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About the Role

OBSI is seeking a Case Assessment Officer to join their team, contributing to financial fairness and justice by resolving disputes between consumers and financial services firms.

Responsibilities

• Answer live in-bound 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 appropriate.
• Provide information and direction to consumers about OBSI's mandate and complaint-handling process.
• Collect information from consumers to make mandate decisions.
• Assess complaints and determine if they are within OBSI's mandate.
• Write case summaries for each case.
• Identify cases suitable for expedited investigation.
• Determine products, issues, and complexity ratings for each case.
• Identify and escalate systemic issues to the Manager.
• Write out-of-mandate letters and communicate findings to consumers.
• Send and review consent letters with consumers, ensuring understanding of investigation terms.
• Request documents from firms, ensure timely receipt, and prepare electronic case folders.
• Collect demographic data from consumers for each open case.
• Maintain the accuracy of template responses and referral information.
• Assist in training new staff.
• Provide input and participate in projects related to corporate objectives and OBSI improvement.
• Assist the Communications Team with French translations.
• Participate in stakeholder events.
• Perform other assigned duties.

Requirements

• Strong communications skills (written, verbal, and oral) in English.
• Excellent phone etiquette.
• Strong interpersonal skills.
• Ability to work independently and within a team environment.
• Ability to communicate tactfully and diplomatically.
• Ability to maintain a high degree of confidentiality and professionalism.
• Strong organizational and time management skills.
• Ability to identify and prioritize tasks and 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 determine and interpret relevant information.
• Strong computer skills.

Skills

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

Location

• Toronto Office

Work Type

• Onsite (4 days/week for up to 6 months for training/onboarding)
• Hybrid (2 days/week after initial 6 months)

Salary/Compensations

• $56,000 - $66,000 per annum

About the Company

• Canada’s Ombudsman for Banking Services and Investments (OBSI) is a national, independent, and not-for-profit organization.
• OBSI helps resolve and reduce disputes between consumers and financial services firms.
• 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.

Equal Opportunity

• OBSI endeavors to make its recruitment process accessible to all applicants.
• Reasonable accommodations will be provided, upon request, to applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process.
• While OBSI may use digital tools to support the efficiency of its recruitment process, it does not use AI to identify or screen candidates.