Review & Resolution Officer- Long Term Contract ( 18 Months)

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
Our Compliance Services Office is seeking a Review & Resolution Officer for a Contract upto 18 months to provide exceptional service that promotes compliance with rules and regulations when reviewing and resolving disputes involving customers who have received a violation notice under the Administrative Fees program for offences involving designated fare, parking, and other by-law offences.

• Please note that this is Contract role up to 18 months*

What will I be doing?

• Obtaining information from the issuing officer and other appropriate sources to help determine proper courses of action.
• Works with external agencies (e.g. Provincial Offences Courts, case management system vendor, collection agency).
• Provides case management assistance and select training to Customer Protective Services staff.
• Investigating circumstances raised by customers to determine the validity of the charge, which may include complex review fare payment transaction systems.
• Developing comprehensive reports that detail resolution decisions on a daily, monthly and annual basis, and are appropriate for presentation in hearing(s) and/or Court proceedings.
• Delivering exceptional customer-service with a high degree of ethical and professional acumen, while maintaining high standards of consistent by-law application and review.
• Acting as the Board-appointed “Screening Officer” pursuant to the provision of the Metrolinx Act, 2006 and the Administrative Fees Regulation made under that Act, conduct screening of charges and violation notices under the administrative fees program.
• Serving as the first level adjudicative and dispute resolution officer.
• Collects and reports on data to assist in the development and revision of policies, and, key performance indicators.
• Prepares decision documents related to administrative review (screening) of fare, parking, and other by-law offences.
• Reviews, accepts or rejects material/applications from customers/public, ensuring all criteria have been met for an administrative review (screening).
• Assists in the creation of program-related documents, policies and procedures, as required.
• Handling all customer contact and/or registered vehicle owner disputes and administrative reviews in a judicious manner that exemplifies procedural fairness.
• Effectively and thoughtfully resolves disputes based upon approved policies with GO Transit customers involving matters under the Administrative Fees by-law and corporate by-laws (e.g. designated fare and parking offences and other by-law offences), including:
• Works with all staff levels in the process of ensuring the integrity of the proof-of-payment system (e.g. station operations, enforcement officers, internal audit, revenue accounting, general accounting, and Presto).

What Skills and Qualifications Do I Need?

• Specialized training in Alternative Dispute Resolution and Mediation would be considered an asset.
• Ability to work in a judicial and customer service environment including knowledge of current issues and knowledge of conflict resolution techniques as it pertains to difficult customer interactions related to parking tickets, Notices of Violations and Provincial Offences.
• Minimum four (4) years’ experience in Law Enforcement or a Legal field with particular emphasis on resolving disputes and providing excellent customer service.
• Strong analytical, problem solving, tact, diplomacy, and negotiation skills required to investigate and resolve customer disputes relating to violation notices and parking offences and interpret applicable legislation in an impartial manner.
• Completion of a diploma in Police Foundations, Paralegal Studies, or a related discipline or a combination of education, training and experience deemed equivalent.

You Must Also Have

• Must be proficient in MS Office (Outlook, Word, Excel, PowerPoint, etc. ), management information systems, and databases.
• Strong organizational skills and the ability to handle multiple tasks and priorities.
• Ability to work cooperatively as an effective team member.
• NOTE: Incumbent may be exposed to confrontational and unpleasant situations when resolving front-line, customer-facing disputes.
• Knowledge of information/records management and records management systems.
• Ability to work independently with minimal supervision and under time constraints.
• Excellent interpersonal skills with the ability to communicate effectively, both orally and in writing, at all organizational levels.
• Ability to exercise independent judgement, diplomacy and discretion dealing with legal matters.
• Ability to perform duties with minimal supervision in a fast past environment.
• Exceptional interpersonal, public relations, and communication skills (verbal/written/presentation) required to resolve highly dynamic, high volume disputes involving matters under the Administrative Fees by-law.
• Ability to prepare detailed correspondence, summaries, statements, and documentation requiring the interpretation and application of a wide range of administrative/ and reconciliation of all monetary adjustments relating to review outcomes.
• Ability to set up manual and computerized filing systems.

Don’t Meet Every Requirement?
If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation
We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email [email protected] .
Application Process
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.