Customer Service Analyst

The Medical Review Section is responsible for the delivery of medical review programs including suspending driving privileges for drivers found to be unfit due to medical reasons and reinstating driving privileges for those individuals deemed to meet the medical standards. Annually we process around 200,000 medical reports and handle over 200,000 telephone calls.
If you have outstanding Customer Services skills and excel working in a fast-paced, high-volume team environment, then consider these opportunities. Daily, you will be challenged in the work you do while improving road user safety in Ontario.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals who are eligible for Targeted Direct Assignments (TDA) to apply and encourage TDA eligible applications from Indigenous, Black, and racialized individuals, people with disabilities, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

As the first point of contact for the public, you will receive calls and carry out the initial assessment of documents. This will require you to:
• communicate with drivers, staff and others regarding issues concerning licensing decisions and status
• maintain confidentiality of personal information
• validate and conduct initial assessment of documents
• review, analyze and apply appropriate prioritization codes on all incoming documents
• maintain quality and integrity by reviewing outgoing documents to ensure accuracy and completeness

How do I qualify?

Outstanding Communication and Interpersonal Skills:

• You have communication skills to share information, clarify requests and provide explanations
• You have interpersonal skills to work in a team environment and effectively provide front line service

Demonstrated Analytical and Organizational Skills:

• You have analytical skills to assess routine reports, to assign document codes and perform quality checks ensuring data integrity.
• You have judgement and reasoning skills to review and prioritize documents, identify, verify and correct errors/discrepancies and to ensure accuracy
• You have organizational skills to coordinate own work priorities, including reviewing, sorting, indexing and preparing information and documents

Proven Administrative and Computer Skills:

• You are proficient with computer applications to create documents and to work within databases, ensuring accuracy and completeness.
• You have knowledge of records batching to sort, code, batch and forward documents and reconcile any discrepancies
• You have knowledge of clerical practices and procedures to file, retrieve sort, distribute, scan, index, microfilm, fax and copy documents.
• You have the ability to interpret and apply regulatory requirements, standards and guidelines