Consumer Services Officer

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
- provides dispute resolution
- investigates consumer complaints and claims
- undertakes compliance action

**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.

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.

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 its regulations, and certain sections of the _Business Practices and Consumer Protection Act_ other applicable consumer protection legislation. This includes facilitating informal dispute resolution for complaints made about transactions with the VSA licensees.

**What You'll Do**:

- Process public concerns, enquiries, complaints and compensation fund claims in a procedurally fair and timely manner and in compliance with established policy and procedures.
- Assess complaint issues for VSA’s jurisdiction and make recommendations for appropriate VSA’s means of dispute resolution, including use of the online self-help tool for public, _My Self-Help_, and online dispute resolution platform, _Connector_, or referral to other organizations.
- Exercise good judgment and discretion in an objective, unbiased manner
- Collaborate with the Investigations, Industry Standards and Licensing departments in the investigation of complaints and claims.
- Circulate claim documents to the parties and act as a key point for contact for the parties for information about their claims.
- Manage a significant caseload by conducting data gathering, maintaining accurate and contemporaneous case records, and adhering to established timelines and service standards.
- Any other duties as assigned by the Manager of Consumer Services

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.

**Your Experience and Educational Background**
- A relevant diploma or certificate in a related discipline such as criminology, political science, social or legal studies, or a relevant discipline
- A minimum of a one-year relevant experience in a related field such as consumer protection, dispute resolution, case management, regulatory environment, or motor dealer industry

Preferred Additional Education and Experience
- University degree in a related discipline such as criminology, political science, social or legal studies, or a relevant discipline
- Experience in providing public services in a regulated environment
- Understanding of administrative fairness and natural justice
- Experience in case management and dispute resolution such as facilitation, negotiation, mediation
- 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

The VSA will consider a combination of education and experience.

**You Possess the Following Competencies**
- Self-motivating and able to manage multiple priorities with attention to detail
- Ability to handle large volumes of complex information and identify and summarize relevant facts.
- 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
- Ability to communicate clearly, concisely and professionally in writing and orally
- Ability to learn and adapt to new digital solutions and processes.
- 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**

Along with a competitive salary, your total compensation package includes vacation, personal & sick days, optional leave arrangements