Case Assessment Officer (Intake & Assessment)

OMBUDSMAN FOR BANKING SERVICES AND INVESTMENTS; Toronto; Hybrid; CAD 56,000 - 66,000; Full time

Job summary

Ombudsman for Banking Services and Investments (OBSI) in Toronto is seeking a Case Assessment Officer I to manage intake, assess complaints, and prepare cases for investigators. The role emphasizes strong client service, bilingual communication, and adherence to OBSI mandates.

The position offers hybrid work in Toronto with onsite training, and the successful candidate will handle inquiries, document review, and collaboration with investigators while upholding confidentiality and ethics.

Qualifications

• Strong written and verbal communications in English and French.
• Strong interpersonal and teamwork skills.
• Ability to communicate tactfully and diplomatically.
• Excellent organizational and time management.
• High attention to detail and sound judgment.
• Knowledge of the financial sector is an asset.

Responsibilities

• Responding to inquiries and case intake: make outbound calls, reply to emails, refer to appropriate firm or regulator, provide information on mandate and process, collect information.
• Case assessment: assess complaints for mandate, write case summaries, identify expedited investigations, assign products and issues, raise systemic issues.
• Contributing to organizational initiatives: maintain templates, train new staff, participate in projects, engage in stakeholder events, other duties.

Skills

Communications

Bilingual EN/FR

Interpersonal skills

Time management

Attention to detail

Judgment & ethics

Research & analysis

Financial sector knowledge

Job description

Case Assessment Officer (Intake & Assessment)

FT Vac Accrual CAO Toronto, Toronto, ON, CA

30+ days ago Requisition ID: 1066

Are you a financial services professional with intake and assessment skills interested in public service and contributing to financial fairness and justice?

Canada’s Ombudsman for Banking Services and Investments (OBSI) is a national, independent and not-for-profit organization that helps resolve and reduce disputes between consumers and financial services firms in both official languages. OBSI is responsive to consumer inquiries, conducts fair and accessible investigations of unresolved disputes, and shares its knowledge and expertise with the stakeholders and the public. If a consumer has a complaint against an OBSI participating bank or investment firm that they are not able to resolve with the bank or firm, OBSI will investigate at no cost to the consumer.

Job Title: Case Assessment Officer I

Location: Toronto Office (Hybrid) preferred. If outside of the Greater Toronto Area the role will be remote.

Reporting to: Manager, Case Assessment

Salary range: $56,000 - $66,000 per annum

Workplace Type: For training and onboarding purposes this role will be onsite 4 days/week for up to 6 months. After that time it will be 2 days/week hybrid for Toronto based staff.

Description:

Case Assessment Officer I’s are the first point of contact for consumers and an important resource for firms. They answer consumer and firm inquiries, assess complaints, determine if they are in mandate, and prepare them for assignment to investigators.

Your prior experience working within the financial services sector (2+ years preferred) will help you to understand the issues that face consumers making complaints related to banking and investment products and issues. Your excellent customer service skills will enable you to address consumer concerns via phone and/or email with professionalism and empathy. When a consumer complaint is made, you will assess the case details to determine whether the complaint falls within OBSI’s mandate and proceed with the intake and assessment process. Bilingualism in French and English is preferred with full written and verbal fluency in both languages, and excellent letter writing skills will be key to effectively communicating information and findings to consumers in both of Canada’s official languages.

Duties and responsibilities

Responding to inquiries and case intake:

• Following up with voicemail inquiries by placing outbound calls to consumers and firms;
• Responding to email inquiries from consumers and firms;
• When appropriate, referring consumers to the appropriate firm, regulator or agency;
• Providing information and direction to consumers about our mandate and our complaint-handling process;
• Collecting information from consumers to determine whether their complaint is within our mandate to investigate.

Case Assessment:

• Assessing complaints and determining if they are in mandate;
• Writing case summaries for each case;
• Identifying cases that may be appropriate for expedited investigation;
• Determining products, issues and complexity ratings for each case;
• Identifying and raising systemic issues to a manager;
• Writing out-of-mandate letters and communicating findings to consumers;
• Sending and reviewing consent letters with consumers to ensure they understand the terms and conditions of OBSI’s investigations;
• Requesting documents from firms, ensuring they are received in a timely manner, and preparing electronic case folders;
• Collecting demographic data from consumers

Contributing to organizational initiatives:

• Maintaining the accuracy of template responses and referral information on file;
• Helping to train new staff;
• Providing meaningful input and quality participation in projects relating to corporate objectives and the improvement of OBSI;
• Participating in stakeholder events;
• Other duties as assigned.

Key qualifications, abilities and skills:

• Strong communications skills (written and verbal) in English and French (if bilingual)
• Strong interpersonal skills and the ability to work both independently and within a team environment;
• Ability to communicate both tactfully and diplomatically and maintain a high degree of confidentiality and professionalism;
• Strong organizational and time management skills and the ability to identify and prioritize tasks and to complete them within required timelines;
• High attention to detail;
• Sound judgment and a well-developed sense of fairness and ethics;
• Good research and analytical skills to enable the determination and interpretation of relevant information;
• Knowledge of the financial sector is an asset.

OBSI endeavors to make its recruitment process accessible to all applicants. Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process.

While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates.