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.
Customer Service Expert
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.
What You Will Do
Customer Inquiry Response
- Respond to applicant and registrant inquiries via phone and email
- Assist walk-in applicants with their registration needs
- Handle challenging conversations, resolve service issues and escalate complex cases when needed
- Maintain applicant records and document all communications
Identity Verification and Document Review
- Perform identity checks including virtual meetings to verify applicant verification and validate applicant documentation for compliance
- Review verification documents from regulatory bodies and credentialing organizations
- Ensure document consistency across platforms and flag discrepancies for follow-up
Permit and Exam Process Support
- Process NCLEX-RN exam results and approve Authorization to Test after verifying eligibility
- Resolve payment discrepancies and address unmatched records across systems
- Review permit applications and coordinate with Registered Nurse Consultants on specialized requests
Records and Compliance
- Process e-consents, name changes and file documentation according to established protocols
- Maintain records in accordance with privacy and regulatory requirements
- Store and manage supporting documentation in compliance with organizational standards.
What You Possess
Education
Experience
- 1-3 years of professional experience in customer service, administration or a related field
- Experience in a regulatory environment, health-care setting or high-volume service delivery preferred
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
- Multi-tasking and Prioritization: Organizational skills to manage high volumes of inquiries while maintaining quality and meeting 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
What We Offer
- A temporary full-time employment opportunity starting November 2025 through to October 2026
- 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 by Oct. 24, 2025, quoting file 62901-55 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.