Compliance Analyst

Real Estate Council of Ontario; Toronto; Hybrid; CAD 66,000 - 82,000; Full time

Job summary

Real Estate Council of Ontario (RECO) is seeking a Compliance Officer to independently review, assess, triage, and resolve complaints and early-stage compliance matters in line with RECO’s regulatory mandate and risk framework.

The role applies legislation, policies, and evidence to determine appropriate regulatory responses and identify potential breaches of TRESA, ensuring files are complete, well-documented, and properly categorized for defensible outcomes.

Qualifications

• Post-secondary education in public administration, business administration, regulatory administration, law, compliance, dispute resolution, or a related field; equivalent education and experience may be considered.
• 3-5 years of experience in compliance, investigations, regulatory operations, adjudication support, enforcement, complaints resolution, or a comparable regulatory environment.
• Experience reviewing documentation, assessing issues, gathering information, and applying policies, procedures, or decision frameworks.
• Understanding of complaint intake, triage, jurisdictional assessment, documentation standards, escalation pathways, and customer service principles.
• Ability to interpret and apply legislation, regulations, policies, business rules, and operational standards.
• Strong written and verbal communication skills.
• Strong analytical, problem-solving, organizational, attention to detail, and client service skills.
• Ability to manage sensitive or difficult conversations with professionalism, neutrality, empathy, and sound judgment.
• Experience using case management systems, CRM tools, contact centre systems, workflow tools, or related operational technologies.
• Knowledge of the Trust in Real Estate Services Act, 2002 and related regulatory obligations would be considered an asset.
• Experience in a regulatory body, consumer protection organization, public sector organization, professional licensing environment, or real estate regulatory environment would be considered an asset.

Responsibilities

• Reviews incoming complaints to identify the nature of the issue, parties involved, available information, jurisdictional considerations, potential regulatory concerns, and appropriate next steps.
• Conducts independent assessments of complaints and compliance concerns by reviewing evidence, interpreting legislation, evaluating regulatory risk, and determining the most appropriate course of action in accordance with RECO’s mandate.
• Communicates with complainants, registrants, and other stakeholders to clarify concerns, request missing information, confirm facts, and explain complaint process requirements.
• Assesses whether complaints fall within RECO’s mandate and identifies matters that may be outside jurisdiction, require referral to another body, or need escalation for additional review.
• Supports early resolution of complaints where appropriate by clarifying issues, explaining process requirements, facilitating communication, and helping resolve matters within established authority and procedures.
• Exercises judgment in determining the sufficiency, relevance, and reliability of information obtained during complaint reviews and compliance assessments.
• Prepares comprehensive case analyses, evidence summaries, risk assessments, and written recommendations that support regulatory decision-making and provide defensible rationale for outcomes.
• Prepares clear, professional, accurate, and consistent written communications, including requests for information, process explanations, referral letters, dismissal communications, and complaint outcome correspondence.
• Manages assigned complaint files, monitors timelines, prioritizes work, and supports service standards, intake quality, workflow efficiency, and timely complaint handling.
• Assesses regulatory, operational, consumer protection, and reputational risks associated with complaints and compliance matters and determines appropriate mitigation, referral, or escalation strategies.
• Identifies recurring complaint themes, documentation issues, process gaps, service concerns, and opportunities to improve templates, guidance, workflow, and complaint handling practices.

Skills

Written and verbal communication

Analytical thinking

Problem solving

Attention to detail

Client service

Conflict management

Professionalism and judgment

Use of case management systems

Education

Post-secondary education in public administration or related field

Tools

Case management systems

CRM tools

Contact centre systems

Workflow tools

Job description

About RECO

As Ontario’s regulator of more than 110,000 real estate agents and brokerages (often referred to as registrants), RECO administers and enforces the law that regulates trading in real estate in Ontario and enhances consumer confidence in the real estate services sector. RECO’s commitment to pursuing trust in every transaction means consumers can navigate the real estate market with confidence.

A modern regulator with approximately 170 employees, RECO is a collegial and dynamic environment where strategic agility, curiosity and empathy are valued.

Hybrid work environment

RECO has a ‘hybrid’ environment, which typically includes a minimum attendance in the office of two days per week, with some teams/positions requiring more frequent in-office attendance.

RECO’s commitment to diversity and inclusion: They aren’t just words to us!

RECO is committed to promoting an equitable, diverse, and inclusive environment that includes awareness, education, and engagement-building opportunities for all employees.

The role

The Compliance Officer is responsible for independently reviewing, assessing, triaging, and resolving complaints and early-stage compliance matters in accordance with RECO’s regulatory mandate, policies, procedures, service standards, and risk framework.

