Client Services Specialist – Level 1

The Real Estate Council of Ontario (RECO) is seeking a Client Services Specialist – Level 1. We have multiple, temporary positions available to start immediately.

About RECO

As Ontario’s regulator of more than 110,000 real estate agents and brokerages (often referred to as registrants), RECO administers and enforces the law that regulates trading in real estate in Ontario and enhances consumer confidence in the real estate services sector. RECO’s commitment to pursuing trust in every transaction means consumers can navigate the real estate market with confidence, knowing that the regulator is committed to fairness, transparency and reliability for all parties involved. A modern regulator with over 160 employees, RECO is a collegial and dynamic environment where quality work-life balance is valued along with strategic agility, curiosity and empathy in our action. RECO regulates approximately 100,000 registrants in the real estate sector.

Hybrid work environment

RECO has adopted a ‘hybrid’ environment, which will typically include a minimum attendance in the office of one day per week, with some teams/positions requiring more frequent in-office attendance. 

RECO’s commitment to diversity and inclusion: They aren’t just words to us!

RECO is committed to promoting an equitable, diverse, and inclusive environment that includes awareness, education, and engagement-building opportunities for all employees.

The role

Under the direction of the Client Services Supervisor, this position serves as the first contact registrants and public have with RECO (telephone, email, online, and in-person). Using exceptional customer service skills, the role provides information, guidance and advice to the public and registrants, ensuring efficient, courteous and personalized inquiry services to both external and internal customers by determining requirements; accurately answering inquiries; triaging the intake of complaints and troubleshooting/resolving problems. Receives and processes routine customer inquiries and complaints and provides answers to questions regarding the core business (REG, EDU, CCD, and INS). This position enhances relationships and builds customer trust by delivering timely and accurate information. Position directly reports to Client Services Supervisor, who is their direct supervisor.

Position responsibilities

Call centre

• Provide quality in-person, telephone, and electronic customer services by providing timely, accurate and comprehensive information and advisory services to stakeholders regarding legislation Trust in Real Estate Services Act, 2002 (TRESA) and policies pertaining to licensing, registering and compliance with TRESA. Answer incoming calls in a prompt, efficient and professional manner, using appropriate greeting and strong listening skills to determine the nature of the inquiry and how to handle the inquiry most effectively. This may include:
• Requests for information on the status of registration, requiring the need to retrieve information from the RECO database, provide appropriate information/guidance, through to conclusion. Provide accurate information, direction and guidance to callers or electronic inquiries.   
• Respond to general and specific inquiries relating to the trade of real estate in Ontario, TRESA and related regulations. Provide clear and accurate information, direction, guidance and clarification concerning all aspects of registration to prospective and existing registrants and other stakeholders, including interpretation of guidelines, directives, procedures, and compliance matters.
• Provide guidance and support to customers in completing documents and forms, and in the use of ”My Web” portal.
• Provide guidance and support to customers experiencing problems accessing or obtaining specialized information and refer to the appropriate program area or knowledge source for resolution.

Customer service

• Process business and individual customer transactions, determining that eligibility requirements are met and obtaining required documents, including but not limited to:
• Review completeness of applications and difficult supporting documents.
• Conduct necessary bankruptcy and execution searches.
• Review criminal record checks, conditions of registration.
• Perform rigorous follow-up procedures to obtain required materials.
• Approve compliant applications for registration and other transactions (transfers, terminations, corporate and individual revisions) in accordance with the requirements of TRESA.
• Explaining compliance and eligibility requirements. 
• Responding to compliance inquiries. 
• Identify and assess specific needs of requestors, research the legislation to provide information and assistance to ensure compliance requirements.
• Identify problems in policies and practices and initiate corrective action.
• Address and respond to urgent issues in a timely manner.
• Collect and process payments, issuing refunds, and reconcile payments with transactions.
• Maintain files and electronic database records.
• Meet or exceed customer service standards.
• Produce a variety of reports and correspondence.
• Escalate difficult requests to CS Coordinator.

Administration

• Manage both registrant and consumer correspondences and applications including: 
• Managing customer database 
• Sort and assign various documents and correspondence electronically
• Follow-up on returned mail outs of 60-day notices, certificates, and letters.

Reception support

• Provide back-up to reception support during scheduled and unscheduled absences. Key functions include:
• Greet visitors and deliveries to the RECO office
• Receive all incoming mail, sort, date stamp and distribute.
• Receive all incoming faxes, sort, and distribute.
• Process outgoing mail using folding and postage machines and deliver to postal box.
• Enter mail items specifically addressed to an individual RECO staff person in the daily mail log.
• Make copies of all CPICs received mail log and scan in daily batches.

Qualifications and experience

• Three (3) to five (5) years in a customer service role, with a preference for prior call center experience.
• Bilingual (French/English) an asset.
• Excellent knowledge of customer service principles and practices.
• Knowledge of administrative and clerical procedures.
• Professional personal presentation.
• Excellent oral and written communication skills.
• Experienced and comfortable in dealing with the public and good level of stress tolerance.
• Strong organizational skills, poise under pressure and flexibility in work assignments.
• Experience working in fast-paced environments.
• Able to demonstrate a high degree of confidentiality.
• The ability to acquire a general understanding of TRESA and registration policies and procedures.
• Real estate industry knowledge an asset.

Posting date: May 28, 2025
Closing date: June 11, 2025
Hourly rate: $25.52

Qualified applicants are invited to submit a detailed outline of experience specifically addressing RECO’s needs along with salary expectations by completing the form below.

RECO is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility.

We thank all applicants in advance for their interest.