At FSRA, our vision is to ensure financial safety, fairness, and choice for Ontarians. As a financial services regulator, we’re passionate about protecting consumers. Our principles-based approach means we can quickly and effectively respond to the changing needs of consumers and the industry.
Our team combines industry expertise with commitment to public service. We attract individuals who are interested in meaningful work and who measure success through outcomes, not inputs.
At FSRA, we invest in the personal and professional growth of our team. We offer a competitive compensation package that includes an employer-matched defined benefit pension plan , and a comprehensive and competitive benefits plan. We prioritize learning and development, wellbeing, diversity, equity, inclusion and belonging, and community giving.
Join FSRA and help us shape the future of regulation for generations to come!
Job Description:
PURPOSE OF POSITION
As a member of the Market Conduct team, you will apply your knowledge and experience in one or more of
the FSRA regulated sectors to manage a caseload that involves analyzing and addressing consumer
complaints of misconduct or allegations of breaches involving business practices of financial service
institutions and intermediaries (such as mortgage brokers/agents/administrators and insurance agents).
KEY RESPONSIBILITIES
The primary responsibility of this role is the intake of consumer complaints and telephone or
email inquiries from internal and external stakeholders, and responding to escalated
inquiries.
Managing a caseload of complaints and systemic issues that includes assessing the severity
of each case, prioritizing as required, communicating with parties involved, and preparing
accurate and timely case reports of inquiry/complaint follow-up and resolution, including the
issuance of compliance letters as warranted.
Monitoring regulated industry conduct and activities to proactively identify potential negative
or unfair business practices, and to highlight conduct issues that may contribute to systemic
trends that impact consumer protection and the financial services industry.
Providing technical advice to financial institutions and intermediaries related to the
interpretation and application of FSRA’s compliance requirements and facilitating business
practice solutions to resolve complaints.
Providing input to market conduct procedures, processes and standards, and to new or
proposed revisions to legislation and policies.
Conducting research, fact-finding inquiries and analysis to prepare identified files for referral
to FSRA’s Case Management Committee to escalate enforcement action, or to assist with
examinations for specific compliance concerns
QUALIFICATIONS
Education and Experience
Proven knowledge and experience in a relevant regulated financial services sector
Knowledge of compliance standards for insurance or lending institution activities
Understanding of conduct analysis, risk-based theories and principles
Well versed in policy/legislation interpretation for Acts and regulation administered by FSRA
relevant to your sector of expertise, for example the Mortgage Brokerage, Lenders and
Administrators Act
Knowledge of regulatory tools such as progressive discipline, remediation plans and
warning letters
Proficient in mediation, persuasive, or conflict management techniques to facilitate the
resolution of complaints
Understanding of accounting and internal audit principles and practices including financial
analysis for the review and assessment of financial and business records, statements and
processes, is an asset
Knowledge of research and analytical techniques and methods to gather information,
conduct research; interpret data and prepare findings
Strong knowledge and experience with various software applications
Knowledge and Skills
Excellent oral and written communication skills to interact with consumers, prepare compliance letters and draft executive correspondence.
Advanced…