Engineers and Geoscientists BC is currently searching for a Complaint Intake Analyst to join our team in Burnaby. The Complaint Intake Analyst (“CIA”) will administer the complaint intake process by managing the preliminary phase of the complaint intake process from the time at which complaints or concerns are received through to the time when the file is assigned to a Complaint Intake Officer. The CIA is responsible for the complaints email inbox and will be the front line for written correspondence and phone calls to centralize the handling of complaint inquiries. This role is part of a collaborative and high‑impact team doing rewarding and engaging work. Our organization, one of BC's Top Employers, values work, an inclusive culture, and offers a flex day schedule that essentially provides every second Friday off. Responsibilities Administer the complaint intake processes for preliminary complaint files, receiving new complaints and gathering information from media or other sources. Perform preliminary analysis and triage assessments to ascertain whether there are sufficient grounds to open a formal complaint file. Draft and send official or formal correspondence to registrants and complainants regarding complaint submissions. Communicate with registrants and complainants via telephone and email, maintaining professional communications with difficult individuals. Provide advice and information to prospective complainants and the public regarding the complaint process. Organize and manage large volumes of information obtained through complaints, reviewing technical reports and other evidence to determine sufficiency for moving forward. Manage a "bring forward" system to track complaint files, issuing reminders and updates to involved parties, ensuring accuracy and timely updates within the internal complaint tracking database. Manage the majority of preliminary complaint files related to matters with insufficient information to ascertain whether the concern relates to the professional conduct of a registrant, researching past precedents to make informed recommendations. Work alongside the Complaint Intake Manager and the Legal Administrative Assistant to open and close files in the case management system, updating files with additional information or documentation. Track and respond to inquiries submitted to the Complaint Intake team through the complaints email address and phone line, collaborating with other departments and teams to address and resolve concerns. Perform other duties as assigned by direct leader and, as appropriate, members of the departmental leadership team. Qualifications Completion of a paralegal certificate/diploma program is an asset; Bachelor’s degree is preferred. 2‑3 years of work experience in a professional regulatory body, law firm, or legal department. Familiarity with a professional regulatory environment or the ability to adapt to such an environment. Experience handling incoming complaints or correspondence from the public in a professional or customer‑service environment. Experience with Microsoft Office products such as Word, Outlook, and PowerPoint. Ability to manage a large workload and multiple priorities, with flexibility to shift priorities as required. Excellent written and verbal communication skills, capable of managing difficult telephone and written communications. Strong research and analytical skills. Benefits Competitive compensation and benefits program with a salary within the hiring range of $62,500 to $69,500. Placement within the range will be based on candidate experience relative to the role requirements. Additional details on our generous benefit offerings are available upon request. About the Employer Engineers and Geoscientists British Columbia is the business name of the Association of Professional Engineers and Geoscientists of the Province of British Columbia. We regulate and govern these professions under the authority of the Professional Governance Act, protecting the public interest by setting and maintaining high academic, experience, and professional practice standards for over 40,000 registrants. The organization is a not‑for‑profit governed by a board of elected registrants, licensees, and government appointees, accountable to the public through the Ministry of Post‑Secondary Education and Future Skills under the Office of the Superintendent of Professional Governance. To learn more about our work, visit us at #J-18808-Ljbffr