Clerk, Administrative Penalty System

Reporting to the Supervisor of Administrative Penalty System (APS), the APS Clerk performs APS administration functions, including responding to internal and external inquiries, tending to customer service window, scheduling of screenings and hearings and ensuring all documents are properly completed, processed and filed.

Preliminary Review of Forms and Supporting Documents
• Confirm that all required information and documentation have been accurately completed and submitted.
• Ensure clients clearly understand the APS process and the implications of non-compliance in accordance with APS by-laws.
• Assess incoming requests to identify their type and schedule the appropriate appointment (e.g., screening, hearing, or extension application), providing clients with the relevant appointment documentation.
• Scan, upload, and organize documents within the Gtechna and CityAdmin systems.
• Respond to customer inquiries and correspondence via email in a timely and professional manner.

Payment Processing & Reconciliation:
• Collect payments from clients and ensure accurate processing of payments for APS tickets.
• Reconcile payments and accounts at the end of the day to ensure accuracy and balance.
• Maintain accurate records of all transactions, ensuring payments are appropriately logged in the system.
Disclosure Requests:
• Process disclosure requests in a timely and accurate manner, ensuring that all required documentation is provided as per the APS guidelines.

Dealing with Difficult Customers:
• Handle challenging customer interactions with professionalism and patience, listening to concerns and calmly explaining the ticket dispute process.
• Remain calm and professional when faced with difficult or upset customers, working to resolve complaints in a constructive and helpful manner.
• Understand employee and public obligations under the Respectful Workplace Policy

• Post-secondary degree or diploma in Business administration or a related field is an asset.
• Strong time management skills to efficiently schedule screenings, hearings, and manage customer service window responsibilities while handling phone and email inquiries.
• Knowledge of APS by-laws is an asset.
• Familiarity with Outlook, SharePoint, and Excel.
• Knowledge of Gtechna, AutoProcess, and CityAdmin is an asset.
• Ability to manage difficult customer interactions and explain dispute processes calmly, while patiently listening to customer concerns.
• A clear understanding of the distinction between POA (Provincial Offences Act) court and APS proceedings.