Complaints Officer
Complaints Officer
The Registered Insurance Brokers of Ontario (RIBO) is the provincial regulator for property and casualty insurance brokers in Ontario. Our primary mission is to protect the public in their interactions with insurance brokers.
We are looking for a full-time, experienced Complaints Officer.
This exciting role is ideal for someone with experience in insurance as a Complaints Officer and who is dedicated to fulfilling a public protection mandate.
Primary Responsibilities
RIBO’s public protection mandate includes receiving and reviewing all complaints against RIBO licensees. The complaints process is the first step in potential disciplinary action.
The Complaints Officer receives and reviews new complaints, identifies the regulatory issues raised, triages each complaint using established risk assessment criteria, and collects additional information when required. Based on the results of the risk assessment, the Complaints Officer resolves cases where appropriate, or refers cases to the Investigations Department where warranted.
Key Accountabilities & Responsibilities
- Receives and reviews complaints to determine whether the matter is within RIBO’s jurisdiction, assesses risk, and identifies regulatory issues raised in complaints
- Resolves cases where appropriate
- Prepares Authorizations for Investigation for complaints being referred to the Investigations Department
- Reviews and assesses cases in accordance with established service standards
- Identifies opportunities for improving existing processes and templates as well as opportunities for new processes and templates
- Reviews, researches, and responds verbally and in writing to inquiries and prepares external and internal written communications as required
- Liaises with other departments, and assists the Director, Compliance, Conduct & Investigations as required, including preparing and reviewing monthly statistics
- Identifies emerging trends and works with the Director, Compliance, Conduct & Investigations to develop new policies and processes as required
- Remains current on legislation, practices, and regulation
- Assumes other duties and responsibilities as required.
Essential Qualifications, Experience & Skills
- College diploma or university degree (e.g. law, arts, communications, business or other related field)
- RIBO licence, Chartered Insurance Professional (CIP) designation, or actively in progress, are strong assets
- At least 5-7 years of professional work experience in the insurance/brokerage industry
- A minimum 3 years experience handling complaints or complex customer service issues in a professional setting
- Proven experience successfully managing conflict and difficult conversations verbally and in writing
- The ability to effectively probe for detailed information, assess situations and determine the underlying regulatory issues related to the complaint
- Proven judgement and analytical skills to assess complaints, determine if they are within RIBO’s authority and how they should be addressed
- Conflict resolution skills
- Demonstrated strong written communication skills
- Excellent computer skills including Microsoft Word, SharePoint and the ability to learn new systems and technology.
This Job Might Be for You If You
- Are passionate about working in professional regulation with a public protection mandate
- Have an objective, fact-based, curious and analytical mindset
- Can communicate complex information in a clear and concise manner (verbally and in writing)
- Enjoy working in a collaborative environment
- Are knowledgeable about the insurance industry.
What RIBO Offers
RIBO offers a competitive compensation and total rewards package:
- Competitive salary (hiring range: $73,000 to $82,000 depending on experience)
- Up to 8% matching RRSP program
- Health and dental benefits
- Extra time off for winter break
- 10 paid sick days
- Half days before long weekends
- 3 paid personal days
- Professional development fund.
The Application Process
Continue to advance your career while making a valuable contribution towards protecting the public interest. Learn more about RIBO at www.RIBO.com.
If you believe you have the necessary skills and experience for this position, please send your resume and a detailed cover letter to careers@ribo.com including “Complaints Officer” in the subject line.
Your cover letter should include:
- what interests you about RIBO
- what interests you about the role
- how your specific skills, knowledge and experience will allow you to succeed in this role
At RIBO, we value diversity, equity, inclusion and ambitions. We are committed to building inclusive teams and an equitable workplace for all our employees. We strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process by emailing careers@ribo.com.
We sincerely thank all applicants. However, only those candidates whose skills and experience best match the requirements for the position will be contacted.
