Role Responsibilities

Reporting to the Supervisor, Client Resolution Unit, this position works within the existing relevant policies and procedures within Alberta Student Aid and the ministry/GOA, 
 

The Client Resolution Specialist plays an integral role in Alberta Student Aid's program delivery. This position resolves escalated student issues and provides consultative advice and expertise to service delivery partners, students, and internal and external stakeholders to ensure consistent interpretation of Alberta Student Aid's legislation, regulations, policies, systems and programs. The Specialist tracks issues over time to identify trends and makes proactive recommendations that can affect the decision making of senior management and directors as well as program policy or operational process, to prevent issues from recurring.
 

The role of Client Resolution Specialist performs the following tasks and responsibilities:
 

• Clarifies the nature of issues, concerns, or complaints received from multiple sources (e.g., directly from students, escalated via a third-party service provider Alberta Student Aid Service Centre and the National Student Loan Service Centre (NSLSC), post-secondary institutions, and department executives).
• Investigates, researches, and analyzes each client issue, including detailed file reviews, consultation with internal or external stakeholders, review other responses prepared by sector representatives, or communication with the student or institution for additional information.
• Identifies new information or changes to student/client circumstances contained in correspondence or appeal submissions and determine whether situations warrant re-assessment, request for review, or other action based on thorough investigation of circumstances.
• Identifies the best resolution strategy based on research, related factors, and interpretation of existing legislation and policies and directs other business units accordingly.
• Responds directly to students, and other relevant parties to communicate and enact the resolution strategy; this includes requesting action by staff in other units to resolve the issue.
• Maintains communication with the student or referral source throughout the issue resolution process.
• Identifies trends observed in one's caseload that might impact operational or strategic policy (e.g., several calls are coming from a particular student or stakeholder subgroup reporting similar issues) for the Supervisor to take forward for review and action.
• Proactively communicates issues to the appropriate ministry staff and recommends actions to expedite issue resolution.
• Contributes expertise to projects and committees as assigned by the Supervisor.
• Composes correspondence in response to inquiries and issues raised, explaining relevant policies, guidelines, processes, and results of assessments and re-assessments as required.
• Provides program expertise and advice requiring in-depth interpretation of policies, processes and systems to third-party contractors and external stakeholders (e.g., clarity on program requirements, navigating SFS).
• Research, action and draft responses to action requests and briefings in line with existing timelines and standards.

Please click on this link  to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• System Thinking – Capacity to understand the potential ramifications of decisions and recommendations and that results achieved can have a substantial and significant impact on Student Aid's political position political environment and risks when considering possible actions.
• Creative Problem Solving - Assesses and evaluates information requirements of post-secondary schools, in collaboration with Ministry coordinators as appropriate; accomplished through regular issue resolution meetings and discussions.
• Agility - Presents controversial changes, and must be able to handle controversial issues and emotionally charged audiences and deescalate issues.
• Develop Networks - Builds relationships by following through on commitments, demonstrating integrity and respect for others; informs key stakeholders of relevant information in a timely manner; seeks and applies the perspectives and needs of colleagues, and stakeholders.

Qualifications

Required:
 

• University graduation in a related field; no experience required; or equivalent as described below

Equivalency: 

Directly related education or experience considered on the basis of: 

• 1 year of education for 1 year of experience; or 
• 1 year of experience for 1 year of education

Assets:

• Experience with front line customer service and program delivery is an asset.
• Thorough knowledge of and ability to apply knowledge of all Alberta Student Aid federal and provincial program requirements, including relevant legislation, policies, criteria, processes, and guidelines (i.e. Canada Student Loans Act; Canada Student Financial Assistance Act; Student Financial Assistance Act and Regulations; Canada Student Loan Policy and Procedures Manual; Assessing Guidelines).
• Knowledge of other GOA or federal programs that the client may be accessing, and knowledge of how that program may interact with Alberta Student Aid and how to refer a client to said program if they are not eligible for ASA (Alberta Works, Scholarships etc.).
• Ability to effectively use relevant information systems (i.e. Student Finance System,  PAPRS; 1GX, Galaxy, & ARTS) and software tools (i.e. Microsoft 365 applications; Adobe Acrobat; internet; InDesign; SharePoint; and Captivate).
• Knowledge of FOIP to ensure compliance when dealing with client information.
• Advanced conflict resolution skills to de-escalate highly emotional situations are essential.
• Ability to interpret policies and procedures in plain language terms suitable for their audience
• Ability to interpret student documentation/requests and ensure that the appropriate action is taken to fulfill the student's request accurately

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Additional Position Details:
 

• This is one (1) permanent, full-time position working 36.25 hours per week, Monday to Friday.
• This position is based in Edmonton. We require you to attach a Cover Letter with your application explaining your qualification and suitability for this role.         

Recruitment Process:
 

• The final candidate for this position will be asked to undergo pre-employment checks (including a criminal record check).
• Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

Links and information on what the GoA have to offer to prospective employees.
 

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.