The role exercises professional judgment in interpreting legislation, policies, procedures, and evidence to determine appropriate regulatory responses, identify potential breaches of the Trust in Real Estate Services Act (TRESA), and recommend corrective, remedial, or escalated action where appropriate.

The Compliance Officer contributes fair, timely, consistent, and defensible complaint outcomes by ensuring files are complete, well-documented, properly categorized, and managed in accordance with RECO’s standards and obligations under TRESA.

Position responsibilities

Complaint Intake, Assessment, and Resolution Support

• Reviews incoming complaints to identify the nature of the issue, parties involved, available information, jurisdictional considerations, potential regulatory concerns, and appropriate next steps.
• Conducts independent assessments of complaints and compliance concerns by reviewing evidence, interpreting legislation, evaluating regulatory risk, and determining the most appropriate course of action in accordance with RECO’s mandate.
• Communicates with complainants, registrants, and other stakeholders to clarify concerns, request missing information, confirm facts, and explain complaint process requirements.
• Assesses whether complaints fall within RECO’s mandate and identifies matters that may be outside jurisdiction, require referral to another body, or need escalation for additional review.
• Supports early resolution of complaints where appropriate by clarifying issues, explaining process requirements, facilitating communication, and helping resolve matters within established authority and procedures.
• Exercises judgment in determining the sufficiency, relevance, and reliability of information obtained during complaint reviews and compliance assessments.

Documentation, Correspondence, and Workflow Management

• Prepares comprehensive case analyses, evidence summaries, risk assessments, and written recommendations that support regulatory decision-making and provide defensible rationale for outcomes.
• Prepares clear, professional, accurate, and consistent written communications, including requests for information, process explanations, referral letters, dismissal communications, and complaint outcome correspondence.
• Manages assigned complaint files, monitors timelines, prioritizes work, and supports service standards, intake quality, workflow efficiency, and timely complaint handling.

Risk Management and Continuous Improvement

• Assesses regulatory, operational, consumer protection, and reputational risks associated with complaints and compliance matters and determines appropriate mitigation, referral, or escalation strategies.
• Identifies recurring complaint themes, documentation issues, process gaps, service concerns, and opportunities to improve templates, guidance, workflow, and complaint handling practices.

Qualifications and experience

• Post-secondary education in public administration, business administration, regulatory administration, law, compliance, dispute resolution, social sciences, communications, or a related field; equivalent education and experience may be considered.
• 3-5 years of experience in compliance, investigations, regulatory operations, adjudication support, enforcement, complaints resolution, or a comparable regulatory environment.
• Experience reviewing documentation, assessing issues, gathering information, and applying policies, procedures, or decision frameworks.
• Understanding of complaint intake, triage, jurisdictional assessment, documentation standards, escalation pathways, and customer service principles.
• Ability to interpret and apply legislation, regulations, policies, business rules, and operational standards.
• Strong written and verbal communication skills.
• Strong analytical, problem-solving, organizational, attention to detail, and client service skills.
• Ability to manage sensitive or difficult conversations with professionalism, neutrality, empathy, and sound judgment.
• Experience using case management systems, CRM tools, contact centre systems, workflow tools, or related operational technologies.
• Knowledge of the Trust in Real Estate Services Act, 2002 and related regulatory obligations would be considered an asset.
• Experience in a regulatory body, consumer protection organization, public sector organization, professional licensing environment, or real estate regulatory environment would be considered an asset.

Core competencies

• Analytical Thinking & Judgment
• Regulatory & Policy Awareness
• Risk Assessment & Decision Making
• Attention to Detail
• Written CommunicationCustomer Service Orientation
• Escalation Judgment
• Conflict Management
• Professionalism & Composure
• Continuous Improvement Orientation

Pay Range

$65,700—$82,136 CAD

Why work for RECO?

Working at RECO means contributing to an organization that supports a fair, transparent, and consumer-focused real estate marketplace.

What you can expect

• Purpose-driven work: Your contributions help protect consumers and strengthen one of Ontario’s largest and most important sectors.
• A modern, evolving regulator: We are innovating how we regulate and engage with the real estate sector, and your ideas and expertise will help shape the future.
• Professional growth: We invest in employee development, ongoing learning, and cross-functional exposure.
• Hybrid flexibility: Our hybrid model supports balance, flexibility, and wellbeing.
• Inclusive culture: You’ll work with people who care deeply about doing what’s right and delivering high-quality public service.

Join us

If you’re passionate about meaningful work, eager to grow, and want to make a tangible impact on an industry that touches every Ontarian, RECO is the place to do it.

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RECO is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility.

We thank all applicants in advance for their interest.