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
• 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) will work as part of an integrated team to ensure consumer protection and public confidence in the provincial motor vehicle sales industry.

The CSO will actively support the VSA's mandate in consumer protection by acting as the VSA's key point of contact with consumers and providing:

• information and assistance with public enquiries to the VSA,
• assistance with voluntary and impartial informal resolution of disputes,
• case management for formal consumer and industry complaints to the VSA, and
• case management for claims against the Motor Dealer Customer Compensation Fund.

What You'll Do:

• Responds to public enquiries to the VSA and provides information and assistance.
• Provides effective case management for consumer and industry complaints to the VSA.
• Provides effective case management for claims against the Motor Dealer Customer Compensation Fund.
• Manages a significant caseload adhering to established timelines and service standards.
• Maintains accurate and timely records of enquiries, complaints and claims in the VSA's internal online database.
• Collaborates with the Communications, Learning and Development departments in the development and implementation of initiatives aimed at building public confidence in the motor dealer industry in BC by engaging and educating industry and consumers.
• 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

The ideal candidate brings passion and commitment to the role. While it is understood that a candidate may not possess all the competencies noted below, it is expected that over time, the candidate will demonstrate most, if not all, of these aspects:

Required:

• 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 one-year relevant experience in a related field such as consumer protection, dispute resolution, case management, regulatory environment, or motor dealer industry

Preferred:

• 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, and 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

You Possess the Following Competencies

• Ability to gather information using active listening and interviewing skills
• Ability to handle large volumes of complex information and identify and summarize relevant facts
• Ability to effectively manage significant caseload and multiple deadlines
• Ability to create and maintain accurate records
• Ability to work independently or as a member of a team
• Ability to calmly diffuse situations with unreasonable conduct in a professional manner
• Ability to communicate clearly, concisely and professionally in writing and orally
• Excellent interpersonal skills
• Strong problem-solving, dispute resolution and negotiating skills
• Proficiency with MS Office, databases, word processing programs, operating in online paperless environment.
• Ability to learn and adapt to new digital solutions and processes.
• Able to build and maintain professional relationships
• Ability 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, personal & sick days,
• Optional leave arrangements,
• Opportunities for flex time,
• Extended health care and dental benefits,
• Healthcare Spending Account (HSA),
• Short-term and long-term disability benefits,
• Access to our organization's matching RRSP plan,
• Access to our Employee Assistance Program (EAP) at no cost,
• Support for continuing education, and
• Opportunities to work in a flexible work environment.

The VSA is a place where you can build your career. You'll work with a dedicated, passionate team that strives to bridge the gap between industry and the regulator, all while embracing a collaborative and innovative approach

Consider joining a strong, committed team with access to programs and activities that support a healthy work-life balance and fosters individuality and diversity.

The VSA values diversity and is committed to fostering an inclusive workplace where everyone is respected and supported. We welcome applicants from all backgrounds and experiences. Only candidates selected for an interview will be contacted. If you require accommodation during the application process, please reach out to our HR Team.

All applicants must undergo a criminal record check, should have knowledge of the role of regulatory organizations, and preferably knowledge of the Motor Dealer Act and other relevant consumer protection legislation.

We thank all candidates for applying; however, only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $60,400.00-$67,500.00 per year

Benefits:

• Company events
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Work from home

Education:

• Bachelor's Degree (preferred)

Experience:

• dispute resolution: 1 year (preferred)
• Case management: 1 year (preferred)
• regulatory: 1 year (preferred)
• customer service: 1 year (required)

Work Location: In person