Review & Resolution Officer

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

We are looking for a Review & Resolution Officer to provide exceptional customer service that promotes compliance with rules and regulations when reviewing and resolving disputes. This role involving customers who have received a violation notice under the Administrative Fees program for offences involving designated fare and parking regulations.

What will I be doing?

• Makes decisions on whether to vary, affirm, cancel administrative fee amounts and/or extend time to pay administrative fees in accordance with Metrolinx by-laws and associated policies and procedures and guidelines. Effectively communicates review decisions to customers in accordance with Metrolinx by-laws, policies and procedures
• Reviews, accepts or rejects material/applications from the public ensuring all criteria have been met in order to resolve a customer’s dispute while applying effective alternate dispute strategies based on approved policies
• Resolves all customer disputes and administrative reviews in a judicious and expeditious manner with professionalism, acts with integrity and honesty and ensures procedural fairness, exercising decision-making authority and discretion fairly and reasonably and in accordance with legislation, policies and procedures
• Delivering exceptional customer service with a high degree of ethical and professional acumen, while maintaining high standards of consistent by-law application and review
• Maintains the case management system by ensuring that ticket profiles contain accurate and detailed notes of the screening officer’s investigation, decision, resolution outcomes and supporting documents.
• Conducts investigations in relation to complaints, inquiries and screening requests. For instance, investigations of fare media systems (PRESTO SP Web, SharePoint, Power BI Reports, Bytemark) and Metrolinx databases (RTSI Operations Dashboard, Reserved Parking Database, System Maps, Facility Utilization Diagrams) to determine validity of charges
• Educates and provide information to the public concerning Metrolinx fare and parking processes/programs, Metrolinx by-laws, policies, regulations and the Administrative Fees Program process and procedures
• Supports the Prosecution unit, as required, in prosecuting charges before the Ontario Court of Justice. This includes attending the Ontario Court of Justice to facilitate early resolution discussions with defendants using effective alternative dispute strategies to reach resolution outcomes
• Develops and delivers new and refresher training/presentations to various members within the Division including but not limited to newly hired Officers, Operational Managers, as well as various stakeholders/business partners within Metrolinx
• Maintains consistent resolution of matters by reviewing customers’ records on various corporate record management systems and the provincial court database (ICON), and framing decisions in accordance with approved guidelines, corporate by-laws, and provincial legislation for all administrative violations
• Other duties as assigned

What Skills and Qualifications Do I Need?

• Completion of a post-secondary diploma in Paralegal Studies, Court and Tribunal Agent Program or Law Clerk or a related discipline or a combination of education, training and experience deemed equivalent.
• Minimum four (4) years’ experience in interpreting and applying legislation, by-laws, policies, regulations and/or Administrative Fees Program process and procedures and experience resolving disputes and providing excellent customer service
• Certifications or Designations: A P1 Paralegal license in good standing with the Law Society of Ontario would be considered an asset
• Identify, apply and interpret applicable legislation, regulations, policies and procedures
• Excellent written communication skills to prepare correspondence, review decisions and legal documentation
• Excellent interpersonal and communication skills in order to respond to public inquiries both verbally and in writing in an efficient and diplomatic manner
• Excellent understanding of the Administrative Fees Program or similar program/system
• Skills of advocacy: good judgment and analytical skills to assess evidence, determine whether or not to prosecute, and to determine how to proceed with cases in court.
• Ability to exercise independent judgement and discretion in applying by-laws and policies and the review of Administrative Fees
• Analytical, problem solving, tact, diplomacy, and negotiation skills to investigate and resolve customer disputes relating to violation notices and interpret applicable legislation in an impartial manner
• Computer proficiency: Proficient in MS Office (Outlook, Word, Excel, PowerPoint, MS Teams, SharePoint etc.), management information systems, and databases
• Interpersonal, public relations, and oral/written/presentation communication skills to resolve highly dynamic, high volume disputes involving matters under the Administrative Fees by-law
• Ability to multi-task in a high volume and fast paced environment with competing deadlines
• Specialized training in Alternative Dispute Resolution and Mediation would be considered an asset

Don’t Meet Every Requirement? If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.
We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.
Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [email protected].
Application Process:All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.