Bilingual Case Assessment Officer (Intake & Assessment)

Ombudsman For Banking Services and Investments•Toronto, ON

3d•CA$56,000 - CA$66,000•Hybrid

About The Position

Canada’s Ombudsman for Banking Services and Investments (OBSI) is a national, independent and not-for-profit organization that helps resolve and reduce disputes between consumers and financial services firms including banks, trust and loan companies, credit unions, investment dealers, mutual fund dealers and companies, exempt market dealers, portfolio managers, and scholarship plan dealers, as well as other financial services providers. OBSI responds to inquiries from the public, conducts fair and accessible investigations of unresolved disputes, and shares its knowledge and expertise with stakeholders and the public. Bilingual Case Assessment Officer I’s are the first point of contact for consumers and an important resource for firms. They answer consumer and firm inquiries, assess cases, determine if they are in mandate, and prepare them for assignment to investigators. Your prior experience working within the financial services sector (2+ years preferred) will help you to understand the issues that face consumers making complaints related to banking and investment products and issues. Your excellent customer service skills will enable you to address consumer concerns via phone and/or email with professionalism and empathy. When a consumer complaint is made, you will assess the case details to determine whether the complaint falls within OBSI’s mandate and proceed with the full document intake process. Bilingualism in French and English is required with full written and verbal fluency in both languages, and excellent letter writing skills will be key to communicate information and findings to consumers in both of Canada’s official languages.

Requirements

Bilingualism in French and English is required with full written and verbal fluency in both languages
Excellent letter writing skills
Prior experience working within the financial services sector (2+ years preferred)
Excellent customer service skills
Strong communications skills (written, verbal and oral) in English.
Excellent phone etiquette;
Strong interpersonal skills and the ability to work both independently and within a team environment;
Ability to communicate both tactfully and diplomatically and maintain a high degree of confidentiality and professionalism;
Strong organizational and time management skills and the ability to identify and prioritize tasks and to complete them within fixed timelines;
Strong customer service skills;
High attention to detail;
Sound judgment and a well-developed sense of fairness and ethics;
Good research and analytical skills to enable the determination and interpretation of relevant information;
Strong computer skills;

Nice To Haves

Bilingual (French) speaking is preferred
Knowledge of the financial sector is an asset.

Responsibilities

Answering live in-bound calls from and placing outbound calls to consumers and firms;
Responding to email inquiries from consumers and firms;
When appropriate, referring consumers to the appropriate firm, regulator or agency;
Providing information and direction to consumers about our mandate and our complaint-handling process;
Collecting information from consumers to make mandate decisions.
Assessing complaints and determining if they are in mandate;
Writing case summaries for each case;
Identifying cases that may be appropriate for expedited investigation;
Determining products, issues and complexity ratings for each case;
Identifying and raising systemic issues to Manager;
Writing out-of-mandate letters and communicating findings to consumers;
Sending and reviewing consent letters with consumers to ensure they understand the terms and conditions of OBSI’s investigations;
Requesting documents from firms, ensuring they are received in a timely manner, and preparing electronic case folders;
Collecting demographic data from consumers for each open case.
Maintaining the accuracy of template responses and referral information on file;
Helping to train new staff;
Providing meaningful input and quality participation in projects relating to corporate objectives and the improvement of OBSI;
Assisting the Communications Team with French translations;
Participating in stakeholder events;
Other duties as assigned.