Industry Standards Officer

2 weeks ago

Langley, Canada Motor Vehicle Sales Authority Full time

The VSA builds public confidence in the motor dealer industry in BC by engaging and educating industry and consumers, ensuring a safe and reliable motor vehicle buying experience.

As an independent, non-profit, regulatory agency that oversees the sales of personal-use new and used vehicles, the VSA:

- licenses motor vehicle dealerships, salespeople, broker agents, broker agent representatives, and wholesalers
- provides licensing courses and continuing education for VSA licensees
- offers consumer information and assistance
- investigates consumer complaints and provides dispute resolution
- undertakes compliance action as needed
- At the VSA, we build public confidence in the motor dealer industry in BC by engaging and educating industry and consumers, ensuring a safe and reliable motor vehicle buying experience._

**What is the Role?**

The Consumer Services Officer (CSO) works as part of an integrated team to ensure consumer protection and public confidence in the provincial motor vehicle sales industry. Using a high degree of professionalism, the CSO provides information and assistance to the general public regarding their rights and responsibilities under the Motor Dealer Act and other applicable consumer protection statues. This includes facilitating informal dispute resolution for complaints made about transactions with the VSA licensees.

**What You'll Do**:

- Respond to high volume of communications from the general public in a professional, courteous, procedurally fair and informative manner
- Process public concerns, enquiries, complaints and compensation fund claims in a timely manner and in compliance with established policy and procedures
- Maintain ongoing accurate written case files documentation
- Provide information and referrals to the general public with attention to detail and concern for the public interest
- Work collaboratively with Communications on the development of the consumer protection communications and other consumer awareness initiatives
- Exercise good judgment and discretion in an objective, unbiased manner
- Maintain accurate and contemporaneous case records.
- Collaborate with the Investigations, Industry Standards and Licensing departments in the investigation of complaints and claims
- May be required to facilitate discussions between the parties in negotiating a resolution for a dispute
- Any other duties as assigned by the Manager of Consumer Services

**Is this a Good Fit for You?**

The CSO is the VSA’s first point of contact for the general public for questions, consumer complaints or compensation fund claims regarding dealers and salespeople, broker agents and representatives, wholesalers, and the provincial motor vehicle sales industry.

As a front-line ambassador, the CSO responds to general public enquiries and recommends options for dispute resolution by referencing applicable legislation, regulations, policies, and procedures.

The CSO is expected to be both proactive and reactive in the performance of all duties. This includes participation in the strategic initiative to develop online self-help tool for consumers and an online dispute resolution platform.

**Your Experience and Educational Background**
- Minimum: University degree in a related discipline such as criminology or political science and law or a minimum a one-year relevant experience in a related field such as consumer protection, dispute resolution, case management, regulatory environment, or motor dealer industry
- Preferred: Understanding of administrative fairness and natural justice
- Preferred: Experience with case management, facilitation, negotiation, mediation, and other dispute resolution processes
- Preferred: Knowledge of the _Motor Dealer Act_ and regulations, and the _Business Practices and Consumer Protection Act_
- Knowledge of or experience in the motor dealer industry is an asset

**You Possess the Following Competencies**
- Self-motivating and able to manage multiple priorities with attention to detail
- Ability to create and maintain accurate records
- Ability to handle large volumes of complex information and to summarize relevant facts
- Ability to work alone or as a member of a team
- Ability to calmly diffuse situations in a professional manner
- Strong problem-solving and negotiating skills
- Documented proficiency with computers, databases, word processing programs, and portable electronic devices
- Comfortable with digital solutions and processes
- Able to communicate clearly, concisely, and professionally in writing and orally
- Well-developed interviewing skills and techniques
- Able to maintain strict confidentiality
- Language skills other than English an asset

**Benefits of Working at the VSA**

In addition to becoming part of an exceptional team, we also offer:

- A competitive salary package,
- Vacation and optional leave arrangements,
- Opportunities for flex time,
- Extended health care and dental benefits,
- Access to our organization’s matching RRS

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