Complaints Officer (BC, AB, or ON)

Description

Your Role

As Square One’s Complaints Officer, you serve as the bridge between regulatory compliance and exceptional customer service.

In this role, you conduct the final review for escalated customer complaints and provide Square One’s final position letter. You approach customer concerns with empathy, active listening, objectivity, and fairness. By analyzing and applying insurance regulations, statutory requirements, company procedures, and policy guidelines, you ensure every complaint receives full and fair consideration.

Your success comes from pairing a solid foundation in insurance practices with exemplary research, plain-language writing, and dispute-resolution skills. You remain composed under pressure because you are detail-oriented, highly organized, and an analytical thinker. These strengths allow you to resolve complex disputes fairly while identifying smarter, innovative ways to improve our overall customer experience.

The way in which home and auto insurance is distributed, fulfilled, and serviced is changing. Increasingly, people choose to research, buy, and manage their insurance online. So, you want to build your career at a progressive company that excels in the online space.

Square One was the first online home insurance provider in North America. And, we’re the only insurance provider that lets clients choose what they insure so they only pay for what they need.

We’re committed to making it convenient and easy for clients to do business with us. So, it should be no surprise that we’re obsessed with delivering the very best experiences to our clients.

Your Responsibilities

Reporting to Square One’s General Counsel, the Complaints Officer is a key member of the company’s Legal + Compliance team. You play a crucial role in maintaining regulatory compliance, customer trust, and high service standards across all jurisdictions we serve.

Your duties will include:

• Managing final escalations: Serving as the final internal escalation point for customer complaints, which includes:
  • Reviewing escalated complaints where the customer remains dissatisfied following the Divisional Head’s review;
  • Conducting objective reviews of customer files, call logs, correspondence, and other documentation;
  • Interpreting and applying relevant legal frameworks, industry codes and guidelines, and company policies;
  • De-escalating customers using active listening and empathetic communication;
  • Evaluating whether the file was fully and properly considered at earlier stages and providing any appropriate recommendations; and
  • Explaining complex insurance concepts, regulatory constraints, and decision rationale in a clear, plain-language manner.
• Regulatory and underwriter reporting: Preparing documentation and responses to regulatory and external dispute resolution inquiries (e.g., insurance councils, regulators, or ombudservices) and maintaining regular complaint logs and reporting for insurer partners.
• Compliance management: Ensuring all complaints processing adhere to internal policies and statutory or contractual response timelines.
• Continuous improvement: Analyzing complaint trends to identify root causes, operational gaps, or training opportunities across sales, service, and claims.

Your Qualifications

• 3+ years of experience in complaint handling, compliance, alternative dispute resolution, or claims adjustment in the financial services, insurance, or legal sectors.
• General insurance license or adjusting license (or the willingness to secure one).
• Knowledge of relevant regulatory and market conduct frameworks (e.g., provincial insurance laws and regulations, Fair Treatment of Customers, industry standards, etc.)
• Strong analytical, drafting, and problem-solving skills, including the ability to remain objective and neutral under high-stress conditions.
• Excellent communication and interpersonal skills with the ability to work cross-functionally.
• Ability to handle sensitive information and make sound judgments.
• High level of proficiency with Microsoft Office applications.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Strong ethical standards and professional integrity.
• Proactive and able to work independently.
• Strong written and verbal skills in both English and French are a definite advantage.

Your Compensation + Benefits

You appreciate that Square One personalizes your compensation and benefits just as it personalizes policies for its customers. Your compensation and benefits plan include

• A starting salary of $68,000 to $85,000 depending on experience.
• In-office, hybrid, or remote work setup.
• 3 weeks of vacation to start and an additional week after only 3 years.
• Flexible medical, dental, vision and extended health care coverage.
• Short- and long-term disability coverage.
• In-house and external training paid by Square One.

You will also participate in Square One's employee profit share and performance bonus programs. Under these programs, when the company achieves its annual targets, you share in its profits.

Why work for Square One?
Probably the shortest and simplest answer for why you should work at Square One is that you want to be part of a tight-knit team where each person's expertise is respected and valued. You're done working at places that tell you what to do, how to do it, and that don't compensate you fairly. To learn more about why you should work for Square One, visit: www.squareone.ca/careers

Accessibility
Square One welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Learn more about our commitment to accessibility: https://www.squareone.ca/accessibility

How to Apply

Please prepare your updated résumé clearly stating how you meet the qualifications. Click the button below to start your application. You have our commitment that we will respond to all applicants and inquiries.

Square One Insurance Services is a Canadian-owned and operated insurance agency (or brokerage) that serves British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, and Quebec.

Founded in 2011, Square One is an innovative insurance agency that is revolutionizing the way people think about insurance. With a focus on treating people the right way, taking ownership and solving problems, being creative, and taking calculated risks, we stand out from other companies in the industry.

We at Square One understand that a company is nothing without its team, which is why we’ve assembled a group of experienced professionals who have worked in the insurance industry for years. We believe in the power of strong partnerships and have long-term relationships with our underwriting and claims suppliers. Square One issues, bills, and services policies on behalf of our underwriters, including The Mutual Fire Insurance Company of British Columbia for home insurance and Zurich Insurance Company Ltd. for car insurance.

We’re committed to providing exceptional service to our clients. Sales and service support are provided from our Vancouver office and from remote employees across the country. We also utilize local claims adjusters and vendors to ensure prompt and efficient service. With a focus on transparency and customer satisfaction, Square One is the home insurance provider that truly puts the needs of the customer first.

We offer exciting career opportunities for individuals looking to work in the insurance industry. If you’re seeking a tight-knit team where your expertise is respected and valued, Square One could be the perfect fit for you.