Position Summary

Reporting to the Supervisor, Registration & Mobility Services, the Registration Services Administrator (RSA) provides superior professional service by serving as the first point of contact for applicants with any inquiries regarding licensure. This position is prepared to answer inquiries from a wide variety of methods, which includes: telephone calls, walk-ins, internet, e-mail and other social media outlets.

The RSA is responsible for acquiring the knowledge of the entire Registration Department and being aware of all on goings within the department. This in-depth knowledge assists in the management of inquiries, detailed and lengthy application assistance, technical support and other specific related services as required. The RSA makes an important contribution to customer satisfaction by having the working depth of knowledge of all areas of APEGA to be able to provide prompt, productive and courteous service to applicants.

Responsibilities Providing guidance on the best course of action for each potential applicant to take based on their individual circumstances and in accordance with the EGP Act, the Labour Mobility Act (Bill 49) and the Professional Governance Act (Bill 23)

Providing assistance in the initial processing of new member applications for registration when required, including updates on applicant statuses

Having a strong working knowledge of APEGA’s software applications including the Competency Based Assessment documentation, and how to discern appropriate vs. inappropriate experience at a high level

Providing knowledge and support to the Registration Department through managing inquiries regarding the application process at APEGA. Inquiries can come in the form of telephone calls, walk-ins, email and other social media outlets Ensuring all answers to membership inquiries are consistent with APEGA’s policies, the Engineering and Geoscience Professions (EGP) Act, and other associated Acts





Maintaining open communication with the Registration, Admissions, and Exams staff to ensure they are up to date with operational volume and outstanding issues

Fulfilling requests, completing transactions (financial and other) and forwarding requests as required, within the mandated timeframe

Becoming aware of the applicant file processing, end-to-end (Registration Departments)

Resolving problems by clarifying issues, researching, and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems

Troubleshooting first-tier technical issues about the application process (this can include eforms, myAPEGA portal, WES assessments, electronic transcripts, website, and other issues)

Meeting quality assurance performance requirements and other key performance metrics

Maintaining orderly filing systems – physical and electronic (EMR - indexing)

Contributing suggestions for process and departmental improvements

Call and email tracking for registration Meeting quality assurance performance requirements and other key performance metrics

Maintaining orderly and correct filing systems – physical and electronic (EMR - indexing)

Contributing suggestions for process and departmental improvements Competencies, Skills & Attributes Competencies Knowledge, Skills & Abilities Core: Exemplifying Integrity

Fostering Communication

Results Orientation

Service Excellence

Teamwork Functional: Adaptability

Analytical Thinking

Attention to Detail

Initiative

Problem Solving Good knowledge of EGP Act,



related governmental Acts and Regulations pertaining to Registration, as well as confidentiality protocols and privacy requirements Ability to interpret, research, and analyze a wide variety of source information and develop recommendations for applicants and potential applicants based on individual circumstances Proficiency in computer applications, databases and software, including Microsoft Office Suite

Professional and exceptional professional service Willingness to learn and troubleshoot

High attention to detail and accuracy

Organizational and time management skills

Excellent communication skills; written and verbal

Practical, analytical and innovative problem-solving skills

Conflict resolution skills

Set priorities and multi-task (answering phone calls while performing tasks) and meet time-sensitive deadlines

Retain large amounts of information

Communicate ideas, project and process concepts with ease and clarity, asking questions if unsure

Work with confidential information Proven ability to work independently with minimal supervision and in a team setting

Ability to adapt to changes in policy, processes and procedures

Ability to self-motivate

Ability to learn and adapt to new databases and programs

Ability to interact in a calm and service-oriented manner during stressful situations Ability to work and collaborate with a diverse group of people to build and maintain strong working relationships with a high degree of demonstrated professionalism Qualifications Post-secondary diploma in a related field 3-4 years of administrative experience in a customer contact setting providing first line inquiry support or services in a professional setting

Experience working with Microsoft Office and/or various databases or systems is required Solid communication and language skills is required Equivalencies may be considered

📌 26-24 Registration Services Administrator (Edmonton)
🏢 Association of Professional Engineers and Geoscientists of Alberta
📍 Edmonton