Customer Service Expert (Temporary)

The College of Registered Nurses of Alberta (CRNA) is a regulatory college under the Health Professions Act. Our vision is excellence in nursing regulation for the health of all Albertans. Our objective is people-first, and we are committed to attracting the best people, engaging and developing a workforce that embodies our values of integrity, respect, accountability and professionalism. The CRNA is committed to meeting and exceeding its legislative responsibilities by using a Right-touch relational regulatory approach.

Role Overview

At the CRNA, we are committed to regulatory excellence and safeguarding the public interest. As part of this commitment, we are seeking a Customer Service Expert to respond to inquiries from applicants and registrants throughout the permit and examination process.

This position plays a key role in the College's tiered service delivery model, serving as Tier 1 support for applicants navigating registration and examination requirements. Working in a high-volume environment across multiple systems, the Customer Service Expert will manage communications by phone and email, validate applicant identification, process National Council Licensure Examination for Registered Nurses (NCLEX-RN) exam results and collaborate with internal teams to support service delivery workflows.

Applicant and Registrant Support

Respond to applicant and registrant inquiries by phone and email, and forward items outside scope to the appropriate internal partners.
Meet virtually with applicants and registrants to resolve application and documentation questions.
Escalate complex issues and collaborate with internal partners to resolve them.
Record complete and accurate contact notes and inquiry logs after each interaction to support tracking, reporting and defensible records.
Participate in stand-up meetings to review priorities and maintain workflow alignment.
Uphold privacy and confidentiality when handling applicant and registrant information.

Application Review and Exam Eligibility

Review permit applications for completeness and compliance, request missing documents and follow up until the submission is complete.
Validate Education Credential Assessments (ECA) and verification of registration documents for authenticity and alignment with CRNA standards.
Identify real or perceived regulatory concerns and escalate them for review.
Update applicant records and retain required documentation to maintain defensible records.
Verify eligibility, including payment and requirements, before approving Authorization-to-Test (ATT), and resolve file discrepancies before finalizing.
Coordinate with internal partners on ATT exceptions or special cases to ensure compliance with CRNA standards.
Communicate NCLEX-RN results and guide applicants on next steps after ATT issuance or exam results.
Communicate outstanding requirements, timelines and next steps to applicants.
Document ATT approvals and result communications to maintain complete and accurate records.

Record Accuracy and Error Resolution

Investigate, reconcile and document unmatched examination records and error reports.
Link payments to the correct applications and update ATT status so applicants can move forward.
Communicate delays caused by unmatched records and provide status updates to applicants.
Maintain error logs, identify recurring patterns and recommend system or process improvements.

Education

High school diploma

Experience

One (1) to three (3) years of professional experience in customer service, administration, or data and records management. Experience in a regulatory environment, health-care setting or high-volume service delivery is an asset.

Skills and Competencies

Service Orientation: Commitment to delivering service in line with the CRNA's service delivery standards
Communication: Clear communication skills for handling inquiries, de-escalating conflicts, and collaborating with internal teams and external partners
Attention to Detail: Accuracy in processing applications, validating documentation and maintaining applicant records
Problem Solving: Ability to identify discrepancies, resolve payment issues and determine follow-up actions for complex cases
Prioritization: Organizational skills to manage high inquiry volumes while meeting quality and service standards
Emotional Intelligence: Ability to provide empathetic, client-focused service in challenging situations
Technology Proficiency: Skills in CRM systems and document management (SharePoint, Adobe, Microsoft Office)
Adaptability: Flexibility to learn new systems, adapt to procedural changes and work in a fast-paced regulatory environment

A temporary full-time employment opportunity starting December 2026 through to November 2027
Competitive salary with a comprehensive health and dental benefits package, including resources to support mental health and financial wellness  
Annual Health Spending Account (HSA) and Wellness Spending Account (WSA) to support ongoing learning, health, wellness and family services 
Flexible, hybrid work environment with a 7.25-hour workday, Monday through Friday
12 general holidays, plus an annual holiday break in December 
Earned vacation days, starting at a rate equivalent to 15 days per year

Apply Now

Submit your resume and cover letter by Nov. 8, 2026, quoting file 62901-65 to crnacareers@nurses.ab.ca .

We appreciate your interest in joining the CRNA and thank all applicants in advance.

Only those selected for an interview will be contacted.