Inquiry and Correspondence Officer

At FSRA, our vision is to ensure financial safety, fairness, and choice for Ontarians. As a financial services regulator, we're passionate about protecting consumers. Our principles-based approach means we can quickly and effectively respond to the changing needs of consumers and the industry.

Our team combines industry expertise with commitment to public service. We attract individuals who are interested in meaningful work and who measure success through outcomes, not inputs.

At FSRA, we invest in the personal and professional growth of our team. We offer a competitive compensation package that includes an employer-matched

defined benefit pension plan

, and a comprehensive and competitive benefits plan. We prioritize learning and development, wellbeing, diversity, equity, inclusion and belonging, and community giving.

Join FSRA and help us shape the future of regulation for generations to come

Job Description:

• This posting is for One (1) Regular Full Time and One (1) Fixed-Term Full Time role up to June 2026

PURPOSE OF ROLE

As a member of the Public Affairs Team, you will act as the primary point of contact for public inquiries on behalf of FSRA.

KEY RESPONSIBILITIES

• Providing customer service and access to information on the application of FSRA regulations, policies, processes and programs including license and registration requirements, application processes, examinations, investigations and related issues for insurance companies/agents/adjusters, mortgage brokers, co-operatives, credit unions, pension companies and loan/trust companies.
• Responding to detailed information inquiries and complaints from the public by telephone, mail, email and in-person inquiries requiring the research and use of information systems, databases, reference materials and resource documents.
• Writing responses to incoming correspondence and preparing inquiry/complaint summaries, notes, surveys and reports related to the disposition of all inquiries and complaints.
• Anticipating and identifying emerging issues and trends; using issues management strategies to develop appropriate response and messaging for executive correspondence.

QUALIFICATIONS

Specialized Knowledge and Experience

• Demonstrated knowledge of customer service techniques to provide customer service excellence to clients in response to detailed information inquiries requiring the interpretation, explanation and clarification of legislation, policies and procedures.
• Proven knowledge of research practices and techniques to source and search materials in response to inquiries.
• Demonstrated knowledge of letter writing techniques and styles and proven writing experience to handle correspondence referred by executives and to prepare summary notes, briefings and fact sheets

Skills

• Demonstrated oral communication skills to represent FSRA to provide clear information, instructions, and guidance when conveying information to the public, representatives of other jurisdictions and client organizations.
• Proven public relations and conflict resolution skills to maintain composure and defuse potentially volatile situations or complaints.
• Demonstrated analytical skills to interpret queries in

*Please note that this position will close at 11:59PM on November 26, 2025*

Job Posting End Date:

11/26/2025

Job postings close at 11:59pm on the date noted.

Compensation Grade:

Grade 03-AMAPCEO

Compensation Range:

$63,718.00

$88,178.00

Bargaining Unit:

AMAPCEO

Job Code:

Job Code: 3A004

Employment Type:

Regular

Scheduled Weekly Hours:

36.25

FSRA is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Accommodation is available under the Ontario Human Rights Code.

NOTE: ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED