Administrative Penalty System (APS) Clerk

Job Summary

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.

Duties and Responsibilities

Preliminary Review of Forms and Supporting Documents:
• Ensure all necessary information is included in the forms submitted.
• Verify that clients understand the APS process and the consequences of non-compliance as outlined in APS by-laws.
• Review requests to determine the type of request and schedule appropriate appointments (screening, hearing, extension application), providing the relevant document with appointment details.
• Scan and file documents into Gtechna and CityAdmin systems.

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

Knowledge of Automated Speed Enforcement (ASE):
• Knowledge of Automated Speed Enforcement (ASE) procedures is an asset.
• Understand and apply ASE-related regulations and best practices in dealing with customers and processing relevant inquiries.

Skills and Qualifications

• Post-secondary degree or diploma in 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.