For training and onboarding purposes, this role will be onsite 4 days/week for up to 6 months. Following the onboarding period, the role will transition to a hybrid schedule of 2 days/week in office.
Hours
Monday to Friday
About the Organization
Our client is a national, independent, and not-for-profit organization dedicated to helping consumers and financial services firms resolve disputes fairly and efficiently. They are recognized for their commitment to fairness, integrity, professionalism, and public service.
This organization offers a collaborative and supportive workplace culture where employees are encouraged to grow professionally while making a meaningful impact within the financial services industry.
Company-paid benefit plan starting from Day 1
Paramedical coverage
Drug plan
Life insurance
Pension plan
Generous vacation allotment
Casual dress code
Excellent training and onboarding program
Supportive and family-oriented work environment
Opportunity to contribute to meaningful public-service work
Skilled growth and development opportunities
Job Summary
Bilingual Case Assessment Officers are the first point of contact for consumers and an important resource for firms. They respond to consumer and firm inquiries, assess cases, determine whether matters fall within mandate, and prepare files for assignment to investigators.
Duties & Responsibilities Responding to Inquiries & Case Intake
Answer live inbound calls and place outbound calls to consumers and firms
Respond to email inquiries from consumers and firms
Refer consumers to the appropriate firm, regulator, or agency when applicable
Provide information regarding mandate and complaint-handling processes
Collect relevant information from consumers to support mandate decisions
Case Assessment
Assess complaints and determine whether they fall within mandate
Prepare case summaries for each file
Identify cases appropriate for expedited investigation
Determine products, issues, and complexity ratings for cases
Identify and escalate potential systemic issues to management
Draft out-of-mandate letters and communicate findings to consumers
Review and explain consent letters to consumers
Request documentation from firms and prepare electronic case files
Collect demographic information for open cases
Organizational Contributions
Maintain accuracy of template responses and referral information
Support onboarding and training of new employees
Participate in projects relating to organizational improvement and corporate objectives
Assist with French translations when required
Participate in stakeholder events and organizational initiatives
Other duties as assigned
Qualifications
Strong written and verbal communication skills in both English and French
Strong interpersonal skills with the ability to work independently and collaboratively
Ability to communicate tactfully, diplomatically, and professionally while maintaining confidentiality
Strong organizational and time-management skills
High attention to detail and accuracy
Sound judgment with a strong sense of fairness and ethics
Strong research, analytical, and problem-solving abilities
Strong computer and administrative skills
Knowledge of the financial services sector is considered an asset
Previous customer service or financial services experience is preferred