Job Title

Position Title: Senior Complaints & Inquiries Specialist Department: Complaints & Inquiries Location: Calgary, Montreal, Toronto or Vancouver Status: Permanent Full-Time (Hybrid) As a selfregulatory organization, the Canadian Investment Regulatory Organization (CIRO) is committed to setting high regulatory standards for the investment industry, safeguarding investors, and supporting the integrity of Canadas capital markets. Join a growing team and contribute to the dynamic and complex world of Canadian capital markets. The Complaints & Inquiries Department (C&I) is the first point of contact for the majority of incoming inquiries and complaints to CIRO. C&I is the main contact for public investors, but also plays an important triage role for other types of contacts. The Senior Complaints & Inquiries Specialist (SCIS) assists investors on a daily basis by responding efficiently and helpfully to investor inquiries and acting as the initial contact for all public investor complaints, both verbal and written. The SCIS must effectively convey CIROs mandate of investor protection through their communications with the public. Core Responsibilities Act as the first point of contact for all public investor inquiries and complaints, including those related to dealer conduct, marketplace trading and CIROs Debt Information Processor role. Provide consistent, thorough, and accurate information about CIROs role (and that of other industry players), the complaint process and options regarding compensation, where applicable, to complainants to help manage complainant expectations. Collect and analyze information from the investor and provide responses that are timely, accurate, and conveyed in plain language. Accurately assess and determine the appropriate course of action for all public complaints. Accurately record the receipt of all complaints and inquiries in the internal case management system and ensure all documents and correspondence are attached. Identify to management evolving trends, egregious matters, policy issues or concerns. Key Skills and Competencies Musthaves A passion for assisting investors with a strong ability to show empathy. Outstanding written and verbal communication 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 relationshipbuilding/collaboration skills. Strong personal initiative, problemsolving and decisionmaking skills, research and analytical skills, creativity, and ability to work independently and as a member of a team. Ability to work in a fastpaced 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. Nice to Haves Ability to work in both English and French is an asset. What we offer Competitive base salary in alignment with market. Performance based bonus. Hybrid work environment. Employer paid Health Benefits and Spending Account that offer flexibility to meet your individual or family needs as of day one. Defined Contribution Pension Plan with company matching that starts on your first day of employment. Paid flex days and sick days. Vacation days. Maternity Leave Of Absence / Paternity Leave Of Absence top up. Paid continuous learning and continuing development including designations. CIRO is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CIRO will provide accommodation to job applicants with disabilities throughout the recruitment process. Should you require accommodation, please contact Human Resources. #J-18808-Ljbffr