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 DescriptionPurpose of PositionAs 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 ResponsibilitiesThe primary responsibility of this role is the intake of consumer complaints and telephone oremail inquiries from internal and external stakeholders, and responding to escalatedinquiries.Managing a caseload of complaints and systemic issues that includes assessing the severityof each case, prioritizing as required, communicating with parties involved, and preparingaccurate and timely case reports of inquiry/complaint follow-up and resolution,



including theissuance of compliance letters as warranted.Monitoring regulated industry conduct and activities to proactively identify potential negativeor unfair business practices, and to highlight conduct issues that may contribute to systemictrends that impact consumer protection and the financial services industry.Providing technical advice to financial institutions and intermediaries related to theinterpretation and application of FSRA's compliance requirements and facilitating businesspractice solutions to resolve complaints.Providing input to market conduct procedures, processes and standards, and to new orproposed revisions to legislation and policies.Conducting research, fact‐finding inquiries and analysis to prepare identified files for referralto FSRA's Case Management Committee to elevate enforcement action, or to assist withexaminations for specific compliance concernsQualificationsEducation and ExperienceProven knowledge and experience in a relevant regulated financial services sectorKnowledge of compliance standards for insurance or lending institution activitiesUnderstanding of conduct analysis, risk‐based theories and principlesWell versed in policy/legislation interpretation for Acts and regulation administered by FSRArelevant to your sector of expertise, for example the Mortgage Brokerage, Lenders andAdministrators ActKnowledge of regulatory tools such as progressive discipline, remediation plans andwarning lettersProficient in mediation,



persuasive, or conflict management techniques to facilitate theresolution of complaintsUnderstanding of accounting and internal audit principles and practices including financialanalysis for the review and assessment of financial and business records, statements andprocesses, is an assetKnowledge of research and analytical techniques and methods to gather information,conduct research; interpret data and prepare findingsStrong knowledge and experience with various software applicationsKnowledge And SkillsExcellent 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 GradeGrade 228-OPSEU ADMCompensation Range$1,478.60$1,892.29Bargaining UnitOPSEUJob CodeJob Code: 20207Employment TypeRegularScheduled Weekly Hours36.25FSRA 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

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