Triage Officer

The role

The Triage Officer is responsible for assessing, triaging, and supporting the early resolution and disposition of complaints in accordance with RECO’s regulatory mandate, policies, procedures, service standards, and risk framework. They are responsible for independently assessing complaints involving varying levels of complexity and regulatory risk. The role applies legislation, policies, regulatory frameworks, and professional judgment to evaluate complaint matters, identify potential regulatory concerns, determine appropriate complaint pathways, and provide recommendations regarding resolution, referral, escalation, or further review.

The Triage Officer supports timely, fair, consistent, and defensible complaint outcomes by applying established triage frameworks, templates, decision rules, and correspondence standards. The role also helps reduce downstream investigative rework by ensuring complex complaint files that require escalation are complete, well-documented, properly categorized, and ready for the appropriate next step.

Position responsibilities

Complaint Intake, Assessment, and Resolution Support

• Reviews incoming complaints to identify the nature of the issue, parties involved, available evidence, jurisdictional considerations, potential regulatory concerns, and appropriate next steps.
• Engages with complainants, registrants, and other stakeholders to clarify concerns, obtain required information, explain process requirements, and support early resolution and disposition where appropriate.
• Applies established triage frameworks, decision matrices, policies, and procedures to determine whether complaints should be dismissed, referred, resolved or closed at earlier intake stage, or escalated.
• Assesses whether complaints fall within RECO’s mandate and identifies matters that may be outside jurisdiction, better addressed by another body, or require referral to another internal or external pathway.
• Provides timely, accurate, and comprehensive information to consumers, registrants, and stakeholders regarding complaints processes, RECO’s mandate, TRESA-related obligations, and applicable policies or procedures.

Documentation, Correspondence, and Workflow Management

• Ensures complaint files are complete, accurate, properly categorized, and supported by clear notes, relevant documentation, correspondence, and rationale for the recommended or final outcome.
• Prepares written assessments and analysis summaries outlining key issues, risk considerations, supporting facts, and recommended next steps to support regulatory decision-making.
• Manages assigned complaint files, monitors timelines, prioritizes work, and supports intake service standards, workflow efficiency, and timely complaint disposition and resolution.

Risk Management and Continuous Improvement

• Assesses regulatory, operational, consumer protection, and reputational risks associated with complaint matters and recommends appropriate mitigation, referral, or escalation strategies.
• Identifies and assess recurring complaint themes, process gaps, documentation issues, service concerns, and opportunities to improve templates, guidance, triage tools, and intake procedures.

Qualifications and experience

• Post-secondary education in public administration, business administration, regulatory administration, law, compliance, dispute resolution, social sciences, communications, or a related field; equivalent education and experience may be considered. 
• Experience in complaints intake, early resolution, regulatory operations, compliance, investigations support, case management, client service, dispute resolution, or a similar environment. 
• Experience assessing complaints, reviewing documentation, identifying issues, and applying policies, procedures, or decision frameworks. 
• Strong understanding of complaint intake, triage, jurisdictional assessment, escalation pathways, documentation standards, and customer service principles. 
• Ability to interpret and apply legislation, regulations, policies, business rules, and operational standards. 
• Strong written communication skills, including the ability to prepare clear, accurate, professional, and defensible correspondence. 
• Strong analytical, problem-solving, organizational, and conflict resolution skills. 
• Ability to manage sensitive or difficult conversations with professionalism, empathy, neutrality, and sound judgment. 
• Experience using case management systems, CRM tools, contact centre systems, workflow tools, or related operational technologies. 
• Experience in a regulatory body, consumer protection organization, professional licensing environment, public sector organization, or real estate regulatory environment would be considered an asset. 
• Knowledge of the Trust in Real Estate Services Act, 2002 (TRESA) and related regulatory obligations would be considered an asset.

Core competencies

• Regulatory Analysis & Judgment
• Legislative & Policy Interpretation
• Risk Assessment
• Complaint Resolution & Decision Making
• Analytical Thinking
• Stakeholder Management
• Written Communication
• Conflict Resolution
• Professional Judgment
• Continuous Improvement Continuous Improvement Orientation

Why work for RECO?

Working at RECO means contributing to an organization that supports a fair, transparent, and consumer-focused real estate marketplace.

What you can expect

• Purpose-driven work: Your contributions help protect consumers and strengthen one of Ontario’s largest and most important sectors.
• A modern, evolving regulator: We are innovating how we regulate and engage with the real estate sector, and your ideas and expertise will help shape the future.
• Professional growth: We invest in employee development, ongoing learning, and cross-functional exposure.
• Hybrid flexibility: Our hybrid model supports balance, flexibility, and wellbeing.
• Inclusive culture: You’ll work with people who care deeply about doing what’s right and delivering high-quality public service.

Join us

If you’re passionate about meaningful work, eager to grow, and want to make a tangible impact on an industry that touches every Ontarian, RECO is the place to do it.

Apply today and help shape the future of real estate in Ontario.

Posting date: August 4, 2026
Closing date: August 18, 2026 
Grade: 5
Range: $59,735 - $74,670 

Qualified applicants are invited to submit a detailed resume specifically addressing RECO’s needs along with salary expectations to Human Resources at careers@reco.on.ca.

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.