SXX-042 | Agent, Agency Monitoring Support

SXX-042 | Agent, Agency Monitoring Support

21 Mar
ADT Security Services

21 Mar

ADT Security Services


Company overview:

ADT is a leading provider of security and automation solutions in Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. More information is available at .

Position summary:

Under the supervision of the Team Manager, Agency & Monitoring Support, the employee monitors and improves the quality of patrol and guard services, consolidates patrol services billing, disputes and claims false alarms with police departments,

conducts activities in order to prevent false alarms and provides administrative support.

Duties and responsabilities:

Perform Quality Monitoring on patrol agencies to ensure quality service levels are met

Act as liaison for questions in regard to the agencies

Maintain and manage keybox responsibilities

Appeal/dispute false alarm fines from various agencies on behalf of the customer within the time allowed as per bylaw.

Validate agency invoices and make any necessary adjustments

Work with analysts from various agencies on dispute decisions as required

Analyze claims/disputes, communicate results with the customer and provide appropriate recommendations

Correct errors in customer files or specification sheets while conducting the various types of research

Manage agencies by indexing, coding and updating information about their rates

Maintain and update ADT Canada agency information

Obtain and study regulations of various municipalities with regard to having a security system (permits, false alarm penalties) and process municipal permit where applicable

Provide from existing approved documentation customer supporting documents related to any bylaw modification

Perform quality control on all analyzed files, notify and recommend measures to reduce false alarms and realize incident reduction opportunities.

Provide support for regional Authorized Agent’s concerning monitoring service inquiries.

Consolidate and validate invoices from outsourced monitoring companies

Carry out all other tasks inherent to the job and/or requested by the immediate supervisor


High School Diploma


Knowledge of Monitoring Station procedures

1 year Experience in a monitoring station, 1 year of experience in Customer service or other equivalent experience

Knowledge of police department procedures and contestation methods (different police departments) is an asset



Excellent oral and written communication skills

Strong customer service focus

Analytical skills

Negotiation skills

Call resolution and de-escalation skills

Ability to conduct research

Effective organizational skills

Time Management

ADT by TELUS provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT by TELUS is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at [email protected] if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.

The original job offer can be found in Kit Job:

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