Bilingual Ombudsman Office Intake Coordinator – ADR Chambers Banking Ombuds Office

Bilingual Ombudsman Office Intake Coordinator – ADR Chambers Banking Ombuds Office

January 23, 2018

Ombudsman Office Intake Coordinator

Job Description:

Banking and Municipal Intake Coordinator

  • Reports to Ombudsman.
  • Responsible for the intake process and information administration for Banking and Municipal Ombudsman programs, and Integrity Commissioner programs.
  • Main point of contact for bank customers (in English and French) and the public for Ombudsman programs and assist with referrals, documents, file openings, etc.
  • Create and update case files in database and case management system.
  • Liaise with staff at banks and municipalities.
  • Manage the electronic and paper filing system for complaints.
  • Mail out letters and reports and sends acknowledgements of any ongoing additional documents to complaint files.
  • Assist with invoicing and dockets.
  • Responsible for sending out, receiving, and storing Complainant Feedback Forms.
  • Responsible for creating weekly, monthly, quarterly reports from database.
  • Assist with Annual Report creation.
  • Responsible for onboarding of any new client
  • Cross train with other team members and employ same methodology to ensure cross-coverage of all business lines.
  • Organize Board meetings and minute taking.
  • Other administrative roles as required.

Key Qualifications, Abilities, and Skills:

  • A minimum of two years’ experience providing intake and complaint handling services.
  • Must be fully bilingual in English and French as role involves oral and written communication with customers across Canada.
  • Strong oral and written communications skills.
  • Call centre/customer complaint service background and expertise.
  • Ability to deal with challenging callers.
  • Database administration and data entry skills.
  • Well-organized and reliable file administrator.
  • High level of computer literacy – must be able to operate Word at an advanced level, use Excel, convert PDF documents, scan documents into databases, learn new digital case management systems; ability to edit web sites would also be useful.
  • Ability to take initiative and operate autonomously.
  • Clear of conflict of interest with respect to participating banks.

Interested Candidates please submit your resume to: Ennia Luccon, Manager at eluccon@adr.ca by Monday January 29, 2018.

Forum of Canadian Ombudsman