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Inquiries and Complaints Officer

7 months ago

Toronto, Canada Bereavement Authority of Ontario Full time

**What are we looking for?**

If this sounds like a fit, we want to hear from you

**Responsibilities**
- Handle and resolve verbal and written complaints made to the BAO.
- Answer inquiries from consumers and licensees on bereavement-related topics, including compliance with applicable legislation.
- Obtain necessary information /updates from other departments for the resolution of the complaint.
- Review and evaluate each complaint to determine the appropriate course of action.
- Record all complaint details into the database and continue to make entries as new activities occur.
- Gather supporting information required for decision making.
- Track the progress of the complaints filed and ensure timely follow up and status updates provided to all relevant parties. Respond to all complaints within established service standards and with adherence to internal policies and protocols.
- Ensure an official written reply is provided to the complainant on company's decision and findings.
- Ensure compliance of all relevant procedures.
- Ensure that all complaints are responded to within established service standards and with adherence to internal policies and protocols.
- Conduct root cause analysis and provide recommended solutions for management review and evaluation.
- Gather data and statistics on complaints and prepare, compile and coordinate reports for management.
- Take initiative to address any issues that impact daily operations or to improve existing processes.
- Ensure database is used efficiently, ensure data is accurate and conduct data integrity exports periodically to perform quality assurance assessments.
- Ensure complaint handling is in accordance with existing regulations and guidelines.
- Undertake and complete assignments upon request.

**What will you bring to the BAO?**
- Minimum of 1 year experience in compliance, customer service and resolutions or equivalent experience.
- Strong verbal communication, organizational and interpersonal skills, along with the ability to work under pressure.
- Adeptness for engaging with diverse audiences including the public, private sector licensees and regulatory entities.
- Ability to perform job with flexibility, initiative, judgement, and discretion.
- Experience interpreting legislation and processing complaints in accordance with regulation.
- Ability to handle emotionally charged situations, e.g., providing advice to upset or agitated customers on a frequent, daily basis.
- Ability to manage competing priorities and respond to deadlines.
- Strong attention to detail.
- Strong understanding of complaint intake processes and procedures.
- Experience working with CRMs/databases.
- Advanced level skills in Excel, Word and Outlook.
- Class 1 or 2 Funeral Director’s licence or other experience in the bereavement sector an asset
- Experience with Delegated Administrative Authorities

**About **BAO**
- The Bereavement Authority of Ontario (BAO) is a government delegated authority administering provisions of the _Funeral, Burial and Cremation Services Act, 2002 (FBCSA)_ on behalf of the Ministry of Public and Business Service Delivery (formerly the Ministry of Government and Consumer Services). Responsible for protection of the public interest, the BAO regulates and supports licensed: funeral establishment operators, directors and preplanners; cemetery, crematorium and alternative disposition operators; transfer service operators; and bereavement sector sales representatives across Ontario. The BAO is wholly funded by licensee fees (not tax dollars)._
- The BAO offers a casual work environment, flexible work hours, and a competitive compensation and benefits package. The BAO is an equal opportunity employer and committed to fostering an accessible and inclusive environment for employees and licensees. If you require any accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let our HR department know and we will work with you to meet your needs._
- The BAO has a COVID-19 vaccination policy that requires all staff be fully vaccinated by a Health Canada approved COVID-19 vaccine or undergo regular testing. Individuals with valid medical or other human rights-based exemptions will be considered for appropriate accommodation within the policy._