Client Resolution Specialist (69614)
Client Resolution Specialist (69614)
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Job Description
Job Information
Job Title:Client Resolution Specialist
Job Requisition ID:69614
Ministry:Advanced Education
Location:Edmonton
Full or PartTime:Full Time
Hours of Work:36.25hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: May 5 2025
Classification: Program Services 2
Salary: $2345.14 to $3076.28 biweekly ($61208 $80290 /year)
The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity inclusion and innovation are valued and supported. For more information on diversity and inclusion please visit: Education supports Albertans by providing the education and training opportunities they need to prepare for the workforce. This is accomplished by: approving programs of study; funding public postsecondary schools and other adult learning providers; providing financial aid for learners; registering and certifying apprentices; and supporting academic research and innovation.
Programs and services are driven by 3 outcomes: (1) Adult learning opportunities are accessible and affordable for all Albertans; (2) Highquality education skills development and research make a positive contribution to Albertas economy society culture and environment; and (3) The adult learning system is accountable and coordinated.
For more information on the Ministry of Advanced Education please visit: 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 Aids 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 Aids 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 thirdparty service provider Alberta Student Aid Service Centre and the National Student Loan Service Centre (NSLSC) postsecondary 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 reassessment 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 ones 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 reassessments as required.
- Provides program expertise and advice requiring indepth interpretation of policies processes and systems to thirdparty 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 thislinkto 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.
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 deescalate 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 students request accurately
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to
Additional Position Details:
- This is one (1) permanent fulltime 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 preemployment 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. Outofprovince 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 Service Pension Plan (PSPP) .
- Alberta Public Service Benefit Information learning and development Alberta Public Service Careers tool .
- Positive workplace culture and worklife 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.
How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements including education experience and relevant examples of required competencies.
Candidates are required to apply for a job online. Please visit for more information. Please visit Recruitment Principles for more information.
It is recommended applicants who have completed postsecondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)( or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information ( is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.
Closing Statement
This competition may be used to fill future vacancies across the Government of Alberta at the same or lower classification level.
We thank all applicants for their interest. All applications will be reviewed to determine which candidates qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting or require an accommodation during the recruitment process please contact Annie Oa at .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
