
- Demonstrated ability to effectively resolve customer inquiries and complaints in a courteous, professional, and efficient manner.
- Excellent organizational and multi-tasking skills including the ability to assess priorities, work independently to meet required deadlines with conflicting demands and changing priorities.
- Knowledge of general office procedures including records and information management.
- Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential.
- Intermediate skills in virtual platforms and MS Office Suite.
- Ability to travel to offsite locations, as required.
- Ability to work outside regular business hours, as required.