Compliance Specialist Jobs

Please note: This position would appeal to someone with a strong Regulatory or Legal background. However, this is NOT a role in the pharmaceutical, medical or manufacturing industries.

POSITION PURPOSE: The Compliance Specialist reports directly to the Manager, Regulatory Affairs and Compliance to assist in complaint handling, regulatory audits, call audits and salesperson compliance monitoring for the various regions in which the Company operates.

KEY RESPONSIBILITIES

COMPLAINTS MANAGEMENT:  Ensure that consumers filing a complaint with the Company are contacted within the required time to discuss and attempt the resolution of the complaint.  Respond to regulatory, Ministry, Better Business Bureau, Enbridge Open Bill Agreements and external agencies on consumer complaints within the required timelines.  Log all consumer complaints within the Company’s data management system.  Other duties as assigned.

AUDITING CALLS:  Complete and report on the weekly quality assurance audits on quality assurance, verification and renewal calls.

AGENT TRAINING & CERTIFICATION PROCESS:  Ensure that all active agents are trained and tested according to the Company’s training practices.  Ensure that all required documents (e.g., government issued identification, copy of the sales agent badge, signed sales representative agreements, criminal record checks) are on file for each active agent and agency.  Maintain and monitor the Company’s agent certification database module to ensure it is upto-date and complete.

AGENT COMPLAINT MANAGEMENT:  Review and communicate with the sales managers regarding weekly agent complaints.  Issue agent compliance notices according to the Company’s remedial action schedule.  Advise management of escalated consumer complaints.

EDUCATION, EXPERIENCE, SKILLS AND CAPABILITIES:  Post-secondary education – certificate, diploma or degree in business, case management or other related field.  1-2 years of customer complaint management experience with an emphasis on sales related complaints.  Advanced computer skills, using Microsoft Office Suite, in particular Word, Excel and Outlook are required.  Organized, detail-oriented and with the ability to handle concurrent, time-sensitive projects.  Excellent verbal, written, listening and presentation skills.  Ability to work well within time constraints and to multitask.  Ability to problem solve, answer questions and evaluate results.  Ability to identify issues involving complaints and customer concerns  Ability to function well in a fast-paced team environment.  High level of integrity, confidentially, and accountability.  Familiarity with retail energy industry an asset.

We pay a competitive salary: $50,000 - $60,000 per year, plus bonus and dental and health beneifts