Regulatory Compliance Officer - Complaints & Risk

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

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.