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:

*Please note, this is a 6-month fixed term position*

Purpose of Position

As a member of the Public Affairs Team, you will provide one window public inquiry and correspondence services for 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

Education and Experience

• ·Postsecondary degree or diploma in Communications, Public Administration, Business Administration, Political Science, Public Policy, or a related field.
• Minimum 1-2 years of experience providing client service and responding to public, stakeholders, or industry inquiries in a regulatory, government, financial services, contact center, or similar customer service environment.
• Proven ability to research, analyze, and interpret legislation, regulations, policies, and procedures.

• Strong written communication skills, including the preparation of professional correspondence, reports, briefing materials, and responses for various audiences.

• Demonstrated success in collaborating with stakeholders to coordinate responses and ensure the delivery of accurate and consistent information.

Knowledge and Skills

• 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.
• 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 order to determine nature of issues, synthesize information from multiple sources into key points and provide response to inquiries, complaints or issues. 
• Computer proficiency including database and spreadsheet applications

 *Please note that this position will close at 12AM on the expiry date*

#LI-Onsite

Compensation Grade:

Grade 03-AMAPCEO

Compensation Range:

$66,943.00

-

$92,642.00

Bargaining Unit:

AMAPCEO

Job Code:

Job Code: 3A004

Employment Type:

Fixed Term (Fixed Term)

Scheduled Weekly Hours:

36.25