Senior Complaints & Inquiries Specialist
$92,000–$110,000 year
Hybrid · Toronto, Ontario, Canada or Calgary, Alberta, Canada
Job Summary
Senior role within CIRO's Complaints & Inquiries Department, serving as the first point of contact for public investor inquiries and complaints. Responsible for providing consistent, accurate information about CIRO’s role and the complaint process, researching inquiries, and explaining compensation options when applicable. Will draft written responses in plain language, record all interactions in the internal case management system, identify evolving trends and policy issues, and collaborate with other departments and management to address investor issues. Must communicate complex regulatory matters clearly, assess appropriate actions for complaints, and work both independently and as part of a team. Bilingual in French and English is preferred.
Required Qualifications
- A passion for assisting investors with a strong ability to show empathy
- Outstanding written and verbal communications skills
- Accuracy and strong attention to detail
- Ability to articulate and communicate complex issues to a variety of audiences
- Understanding of current and emerging issues in securities and capital markets regulation
- Strong networking and relationship-building/collaboration skills
- Strong personal initiative, problem solving and decision-making skills, research and analytical skills, creativity, and ability to work independently and as a member of a team
- Ability to work in a fast-paced environment, balancing multiple priorities within specific time deadlines and with frequent interruptions
- Working knowledge and application of dispute resolution methods
- Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation
- Bilingual in French and English (both verbal and written) preferred
Additional Requirements
- None
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