The Ottawa International Airport Authority (Authority) is accepting applications for a Enrolment Officer position.

As a member of the Security team, the Enrolment Officer will deliver outstanding customer service in both official languages to the Airport's partners and stakeholders while acting as a liaison enrollment officer for the Transport Canada Security Clearance process. The Enrolment Officer will make reasoned decisions to determine the status of applications, produce and issue cards, grant door access, and allocate keys to restricted areas when necessary. The Enrolment Officer will address issues related to security clearance applications, applicant background checks, and access control. It involves meticulous analysis and processing of applications, with a focus on addressing incomplete or incorrect applications and ensuring adherence to security clearance protocols. Additionally, the Enrolment Officer will take proactive measures to manage complexities related to lost cards, access needs to sensitive areas, while demonstrating a commitment to security, efficiency, and customer satisfaction. Additionally, problem resolution extending to inventory control, supporting audits and investigations, highlighting the need for pre-emptive measures to maintain operational effectiveness and security compliance.

ESSENTIAL FUNCTIONS :

• Analyze and process applications and forms, including the Transportation Security Clearance (TSC) applications for holders of a valid government of Canada security clearance, TSC applications for Police/CSIS members, full TSC applications, YOW issued Restricted Area Identity Card (RAIC) forms, and Canada RAIC applications in adherence to established procedures for both internal and external applicants seeking a Transport Canada Security Clearance
• Create or update applicant profiles in C-CURE and transcribe all pertinent information to the Automated Fingerprint Identification System (AFIS) machine
• Coordinate errors and missing information on applications sent back from TC; liaise and problem solve with applicants accordingly to rectify the issues
• Assess TSC applications, declining those with missing and/or incorrect information as part of established Transport Security Clearance application requirements
• Review and assess all clearance approved applicants, and facilitate file upload to the Canadian Air Transport Security Authority (CATSA) database on a daily basis
• Coordinate new and existing company authorization applications, including signing authority records, C-CURE profile setup, create door access package, communicate with stakeholders, and validate documents for employees’ parking permits
• Review and assess police background checks for results, and determine security access eligibility
• Issue contractors with temporary security access requirements according to work permits
• Navigate sensitive and complex situations, and determine security access eligibility
• Evaluate and approve requests for key sign-outs from the key tracking system, maintain records, and process keys for daily work permits and projects
• Administer the process of Failure to Return (FTR) charges, missing keys, lost or stolen RAICs, parking, and visitor passes by communicating directly with stakeholders as representatives of the Authority
• Administer the Canadian Airport Security Awareness Program (CASAP) Training, addressing requests and inquiries
• Monitor and maintain a quality service delivery and support the Customer Service Centre (CSC) Lead in finding efficiencies and increasing productivity
• Ensure all job functions and requirements within the CSC are maintained during absences and peak periods, demonstrating adaptability and teamwork, by having an in-depth knowledge of the C-CURE system, understanding TC guidelines and regulations, including biometric data handling
• Provide on-the-job training and guidance for CSC new hires, while maintaining an efficient application process for customers
• Maintain application instructions, procedural manuals, Standard Operating Procedures (SOPs), and relevant notices, accordingly
• Utilize active listening skills by attentively engaging in phone calls, interactions, and voicemails, effectively capturing and retaining critical details to ensure comprehensive understanding, and provide appropriate and accurate response
• In a timely fashion, respond to stakeholders’ inquiries with informed decisions for access requests and application processing
• Document account histories, investigate, and provide clients' account status
• Respond to customer employee inquiries, comments, and complaints with strong interpersonal skills
• Identify and resolve potential concerns or impacts that could affect operations, contract management, safety, or security, including errors related to processing applications, issuing cards, providing keys, and managing door access to sensitive areas
• Recognize the operational, financial, and legal implications of these errors and communicate these concerns to relevant parties; escalate matters as required
• After carefully reviewing the stakeholders’ supporting documentation, administer the creation, issuance, and allocation of access cards. Determine critical authorized access to specific sensitive areas of the Airport
• Responsible for inventory control, i.e. vouchers, forms, lamination films, proxy cards, and applications
• Provide support in the course of internal and external audits involving activities related to security, parking or office operations; including investigations and regulatory audits
• Receive and store approved stakeholders’ incoming parcels/mail and notify the receiver by email
• Collect and ship outgoing parcels/mail from approved stakeholders
• Receive incoming parcels/mail and securely store it until it is collected by the airport authority representative
• Conduct the renewal process of Airside Vehicle Operator's Permits (AVOP) by matching the clearance expiry date of RAIC pass holders with their corresponding AVOP expiry dates, and oversee the printing of these cards. This ensures the seamless continuation of these privileges while maintaining strict compliance with regulatory requirements
• Issue appropriate parking hang tags, HID cards, and transponders while leveraging knowledge of parking locations
• Deactivate employees’ airport cards by issuing cancelation receipts, time stamping and filing hard-copy file; including removal of door access on C-CURE and disabling their RAIC passes on CATSA database and updating the “Prox Destroy List”
• Participate in the Payment Card Industry (PCI) compliance requirements

The successful candidate must :

• Possess exceptional communication skills, strong customer service abilities, and professionalism to address client needs and build effective relationships with stakeholders;
• Demonstrate effective leadership;
• Be results-oriented, capable of analyzing systems and assessing risks; 
• Excel at developing and delivering training programs, managing tasks under pressure, and responding to emergencies with resilience and sound decision-making; 
• Have strong organizational, planning, and time management skills to foster innovation and continuous improvement; and 
• Develop and enforce security policies with tact and impartiality while demonstrating professionalism, sound judgment, and collaboration in a team environment. 

These abilities, combined with a professional and positive attitude, will ensure success in building positive working relationships in a team environment.

ESSENTIAL QUALIFICATIONS :

• Completion of a post-secondary school program with a minimum of two (2) years’ of related experience
• Experience in a public serving customer service in a fast pace environment
• Knowledge of general office practices and procedures
• Experience in data entry
• Fully conversant with MS Office software (i.e. Outlook, Word, and Excel)
• Desire to work as a team with a result driven approach
• Strong attention to detail and critical thinking skills
• Strong communication and written skills in English and French
• Bilingualism (English and French)

ASSETS :

• Familiarization of Airport regulations and policies/guidelines applicable to Airport operations, CTPS
• Experience in processing of applications
• Experience in Database Management

ABOUT THE POSITION :

Salary

$67,342.00 to $76,114.00 per year in accordance with the current Collective Agreement (July 1, 2022 to June 30, 2024 rates) and based on a work week of 37.5 hours. 

Job requirements

• Successfully obtain a security clearance check for an Airport Restricted Area Identity Card (RAIC)

To explore this opportunity, please send your resume to [email protected].

The Authority is committed to the principles of Employment Equity and to achieving a workforce that is representative of the diversity of the Canadian population. We strongly encourage candidates to self-identify if they are Indigenous peoples, persons with disabilities, or members of visible minorities.