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About the Role

Flair Airlines is seeking a Customer Regulatory Compliance Specialist to join their Customer Experience team. This role supports the management and resolution of complex customer and regulatory matters, including compensation claim appeals, Canadian Transportation Agency (CTA) issues, accessibility inquiries, and regulatory complaints. The specialist will review case documentation, apply regulatory requirements, and contribute to process improvements to ensure compliance across customer-facing operations.

Responsibilities

Manage complex customer and regulatory cases, including compensation claim appeals, Canadian Transportation Agency (CTA) matters, accessibility inquiries, regulatory complaints, and legal claims.
Review case histories, correspondence, and supporting documentation to assess matters and ensure decisions are appropriately documented and aligned with applicable requirements.
Interpret and apply Canadian Transportation Agency (CTA), U.S. Department of Transportation (DOT), accessibility, passenger protection, and other applicable regulatory requirements.
Monitor regulatory developments and support required changes to policies, procedures, templates, processes, and customer communications.
Coordinate with Legal, Operations, Marketing, and other internal teams on regulatory matters and the implementation of applicable requirements.
Maintain litigation and claims calendars, ensuring key deadlines, documentation, and deliverables are tracked and completed.
Compile investigation packages and supporting records for claims, litigation, tribunal, and regulatory matters using internal systems, including Airline Choice, Intelysis, and Zendesk.
Support Legal and external counsel in preparing documentation and materials for court, tribunal, and regulatory proceedings.
Develop and maintain templates and supporting materials for routine claims and litigation matters.
Develop and support training materials and internal communications for customer-facing teams related to regulatory changes, accessibility, complaint handling, and compliance processes.
Analyze complaints, claims, regulatory outcomes, and case trends to identify recurring issues, emerging risks, and opportunities for improvement.
Prepare reports, metrics, and presentations for management on case volumes, regulatory matters, trends, and emerging issues.
Support the implementation and improvement of case management, compliance tracking, and reporting tools and processes.
Work with Business Process Outsourcing (BPO) partners to support understanding and consistent application of regulatory processes and requirements.
Support interactions with regulatory bodies and industry associations, as required, in coordination with the Manager, Regulatory Compliance and Legal.
Perform other duties as assigned.

Requirements

Clear criminal record check and satisfactory references.
Must be legally eligible to work in Canada without restriction.

Skills

Familiarity with contact center and case management platforms such as Zendesk, Salesforce, AWS Connect, Qualtrics, or similar tools.
Strong analytical skills with the ability to interpret data, identify trends, and support data-informed decision-making.
Excellent written and verbal communication skills, with the ability to prepare clear, concise, and professional correspondence and reports.
Strong interpersonal and collaboration skills, with the ability to work effectively with cross-functional teams and external partners.
High attention to detail, strong organizational skills, and the ability to manage multiple cases and tasks simultaneously.
Comfortable working with policies, regulations, and structured processes, with the ability to apply them consistently in case handling.

Location

Edmonton (YEG)
Calgary (YYC)
Vancouver (YVR)
Toronto (YYZ)

Work Type

Full-time
On-site

Experience Level

Minimum of three (3) to five (5) years of experience in customer regulatory compliance, customer relations, complaint resolution, claims management, or a related customer-facing function, preferably within a regulated industry.
Demonstrated experience managing complex customer complaints, compensation claims, escalations, or regulatory matters.
Experience interpreting and applying passenger protection, accessibility, or other customer-related regulatory requirements; experience with CTA and DOT requirements is considered an asset.
Experience supporting litigation, legal claims, regulatory proceedings, or the preparation of case and investigation documentation is considered an asset.
Experience analyzing complaint and case trends and preparing reports or metrics to support compliance monitoring and operational improvements.

Education Level

Bachelor’s degree in Business Administration, Communications, Aviation, Public Policy, or a related field is preferred.
An equivalent combination of education and relevant experience will be considered.

Salary/Compensations

A salary that reflects your experience and contributions.

Benefits

Competitive medical and dental coverage
Disability insurance
Life insurance
Employee & family assistance program
Pension plan with employer-matched contributions
Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

About the Company

Flair Airlines is committed to making air travel affordable for everyone and is Canada's most reliable airline, offering real value.
The company is expanding its network, increasing flight frequencies, and introducing more services.
Flair Airlines prioritizes its teams by cultivating a supportive, collaborative work environment filled with opportunities for growth.
Investing in people is at the heart of what they do.
They are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

Equal Opportunity

Flair is committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent.
Encourages candidates from all backgrounds to apply.
If accommodation is needed during the selection process, candidates should notify Flair.
Only those selected to continue in the process will be contacted.