Want to be part of a team that makes a difference? Come be part of the change.
Since 1920, APEGA has been regulating the practices of engineering and geoscience to serve the public interest in Alberta.
We are looking for energetic people who thrive in a dynamic, fast-paced, and challenging environment. You are committed to serving the community with integrity, accountability, and innovation, and capable of delivering exceptional service. If you reflect these values, have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety – then come be a part of our diverse and inclusive team!
Position Summary
Reporting to the Supervisor, Registration & Mobility Services, the Registration Services Administrator (RSA) provides superior professional service by serving as the first point of contact for applicants with any inquiries regarding licensure. This position is prepared to answer inquiries from a wide variety of methods, which includes: telephone calls, walk-ins, internet, e-mail and other social media outlets.
The RSA is responsible for acquiring the knowledge of the entire Registration Department and being aware of all on goings within the department. This in-depth knowledge assists in the management of inquiries, detailed and lengthy application assistance, technical support and other specific related services as required.
The RSA makes an important contribution to customer satisfaction by having the working depth of knowledge of all areas of APEGA to be able to provide prompt, efficient and courteous service to applicants.
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
Competencies, Skills & Attributes
Competencies Knowledge, Skills & Abilities
Core:
- Exemplifying Integrity
- Fostering Communication
- Results Orientation
- Service Excellence
- Teamwork
Functional:
- Adaptability
- Analytical Thinking
- Attention to Detail
- Initiative
- Problem Solving
- 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
Qualifications
- 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
- Equivalencies may be considered
Closing Date: Until successful candidate is found
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.
If you are interested in this position, please submit your cover letter and resume directly through our company website (https://www.apega.ca/about-apega/apega-careers).
Thank you for your interest in APEGA.
Only those candidates selected for interviews will be contacted.
