Bilingual Finance Case Assessment Officer

Beyond Bilingual Inc.; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Company-paid benefit plan starting from Day 1

Paramedical coverage

Pension plan

Generous vacation allotment

Excellent training and onboarding program

Job summary

Beyond Bilingual Inc. is seeking a Bilingual Case Assessment Officer in Toronto, Ontario. This role involves being the first point of contact for consumers, responding to inquiries, assessing cases, and preparing files for investigators under a hybrid schedule after initial onsite training.

The ideal candidate possesses strong communication skills in both English and French, has excellent organization abilities, and a background in customer service or financial services is preferred. The position offers a supportive workplace culture with opportunities for professional growth.

Qualifications

• Ability to communicate tactfully, diplomatically, and professionally while maintaining confidentiality.
• High attention to detail and accuracy.
• Knowledge of the financial services sector is considered an asset.

Responsibilities

• Answer live inbound calls and place outbound calls to consumers and firms.
• Assess complaints and determine whether they fall within mandate.
• Maintain accuracy of template responses and support onboarding of new employees.

Skills

Strong written and verbal communication skills in both English and French

Strong interpersonal skills

Strong organizational and time-management skills

Research, analytical, and problem-solving abilities

Job description

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.

Hours

Monday to Friday

About the Organization

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

Job Summary

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.

Duties & Responsibilities Responding to Inquiries & Case Intake

• 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

Case Assessment

• 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 escalate 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

Organizational Contributions

• 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

Qualifications

• 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