Complaint Intake Analyst (Contract)

Engineers and Geoscientists BC is currently searching for a Complaint Intake Analyst to join our team in Burnaby on a contract until June 2025! The Complaint Intake Analyst ( CIA ) will support the complaint intake process by managing the preliminary phase of the complaint intake process from the time at which the complaint or concerns are received through to the time when the file is assigned to a Complaint Intake Officer.

The CIA will assume conduct of the complaints email inbox and will be the front line for phone calls to centralize the handling of complaint inquiries.

This role is part of a collaborative and high-impact team doing rewarding and engaging work. Our organization - one of BC's Top Employers - has value-driven work, an inclusive culture, and a flex day schedule that essentially offers every second Friday off.

RESPONSIBILITIES INCLUDE : Supports the complaint intake process. Receives new complaints and gathers information brought to the attention of Engineers and Geoscientists BC through media or other sources.

Performs a preliminary review of the concerns raised to ascertain whether there are sufficient grounds to open a formal complaint file.

Prepares and sends correspondence to registrants and complainants with respects to concerns. Communicates with registrants and complainants via telephone conversations and email.

Organizes and manages large volumes of information obtained through complaints. Reviews technical reports and other evidence obtained through the intake of complaints to determine if the evidence obtained is sufficient to move forward with the intake process.

Tracks and responds to inquiries submitted to the Complaint Intake team through the complaints email address and phone line.

Collaborates with other Engineers and Geoscientists BC departments and teams to address and resolve concerns. Works alongside the Complaint Intake Manager and the Legal Administrative Assistant to open files in the case management system, and to track and update files with additional information / documentation.

Manages the majority of General Concern files, which relate to matters in which there is insufficient information available to ascertain whether the concern relates to the professional conduct of a registrant.

Other duties as assigned by direct leader and, as appropriate, members of the divisional leadership team. WHO WE ARE LOOKING FOR : The successful applicant will possess the following : A Bachelor’s degree is preferred.

2-3 years of work experience in a professional regulatory body or equivalent, or at a law firm or legal department. Familiarity with a professional regulatory environment or the ability to adapt to such an environment.

Experience with Microsoft Office Products such as Word, Outlook, PowerPoint. Ability to manage large workload and multiple priorities and ability to switch priorities as required.

Excellent communication skills, both written and verbal, and the ability to manage difficult telephone and written communications.

Strong research and analytical skills. WHAT'S IN IT FOR YOU : Each member of our team contributes to public safety in BC and helps us deliver on our vision of modern regulation for a resilient world.

We serve the public as an inclusive, progressive, and future-focused regulator. Our Strategic Plan also places priority on our role to advance climate action, foster equity, diversity and inclusion, and move towards reconciliation with Indigenous peoples.

At Engineers and Geoscientists BC, we are committed to demonstrating our values of collaboration, excellence, integrity, and innovation.

This role offers a competitive compensation and benefits program including a salary of $53,500 - $59,500 annually (pro-rated based on the length of contract).

For contract employees on a short-term contract, we also offer : 8% additional pay in lieu of benefits. 10 vacation days per annum (pro-rated based on the length of contract).

A flex day program offering additional paid days off (usually alternating Fridays) as a result of a compressed work week.

A hybrid work model with an assigned schedule confirming days worked remotely and days worked in-office. This role will be required to work in-office a minimum of 2 days per week during regular business operations.

The required tools, equipment, and technology for employees to work remotely are provided. Free parking is available at the office.

Transit reimbursement is offered to employees who take transit to work; we are centrally located near bus and Skytrain stops.

WHO WE ARE : Engineers and Geoscientists BC is proud to be recognized as one of BC's Top Employers. Engineers and Geoscientists BC regulates and governs these professions under the authority of the Professional Governance Act .

We are charged with protecting the public interest by setting and maintaining high academic, experience, and professional practice standards for over 40,000 registrants.

Individuals licensed by Engineers and Geoscientists BC are the only persons permitted by law to undertake and assume responsibility for engineering and geoscience projects in BC.

We are a not-for-profit organization governed by a board of elected registrants and government appointees. Board is accountable to the public through the Ministry of Post-Secondary Education and Future Skills under the Office of the Superintendent of Professional Governance, for both the governance and management of the organization.

To learn more about our work please visit us at https : / / www.egbc.ca . HP1 Powered by JazzHR