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Paralegal Specialist – Customer Regulatory & Resolution - 25863

Location: DORVAL, QC, Canada
Posting Start Date: Apr 21, 2021
Posting End Date: May 5, 2021


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
Air Canada is Canada's largest domestic and international airline. In 2019, Air Canada served more than 200 airports on six continents and was the only international network carrier in North America to receive a Four-Star ranking from independent U.K. research firm Skytrax. In 2019, Air Canada was voted for the eighth time in ten years, the Best Airline in North America. We are among the 20 largest airlines in the world and served more than 51 million customers in 2019. Although the COVID-19 pandemic and related travel restrictions has had a devastating impact on the airline and travel industry, our Legal Department has been on the “front lines”, leading, driving and supporting key initiatives to see us through these difficult times. As vaccine deployments ramp up, we continue to work with the Government of Canada on the evolution of safe and science-based test and quarantine relief measures with a view to safely restarting our sector. We know that Canadians are looking forward to re-connecting with friends and family and taking those long-awaited vacations and business trips. We are looking forward to reaping the benefits of the tremendous efforts all employees have dedicated, to safely connect Canadians within Canada and Canada to the world, to rebuild our network, and to serve and delight our customers, in pursuit of our principal objective to be a sustainably profitable and safe global aviation champion. 
We have an innovative legal team that continues to earn the respect and confidence of our internal colleagues, participating as true business partners to support Air Canada’s strategic objectives. When you join Air Canada and its Legal Department, you’ll become a vital part of a team of driven professionals that are truly making a difference, connecting Canada and the world. 
We are seeking a paralegal specialist who will support the Customer Regulatory and Resolution group within the Legal Department. The successful candidate will be responsible for various tasks related to claims management and resolution, including:
  • Investigate and gather facts necessary to assess the claim and prepare a response;
  • Engage in mediation to settle claims, resolve disputes and regain customer confidence;
  • Draft proceedings and responses to claims letters and proceedings;
  • Gather evidence and organize proceedings and evidence in preparation for court;
  • Research caselaw as needed, including to assist internal or external counsel; 
  • Represent directly the company at mediation sessions/settlement conference and plead the case before small claims courts;
  • Update the Customer Regulatory and Resolution team on existing litigation and trends;
  • Liaise with Customer Care and Baggage Claims teams to convey preliminary legal advice (in consultation with internal or external counsel);
  • Review and monitor filing deadlines;
  • Coordinate with Litigation group as files move through court process to ensure timely handling and preparation of relevant of proceedings.    
Candidates with relevant experience in these areas is preferred; however, this position is also open to strong candidates who may not have experience in all these areas but are willing to learn and be trained.


To succeed in the position, the candidate should have a track record demonstrating the following qualities or characteristics:
  • Familiarity with court forms in the Province of Quebec and a good understanding of the small claims court system;
  • Availability to work flexible hours and travel to various Canadian jurisdictions, on occasion (though travel is much more limited in light of the current COVID-19 pandemic);
  • Adaptability and flexibility to work effectively in a context of constant change, shifting priorities, and conflicting demands;
  • Excellent communication skills, both written and spoken;
  • Excellent attention to detail;
  • Solid research and analytical skills, to identify, define and assess all relevant factors and weigh alternative courses of action;
  • Capacity to work under pressure, displaying composure in stressful situations, and establishing priorities in order to meet deadlines;
  • Ability to work collaboratively as part of a team and to develop strong working relationships;
  • Inclination to take initiative and be proactive and to offer to assist and support co-workers, resourcefulness, and ability to handle work independently, taking responsibility for own actions;
  • Demonstrate a high degree of tact, discretion and good judgment when interacting with customers and in handling sensitive and confidential information;
  • A desire and ability to continuously expand and update professional knowledge and hone training skills in order to enhance individual and team innovation and productivity;
  • Proficient computer skills using Microsoft Office: generally, Word and Outlook;
  • Legal background and paralegal certificate are an asset;
  • Experience in customer claims management and in with the court system in other Canadian provinces are also an asset;
  • Knowledge of the industry is also an asset. 
A successful candidate will be one who takes pride in his or her role as a representative of the Best Airline in North America. 
Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates. 

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.