Tarion is Looking for Early Resolution Officer (Remote) Full Time

Early Resolution Officer (Remote)

Position type: Permanent Full Time
Reports to: New Home Ombuds
Location: Remote, with mandatory attendance at monthly in-person team meetings

The New Home Ombuds Office

The New Home Ombuds office was established in 2008 as an organizational ombuds office for Tarion Corporation. It is an independent, impartial and confidential office that promotes and protects fairness at Tarion. The office receives, investigates and seeks to resolve fairness complaints from homeowners about Tarion’s conduct. The office conducts inquiries to determine whether Tarion has dealt with homeowners fairly and if not, recommends remedy. The office also makes recommendations to address systemic issues.

About Tarion

Tarion is a private corporation established in 1976 to administer the Ontario New Home Warranties Plan Act. Tarion’s role is to ensure that builders honor their warranty obligations, as outlined in the Act. and when necessary, to backstop the builder’s warranties. There are currently Almost 400,000 homes in Ontario under warranty.

The Position

We are currently seeking an additional Early Resolution officer for our staff. This position is responsible for intake and triage of complaints, complaint review and facilitation of early resolution of complaints.

Responsibilities:

• Complete initial intake, review and early resolution of complaints and inquiries, and determine files appropriate for investigation
• Provide advice, guidance and direction on next steps to complainants
• Prepare documents, reports and response letters as required
• Liaise with internal and external stakeholders as required
• Maintain ombuds case records. Record file activity, update files with correspondence and information, and document all verbal and written interactions
• Investigate complaints as directed
• Support the resolution of ombuds complaints as required

Qualifications:

• Conflict resolution training/certification
• 2 – 4 years’ mediation or complaints handling experience
• High attention to detail
• Ability to work with escalated complainants and sensitive complaints matters
• Experience interpreting legislations/regulations.
• Ability to communicate tactfully and diplomatically and maintain strict confidentiality and a high degree of professionalism
• Strong active listening skills
• Strong plain language writing skills
• Problem solving and negotiation skills
• Dedicated fairness mind set and team player orientation
• Strong computer skills (MS Office)
• Ability to balance multiple priorities in a dynamic environment
• Interest in and commitment to continuous learning
• Knowledge of Ontario new home construction industry and Ontario New Home Warranties Plan Act is an asset

If you are a person with a disability and have questions or would like help with your application, please contact a member of the Human Resources Department.

Application Submission and Deadline:

Please submit a covering letter and resume no later than February 24, 2023 to
Jill Moriarty, New Home Ombuds

Post : New Home Ombuds Office

1655 Dupont Street, suite 101
Toronto, ON M3P 3T1

Fax: (416) 229-3852

Job Types: Full-time, Permanent

Benefits:

• Automobile allowance
• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• DCS / DEC (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: Remote