Investigator

2 weeks ago

Toronto ON, Canada Ombudsman for Banking Services and Investments Full time

Are you a talented investigator interested in public service and contributing to financial fairness and justice?

We are currently looking for Investigators and Senior Investigators to join our team.

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: Investigator or Senior Investigator

Position Type: Permanent or Full-time contract (1 year). Ability to conduct investigations in both official languages will be considered a strong asset.

Reporting to: Manager, Investigations

Description: The Investigators plays a critical role in the investigation and resolution of complaints. Investigators are assigned banking and investment cases involving a wide range of issues that range in complexity from straightforward to complex including multi-issue cases requiring a high degree of judgment, reasoning and/or analysis. Investigators are expected to exercise independent judgement and are required to manage moderate to high caseloads.

Location: Candidates residing anywhere in Canada will be considered. For Investigators residing in the Greater Toronto Area this is a hybrid position based in Toronto and flexible work arrangements are possible.

Duties and responsibilities:

  • Appropriately organizing case files
  • Reviewing documentation provided by consumers and participating firms
  • Determining relevant issues and developing investigation plans
  • Identifying and collecting additional documentation as required from consumers, participating firms and third parties
  • Conducting interviews with consumers, participating firm staff, and third parties
  • Conducting necessary research
  • Analyzing all information obtained
  • Requesting financial analysis and loss calculations to be completed by the Investment Analysis Team as required; reviewing and interpreting the results, including checking for accuracy
  • Maintaining regular contact with consumers and participating firms for all active investigations
  • Reaching well-reasoned conclusions that:
    • are based on appropriately thorough investigations;
    • consider all relevant evidence and information; and
    • are consistent with OBSI’s standard approaches, policies and procedures
  • When appropriate, seeking the assistance of the Manager, Investigations or colleagues
  • Accurately documenting the reasons and recommended conclusions
  • Communicating the details of the investigation and the approved conclusions to the consumer and participating firm
  • Writing clear initial view letters and facilitated settlement proposals
  • Facilitating settlements between clients and firms and confirming settlements in writing
  • When a facilitated settlement cannot be reached, drafting clear and persuasive investigation reports and working to gain both parties’ acceptance of the compensation recommendation
  • Investigating and closing cases in an efficient and timely manner
  • Responding to consumer and/or firm inquiries after a case is closed 

Contributing to organization initiatives

  • Keeping informed about industry news, trends and developments
  • Helping and supporting colleagues when called upon
  • Participating in training to improve knowledge and skills
  • Contributing to the on-going development of OBSI policies and procedures
  • Performing other related duties and completing special projects as assigned by the Manager, Investigations

Key qualification, abilities, and skills:

  • Strong knowledge of banking and investment industry and products, relevant legal and regulatory environment, and appropriate industry training
  • Strong judgment – the ability to make responsible decisions independently based on available information
  • A demonstrated personal commitment to fairness and ethics
  • Strong analytical skills – including the ability to break down complex or multi-dimensional problems, interpret and determine relevancy of information, and use conceptual or inductive reasoning to identify options and solutions
  • Strong planning, organizational and time-management skills - including the ability to identify tasks and resources required to complete investigations, the ability to use technology and identify resources to streamline investigations, and the ability to complete tasks and investigations within pre-determined timelines
  • Strong written and oral communication skills – the ability to communicate effectively and professionally with consumers, financial service providers and management in a clear, concise, complete, and logical manner about complex matters
  • Strong interviewing skills – including the ability to independently prepare for and conduct interviews and judge the reliability, credibility and veracity of persons interviewed
  • Strong research skills and techniques
  • Strong teamwork – ability to work effectively with colleagues and management
  • Good computer skills, particularly working proficiently with Word, Excel, Outlook and contact management/database applications and an ability to understand and adapt to new technologies
  • Bilingualism in French and English will be considered an asset

Direct Reports

  • None

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. Please send an email to HR@obsi.ca to make a request for accommodation during any aspect of the recruitment and selection process.

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