Customer Regulatory Compliance Specialist

Flair Airlines Ltd.; Calgary; On-site; CAD 90,000 - 110,000; Full time

Benefits offered by this job

Unlimited travel perks

Benefits package and pension plan

Job summary

Flair Airlines is seeking a Customer Regulatory Compliance Specialist to join our Calgary-based Customer Experience team. You will support the management and resolution of complex customer and regulatory matters, including compensation claims, CTA matters, accessibility inquiries, and other compliance cases, ensuring timely and compliant resolutions.

You will work with Legal, Operations, Marketing, and other teams to implement regulatory changes, improve processes, and develop training materials

Qualifications

• Bachelor’s degree preferred; combination of education and experience will be considered.
• 3–5 years in customer regulatory compliance or related function, preferably in a regulated industry.
• Experience interpreting passenger protection, CTA, and DOT requirements is an asset.
• Experience supporting litigation, regulatory proceedings, or case documentation is an asset.

Responsibilities

• Manage complex customer and regulatory cases including CTA matters and accessibility inquiries.
• Review case histories and supporting documentation to ensure appropriate decisions.
• Interpret and apply CTA, DOT, accessibility, passenger protection, and other regulations.
• Monitor regulatory developments and update policies, templates, and communications.
• Coordinate with Legal, Operations, Marketing and other teams on regulatory matters.
• Maintain litigation and claims calendars with deadlines and deliverables.
• Prepare investigation packages for claims, litigation, tribunal, and regulatory matters.

Skills

Zendesk

Salesforce

AWS Connect

Qualtrics

Data analysis

Communication

Collaboration

Attention to detail

Education

Bachelor's degree

Equivalent experience considered

Tools

Airline Choice

Intelysis

Job description

Customer Regulatory Compliance Specialist

Full Time Contributor Calgary, AB, CA

4 days ago Requisition ID: 1557

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach.

Your Team:

Join Flair’s Customer Experience team, where regulatory compliance and effective case management support fair and consistent outcomes for customers. Reporting to the Manager, Regulatory Compliance, the Customer Regulatory Compliance Specialist is responsible for supporting the management and resolution of complex customer and regulatory matters. This includes compensation claim appeals, Canadian Transportation Agency (CTA) matters, accessibility inquiries, regulatory complaints, and other compliance-related cases.

The Customer Regulatory Compliance Specialist reviews case documentation, applies applicable regulatory requirements, and works with internal teams to support timely and compliant resolutions. The role also supports improvements to regulatory processes, procedures, tools, training materials, and reporting to strengthen compliance across customer-facing operations.

This is a full-time, on-site position that can be based at any of our Edmonton (YEG), Calgary (YYC), Vancouver (YVR), or Toronto (YYZ) offices.

A Day in the Life:

• Manage complex customer and regulatory cases, including compensation claim appeals, Canadian Transportation Agency (CTA) matters, accessibility inquiries, regulatory complaints, and legal claims.
• Review case histories, correspondence, and supporting documentation to assess matters and ensure decisions are appropriately documented and aligned with applicable requirements.
• Interpret and apply Canadian Transportation Agency (CTA), U.S. Department of Transportation (DOT), accessibility, passenger protection, and other applicable regulatory requirements.
• Monitor regulatory developments and support required changes to policies, procedures, templates, processes, and customer communications.
• Coordinate with Legal, Operations, Marketing, and other internal teams on regulatory matters and the implementation of applicable requirements.
• Maintain litigation and claims calendars, ensuring key deadlines, documentation, and deliverables are tracked and completed.
• Compile investigation packages and supporting records for claims, litigation, tribunal, and regulatory matters using internal systems, including Airline Choice, Intelysis, and Zendesk.
• Support Legal and external counsel in preparing documentation and materials for court, tribunal, and regulatory proceedings.
• Develop and maintain templates and supporting materials for routine claims and litigation matters.
• Develop and support training materials and internal communications for customer-facing teams related to regulatory changes, accessibility, complaint handling, and compliance processes.
• Analyze complaints, claims, regulatory outcomes, and case trends to identify recurring issues, emerging risks, and opportunities for improvement.
• Prepare reports, metrics, and presentations for management on case volumes, regulatory matters, trends, and emerging issues.
• Support the implementation and improvement of case management, compliance tracking, and reporting tools and processes.
• Work with Business Process Outsourcing (BPO) partners to support understanding and consistent application of regulatory processes and requirements.
• Support interactions with regulatory bodies and industry associations, as required, in coordination with the Manager, Regulatory Compliance and Legal.
• Perform other duties as assigned.

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values: honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Bachelor’s degree in Business Administration, Communications, Aviation, Public Policy, or a related field is preferred.
  • An equivalent combination of education and relevant experience will be considered.
• Experience:
  • Minimum of three (3) to five (5) years of experience in customer regulatory compliance, customer relations, complaint resolution, claims management, or a related customer-facing function, preferably within a regulated industry.
  • Demonstrated experience managing complex customer complaints, compensation claims, escalations, or regulatory matters.
  • Experience interpreting and applying passenger protection, accessibility, or other customer-related regulatory requirements; experience with CTA and DOT requirements is considered an asset.
  • Experience supporting litigation, legal claims, regulatory proceedings, or the preparation of case and investigation documentation is considered an asset.
  • Experience analyzing complaint and case trends and preparing reports or metrics to support compliance monitoring and operational improvements.
• Skills & Abilities:
  • Familiarity with contact center and case management platforms such as Zendesk, Salesforce, AWS Connect, Qualtrics, or similar tools.
  • Strong analytical skills with the ability to interpret data, identify trends, and support data-informed decision-making.
  • Excellent written and verbal communication skills, with the ability to prepare clear, concise, and professional correspondence and reports.
  • Strong interpersonal and collaboration skills, with the ability to work effectively with cross-functional teams and external partners.
  • High attention to detail, strong organizational skills, and the ability to manage multiple cases and tasks simultaneously.
  • Comfortable working with policies, regulations, and structured processes, with the ability to apply them consistently in case handling.
• Requirements:
  • Clear criminal record check and satisfactory references.
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary– A salary that reflects your experience and contributions.
• Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings – A pension plan with employer-matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

Apply by: September 07, 2026

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.