At FSRA, our vision is to ensure financial safety, fairness, and choice for Ontarians. As a financial services regulator, we’re passionate about protecting consumers. Our principles-based approach means we can quickly and effectively respond to the changing needs of consumers and the industry.

Our team combines industry expertise with commitment to public service. We attract individuals who are interested in meaningful work and who measure success through outcomes, not inputs.

At FSRA, we invest in the personal and professional growth of our team. We offer a competitive compensation package that includes an employer-matched defined benefit pension plan, and a comprehensive and competitive perks plan. We prioritize learning and development, wellbeing, diversity, equity, inclusion and belonging, and community giving.

Join FSRA and help us shape the future of regulation for generations to come!

Job Description
Purpose of Position
As a member of the Market Conduct team, you will apply your knowledge and experience in one or more of the FSRA regulated sectors to manage a caseload that involves analyzing and addressing consumer complaints of misconduct or allegations of breaches involving business practices of financial service institutions and intermediaries (such as mortgage brokers/agents/administrators and insurance agents).

Key Responsibilities

The primary responsibility of this role is the intake of consumer complaints and telephone or

email inquiries from internal and external stakeholders, and responding to escalated

inquiries.

Managing a caseload of complaints and systemic issues that includes assessing the severity

of each case, prioritizing as required, communicating with parties involved, and preparing

accurate and timely case reports of inquiry/complaint follow-up and resolution, including the

issuance of compliance letters as warranted.





Monitoring regulated industry conduct and activities to proactively identify potential negative

or unfair business practices, and to highlight conduct issues that may contribute to systemic

trends that impact consumer protection and the financial services industry.

Providing technical advice to financial institutions and intermediaries related to the

interpretation and application of FSRA’s compliance requirements and facilitating business

practice solutions to resolve complaints.

Providing input to market conduct procedures, processes and standards, and to new or

proposed revisions to legislation and policies.

Conducting research, fact‑finding inquiries and analysis to prepare identified files for referral

to FSRA’s Case Management Committee to elevate enforcement action, or to assist with

examinations for specific compliance concerns

Qualifications
Education and Experience

Proven knowledge and experience in a relevant regulated financial services sector

Knowledge of compliance standards for insurance or lending institution activities

Understanding of conduct analysis, risk‑based theories and principles

Well versed in policy/legislation interpretation for Acts and regulation administered by FSRA

relevant to your sector of expertise, for example the Mortgage Brokerage, Lenders and

Administrators Act

Knowledge of regulatory tools such as progressive discipline, remediation plans and

warning letters

Proficient in mediation, persuasive,



or conflict management techniques to facilitate the

resolution of complaints

Understanding of accounting and internal audit principles and practices including financial

analysis for the review and assessment of financial and business records, statements and

processes, is an asset

Knowledge of research and analytical techniques and methods to gather information,

conduct research; interpret data and prepare findings

Strong knowledge and experience with various software applications

Knowledge And Skills

Excellent oral and written communication skills to interact with consumers, prepare compliance letters and draft executive correspondence.

Advanced analytical and problem solving skills to interpret findings, assess the nature and seriousness of identified issues, facilitate and mediate solutions.

Ability to manage a caseload of varied complexity within stated timelines.

Relationship management and interpersonal skills to promote resolution of complaints.

Research, information gathering, and analytical skills using a broad range of sources.

Excellent team membership skills to work cooperatively and collaboratively with colleagues.

Please note this is an existing position. The posting will close at 12AM on the expiry date*

Compensation Grade
Grade 228-OPSEU ADM

Compensation Range
$1,478.60

$1,892.29

Bargaining Unit
OPSEU

Job Code
Job Code: 20207

Employment Type
Regular

Scheduled Weekly Hours
36.25

FSRA is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Accommodation is available under the Ontario Human Rights Code.

NOTE: ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED

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📌 Compliance Officer (Ontario)
🏢 Financial Services Regulatory Authority of Ontario (FSRA)
📍 Ontario