Lead, Case Management

2 weeks ago

Toronto, Canada Financial Services Regulatory Authority of Ontario (FSRA) Full time

FSRA is guided by our vision of financial safety, fairness and choice for Ontarians. We achieve this by public service through dynamic, principles-based and outcomes-focused regulation. FSRA is committed to attracting and retaining exceptional people who bring energy, expertise, and experience. This includes providing a comprehensive total rewards package that looks beyond compensation and takes into consideration those things that are important to employees:
- High employee engagement scores with opportunity for growth, learning and development
- Flexibility with a hybrid work model in an office designed for collaboration
- Competitive benefits plan, including a Defined Benefit pension plan
- Promoting wellness and fostering an inclusive environment where all employees feel valued and respected
- Culture of giving back to our communities through charitable activities**Job Description**:
PURPOSE OF POSITION
- Accountable for development, introduction and oversight of customer service and case management standards, principles and reporting to optimize the delivery of front-line operations provided by Compliance Officers, responsible for handling sector specific complaints, escalated inquiries or tips. Accountable for providing oversight of the process including work assignment, quality assurance and reporting.
- KEY RESPONSIBILITIES:
- Conducts the research, planning and introduction of new and/or improvements to existing customer service and case management standards, principles, processes and protocols to ensure quality, consistent delivery of customer services including messaging for handling of complaints, escalated inquiries or tips about financial service institutions and intermediaries in sectors regulated by FSRA.-
- Develops, implements and provides training and coaching on resource materials, tools, processes and supports (e.g., intake, processing, escalating and closing of files) to ensure customer needs are addressed when services are delivered by Compliance Officers within Market Conduct.-
- Establishes and regularly evaluates the scope of escalated inquiries forwarded from Contact Centre to Market Conduct, recalibrates allocation of inquiries between Contact Centre and Market Conduct as appropriate, and develops and provides relevant training.-
- Coordinates the receipt and handling of complaints, escalated inquiries or tips received from consumers, regulated sector participants or media scans for assignment to sector specific Compliance Officers and to determine issues for escalation to a manager as appropriate.-
- Supports the management team in defining business requirements for future updates to the case management system.-
- Provides quality assurance of staff work through sample audits of cases, monitors caseload and statistics to ensure adherence to KPIs and service standards.-
- Handles and resolves escalated cases, and where further escalation is required, supports relevant staff and sector manager in the management and resolution of these cases, where consumer expectations and complaints of a non-technical nature require expertise in customer service techniques for their resolution.-
- Manages escalated customer service issues through positive relationships with the public, and with representatives of financial institutions and intermediaries when appropriate-
- Prepares reports on caseloads and trends for sector managers, including higher risk issues that may warrant supervision through policy change or examinations and or further training of staff.-
- Monitors dashboards and file management KPIs (e.g., closing ratio, # of days inactive, responsiveness to new information/consumer, average number of days open) and flags issues with management and recommends changes to meet targets, in collaboration with FSRA ePMO.Conducts ongoing research and evaluation of customer service best practices of other regulators to identify best practices to introduce to FSRA.-
- Supports the management team in any consumer outreach respecting FSRA’s complaints process and scope.-
- Works with Public Affairs and the Consumer Office to update webpage regarding complaints process.- QUALIFICATIONS
- Education and Experience- Degree in business administration or related field.-
- Five years’ experience in roles requiring active case management.-
- Five years’ experience in customer service or a customer relations-oriented role-
- Demonstrated customer service and relationship management expertise to provide leadership for the delivery of FSRA point of contact services for the receipt of complaints, escalated inquiries or tips.- Knowledge and Skills- Knowledge of the sectors regulated by FSRA or applicable laws and regulations is an asset-
- Strong understanding and proven ability to deliver customer service and manage customer expectations.-
- Leadership skills to provide guidance to staff and to ensure the effective delivery of front-line operations for the receipt, analysis, response and resolution of

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