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About the Role

OBSI is seeking a financial services professional with intake and assessment skills to contribute to financial fairness and justice. This role serves as the first point of contact for consumers and an important resource for firms, handling inquiries, assessing cases, and preparing them for investigation.

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 that may be appropriate for expedited investigation.
• Determine products, issues, and complexity ratings for each case.
• Identify and raise systemic issues to the Manager.
• Write out-of-mandate letters and communicate findings to consumers.
• Send and review consent letters with consumers to ensure they understand the terms and conditions of OBSI's investigations.
• 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 meaningful input and quality participation in projects related to corporate objectives and OBSI improvement.
• Assist the Communications Team with French translations.
• Participate in stakeholder events.
• Perform other duties as assigned.

Requirements

• Prior experience working within the financial services sector (2+ years preferred).
• Excellent customer service skills.
• Bilingualism in French and English is required with full written and verbal fluency in both languages.
• Excellent letter writing 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.
• Knowledge of the financial sector is an asset.

Skills

• Intake and assessment
• Financial services knowledge
• Customer service
• Communication (written, verbal, oral)
• Bilingualism (French and English)
• Letter writing
• Phone etiquette
• Interpersonal skills
• Teamwork
• Independent work
• Tactful communication
• Diplomatic communication
• Confidentiality
• Professionalism
• Organizational skills
• Time management
• Prioritization
• Attention to detail
• Judgment
• Fairness
• Ethics
• Research skills
• Analytical skills
• Computer skills

Location

• Toronto Office (Hybrid preferred)
• Remote (if outside of the Greater Toronto Area)

Work Type

• Hybrid
• Remote
• Onsite (for training and onboarding)

Experience Level

• 2+ years preferred in financial services

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 that 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 in order to facilitate equal opportunity throughout the recruitment and selection process.
• While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates.