Bilingual Case Assessment Officer

For training and onboarding purposes, this role will be onsite 4 days/week for up to 6 months. Following the onboarding period, the role will transition to a hybrid schedule of 2 days/week in office.

Monday to Friday

Our client is a national, independent, and not-for-profit organization dedicated to helping consumers and financial services firms resolve disputes fairly and efficiently. They are recognized for their commitment to fairness, integrity, professionalism, and public service.

This organization offers a collaborative and supportive workplace culture where employees are encouraged to grow professionally while making a meaningful impact within the financial services industry.

• Company-paid benefit plan starting from Day 1
• Paramedical coverage
• Drug plan
• Life insurance
• Pension plan
• Generous vacation allotment
• Casual dress code
• Excellent training and onboarding program
• Supportive and family-oriented work environment
• Opportunity to contribute to meaningful public-service work
• Professional growth and development opportunities

Bilingual Case Assessment Officers are the first point of contact for consumers and an important resource for firms. They respond to consumer and firm inquiries, assess cases, determine whether matters fall within mandate, and prepare files for assignment to investigators.

• Answer live inbound calls and place outbound calls to consumers and firms
• Respond to email inquiries from consumers and firms
• Refer consumers to the appropriate firm, regulator, or agency when applicable
• Provide information regarding mandate and complaint-handling processes
• Collect relevant information from consumers to support mandate decisions

• Assess complaints and determine whether they fall within mandate
• Prepare case summaries for each file
• Identify cases appropriate for expedited investigation
• Determine products, issues, and complexity ratings for cases
• Identify and elevate potential systemic issues to management
• Draft out-of-mandate letters and communicate findings to consumers
• Review and explain consent letters to consumers
• Request documentation from firms and prepare electronic case files
• Collect demographic information for open cases

• Maintain accuracy of template responses and referral information
• Support onboarding and training of new employees
• Participate in projects relating to organizational improvement and corporate objectives
• Assist with French translations when required
• Participate in stakeholder events and organizational initiatives
• Other duties as assigned

• Strong written and verbal communication skills in both English and French
• Strong interpersonal skills with the ability to work independently and collaboratively
• Ability to communicate tactfully, diplomatically, and professionally while maintaining confidentiality
• Strong organizational and time-management skills
• High attention to detail and accuracy
• Sound judgment with a strong sense of fairness and ethics
• Strong research, analytical, and problem-solving abilities
• Strong computer and administrative skills
• Knowledge of the financial services sector is considered an asset
• Previous customer service or financial services experience is preferred