Ombudsperson & Underwriting Audit Compliance Specialist

We currently have an opening for a permanent, full-time Ombudsperson & Underwriting Audit Compliance Specialist in our Corporate Underwriting department. This role will report to the Director of Underwriting and Product Development. Based out of our Edmonton office, the successful candidate will conduct post-decision complaint reviews and supports underwriting governance through internal audits, compliance reviews, internal audit readiness, and reporting. This role applies property and casualty insurance knowledge, policy wording interpretation, underwriting process expertise, and regulatory awareness to assess customer, stakeholder, and regulation complaints, prepare final position responses, and identify recurring issues or systemic improvement opportunities.

The role also supports Corporate Underwriting by maintaining internal audit checklists, templates, program governance tracking, and internal audit processes to promote consistency, regulatory readiness, reinsurance internal audit preparedness, and adhere to organizational standards, and underwriting guidelines.

• Assess complaints from customers, stakeholders, regulators, etc. in a timely manner with an objective approach and in the spirit of resolution;
• Prepare final position letters based on assessment/investigation of complaints;
• Analyze trends in complaints and build and present recommendations on changes to management;
• Build and maintain internal audit checklist, templates and processes which ensure consistency in the internal audit process across the organization;
• Participate in the internal auditing of underwriting files to ensure consistency and compliance across the organization and assure corporate standards, policies and processes are met;
• Communicate internal audit observations, recommendations, process improvement opportunities, and best practices;
• Analyze Underwriting trends and develop reports to summarize findings and deliver to Management;
• Evaluate training needs as identified through the internal audit process;
• Participate in the development and facilitation of training plans;
• Identify emerging trends in community concerns, report on recurring issues and participate in discussions on policy improvements and/or training;
• Interpret regulations, guidelines and legislation ensuring that practices and deliverables are compliant;
• Maintain a centralized program/governance register for broker programs, internal audit status, review frequency and Corporate Underwriting oversight requirement;
• Other appropriate duties as required.

• Minimum 10 years insurance experience;
• Understanding of the industry and area of service;
• Knowledge of underwriting risks and risk management;
• Guidewire experience would be considered an asset;
• Strong property and casualty claims/coverage understanding;
• Ability to read and accurately interpret policy wording and claims files;
• Ability to evaluate documents, processes and policies and identify gaps and loopholes;
• Ability to interpret regulations, guidelines and legislation ensuring compliance therewith;
• Ability to work independently, with a collaborative spirit;
• Strong verbal and written communication skill with the ability to deliver messages with tact and diplomacy;
• Innovative;
  Forward thinker;
• Deadline driven with the ability to juggle and manage multiple priorities;
• Professional, service-oriented approach with tact, empathy, objectivity and sound judgement;
• Strong analytical skills;
• Strong knowledge of various computer software (Microsoft Word and Excel);
• Exceptional ability to build and maintain relationships;
• Experience in the internal audit process a is considered an asset.

• Competitive base pay with annual bonus eligibility
• Healthy work-life balance including a day…