Head of Complaint Resolution - Part-time

Location(s): Surrey, Vancouver - Lower Mainland or Toronto - GTA 

Job Type: Part Time 

myWork Options: In-person, Hybrid

Starting Salary Range: $81,900-$106,500

Background Screening Requirement: 

• Enhanced Criminal Record Check
• Credit Check
• Identity Verification 
• Employment Verification
• References

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Job Purpose

This role operates with full independence to ensure fairness and impartiality and reports directly to the Chief Risk Officer (CRO) and is the Senior most level on complaint resolution within Coast Capital.

This role has the authority to overturn a decision made by a line of business or complaint handling group, however   before coming to that determination they will work with leaders of the lines of business to communicate their findings and decision. They deliver their recommendations and findings directly to the member in writing. They must work with senior leadership in the organization when they identify areas for improvement. Once a complaint is   closed by the 2nd level the member can reach out to Head, Complaint Resolution. If that complaint is regulatory in nature, a summary will also be provided to Compliance for review and external reporting to FCAC. This role interacts with Chief Compliance Officer or VP, Chief Privacy Officer, Head of Line of Business and business controls, VP, Internal Audit, Directors, Member Relations Team.

Accountabilities

• Lead the dispute resolution process and provide an objective perspective of member concerns   independent of the business units at Coast.
• Lead and execute an independent, fact-based investigation of all escalated complaints.
• Provide a non-binding decision related to the member complaint.
• Responsible for the provision of reports to senior management and Board at least annually.
• Responsible for input for the Public Accountability Statement on an annual basis.
• Responsible for root cause analysis and identification of areas, products and services where changes might be made to enhance the service to members. Must communicate regularly with senior business leaders to highlight opportunities for improvement.
• Responsible for conducting interviews, review of documentation, and any internal/ external resources that are necessary to facilitate resolution. Follow-up may be performed to review effective implementation and member satisfaction.
• Tasked with ensuring fairness and due process requirements are met.
• Primary contact for the Investments and Banking Services.
• Must mediate and assist parties (CCS & member) in reaching a fair and reasonable resolution where possible.
• Authority: Full and timely access to senior management at Coast and discretionary power to investigate whatever issue deems appropriate. Full and timely access to interview employees.

Skills & Qualifications

• Bachelor's Degree in a related field such as law, compliance or business administration.
• Combination of Experience/Education: Minimum of 10 years of job-related work experience. 
• Solid knowledge of financial products and services, and industry best practices to understand and apply complex legal obligations and regulatory requirements. 
• Knowledge with Coast policies and procedures. 
• Must have a lot of experience dealing with complaints about banking products and services. Also, must be good at identifying and analyzing issues fairly, without personal bias or taking sides. 
• Knowledge and training in dispute resolution.
• Proficient knowledge of MS Excel, Word, Outlook and Power Point.
• Exemplary verbal and written communication skills and ability to communicate successfully and skillfully with individuals at all levels.
• Well-developed critical thinking and organizational skills.
• You need solid interpersonal and conflict resolution skills. Be tolerant, respectful, and member focused. You should be able to help upset or troubled individuals, or those who require additional support.
• Robust analytical skills and the ability to synthesize large amounts of complex information.
• Ability to write clear, concise and plain language responses to complex complaints.
• Well-organized, professional demeanor and ability to manage time, balancing the need to resolve issues quickly with an effective and thorough analysis.
• Ability to multi-task several responsibilities and conflicting priorities and timelines.
• Ability to work independently and deal with confidential and sensitive matters in a professional manner.
• High ethical performance standards and professionalism.
• Demonstrated independent worker and effective problem-solver.

Equity, Diversity & Inclusion at Coast Capital

Don’t meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone – including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you’re excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.

At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.

We strive to provide an accessible candidate experience for our candidates with different abilities. If you require any accommodations, please contact accessibility@coastcapitalsavings.com or call 778-391-5836. We will work with you to meet your needs.