Bilingual Case Assessment Officer-HYBRID

Bilingual Case Assessment Officer-HYBRID

FULL TIME, PERMANENT

Location : Toronto, ON (Hybrid in office 2 days a week if located in GTA) (4 days in office to start, 2 days after 3 months).

Hours : Mon-Fri 8 : 30am-5pm OR 9am - 5pm (35 hours / wk.) 1 hour unpaid lunch

Salary : Up to $60K

Company : Our client is a national, independent, and not-for-profit organization that continues to grow. Due to this tremendous growth, they are looking for a talented Senior Investigator to add to their team of professionals.

Perks :

• Company-paid benefit plan (starting day 1)
• Dental plan
• Vision plan
• Paramedical
• Drug plan
• Life Insurance
• Casual dress code policy
• Excellent training
• Family working atmosphere
• Pension
• Generous vacation allotment

Job Summary :

Bilingual Case Assessment Officers 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.

Duties and responsibilities :

Responding to inquiries and case intake

• 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.

Case Assessment

• 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 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.

Contributing to organizational initiatives

• 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 the organization.
• Assisting the Communications Team with French translations.
• Participating in stakeholder events.
• Other duties as assigned.

Qualifications :

• Strong communications skills (written, verbal and oral), in both French and English
• 2+ years’ related experience in Customer Service or Financial Services; and
• Must have University Degree
• Have completed or are willing to complete Canadian Securities Course.
• 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.
Il y a 23 jours