Registration Officer

Formed in 1997, the Travel Industry Council of Ontario (TICO) regulates Ontario’s travel agencies, booking websites and tour operators. TICO administers the Travel Industry Act, 2002 on behalf of the Ontario government.

As a consumer protection organization, TICO facilitates a consumer complaints process and administers the Ontario Travel Industry Compensation Fund. By booking travel with a TICO registered company, consumers have access to added protection.

At TICO, we are an organization that embraces inclusion and fairness. We are committed to fostering a culture of inclusivity, equity, and accessibility for all. As a team, we celebrate diversity in all its forms, while encouraging individual growth and innovation, because we feel it makes for an inspiring workplace where people are empowered and engaged.

This is a full-time position. TICO offers a hybrid working environment. The current expectation would be for the successful candidate to work onsite at TICO’s office in Mississauga 1 or 2 days per week and offsite from home for the remainder of the week. TICO’s typical working hours are 8:30 a.m. to 4:30 p.m., though this role is flexible.

Job Purpose

The Registration Officer provides information, guidance, and advice to stakeholders regarding the requirements under the Travel Industry Act, 2002 (Act) and Ontario Regulation 26/05 (Regulation) with respect to registration matters. The Registration Officer is responsible for processing new applications for registration by ensuring that all information and supporting documentation is received and exercises due diligence in evaluating the credentials submitted by the applicant. The Registration Officer is also responsible for processing annual renewal applications and processes registrant revisions ensuring that all information and supporting documentation is received prior to approval.

Key Competencies

• Communications – Excellent communication skills, both written and verbal. The ability to convey information clearly, effectively and in a professional manner.
• Teamwork – Ability to work collaboratively in a respectful and considerate manner that supports a cohesive and positive work environment consistent with the values of the organization.
• Service Excellence – Ability to identify and understand stakeholder issues and be responsive in a timely and professional manner by providing information and/or solutions to stakeholders’ issues or concerns.
• Accountability – Ability to work efficiently and effectively by achieving deliverables within established time frames by adhering to procedures and by being responsible for one’s actions.
• Innovation – Demonstrates a proactive approach to recommend and/or embrace new ideas, methods or solutions for progress and advancement of the organization.
• Functional Expertise – Embodies the required knowledge and experience to successfully perform and achieve objectives in an efficient and professional manner.

Duties & Responsibilities

• Respond to inquiries and communicate by telephone, in writing, or in person with stakeholders by providing information, advice and guidance regarding the requirements under the Act and the Regulation with respect to registration matters.
• Process new applications in accordance with TICO’s policy & procedures and requirements under the Act and the Regulation. This includes meticulously verifying all documentation and credentials, conducting thorough business reviews, and applying an analytical perspective to assess the applicant's suitability and financial viability as a TICO-registered travel retailer or wholesaler.
• Process annual renewal applications in accordance with TICO’s policy & procedures and the requirements under the Act and Regulation. This involves detailed verification of all submitted documentation and credentials, ensuring the business meets the requirements for continued TICO registration as a travel retailer or wholesaler.
• Process revisions submitted by registrants and update registrants’ registration records in the database.
• Ensure applicants and/or registrants receive timely and accurate updates on new application status or annual renewal status through professional correspondence, addressing any issues.
• Maintain and keep current TICO’s database with all registration files, information and data including all corresponding actions, changes, communications, activities, decisions, and outcomes.
• Maintain and keep current TICO’s Document Management System (DMS) with all registration records, e.g., supporting documentation and communications.
• Liaise and assist other departments by providing information and/or supporting documentation, as needed.
• Address registration issues and customer service matters promptly.
• Ensure accuracy and thoroughness in data entry by carefully reviewing and verifying all information. This includes cross-checking data for consistency, correcting any discrepancies, and maintaining up-to-date records.
• When applicable, ensure other departments are informed of any changes and/or issues on the registrant’s record that have implications in other operational areas, such as compliance and claims, e.g., change of fiscal year end, termination of registration.
• Maintain an effective escalation process for deficiencies and late filers with a priority on expired registrants to minimize risk.
• Proactively identify enhancements to the registration processes and systems to the Manager, Registration Services.
• Assist with miscellaneous special projects, other duties, or initiatives, as needed.

Qualifications

• Minimum 3-5 years of experience in a regulatory or related environment.
• Demonstrates strong organizational skills, excels at multitasking, and proficiently handles multiple files.
• Excellent command of the English language, both verbally and in writing.
• Exhibits exceptional customer service skills and the ability to address stakeholders with professionalism.
• Demonstrates strong analytical judgement and proficient problem-solving abilities.
• Adapts to changing situations, showcasing flexibility and demonstrates a proactive and innovative approach to both problems and projects.
• Shows versatility, excelling in both independent work and contributing effectively as a team member.
• Knowledge and experience of the travel industry is an asset.
• Knowledge of the Travel Industry Act, 2002 and Ontario Regulation 26/05 is an asset.
• Knowledge of the Ministry of Public and Business Service Delivery policies and guidelines in relation to registering business names and Corporations Act is an asset.
• Proficient in Microsoft Office suite of applications, CRM systems, and computer databases, with practical experience using collaboration tools such as Microsoft Teams.

Working Conditions

The working conditions and physical demands blend a typical office setting with the flexibility of a hybrid work-from-home arrangement, which may include extended periods of sitting and/or standing.

Direct Reports / Key Relationships

The position will report to the Manager, Registration Services. The position has no direct reports.

Please submit your resume with a cover letter including salary expectations in confidence by Friday, February 21, 2025, to:

Travel Industry Council of Ontario
Attention: Mr. Eric Neira, Manager, Registration Services
Email: tico@tico.ca