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Senior Compliance Specialist, Complaints and Investigations

Jun 8, 2021

Company: Coast Capital Savings Federal Credit Union 

Location: Ontario (CA-ON), Surrey 

Job Type: Full-Time  


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What’s the job?


The Senior Compliance Specialist, Complaints and Investigations plays a key role in market conduct compliance by supporting the Manager, Complaints and Investigations, in the governance and oversight of Coast Capital’s complaint resolution program. The position also plays a fundamental role in protecting Coast Capital and its subsidiaries against regulatory and reputational risks by identifying trends and issues through complaints and whistleblower complaints. The incumbent will be responsible for liaising with the various complaint handling centres of excellence at different levels across the organization, including triaging, responding to, and escalating complaints, as well as supporting and overseeing business unit handling of complaints and business-unit specific policies and procedures. The incumbent will also assist with ongoing enhancements to the enterprise level complaint handling policy, and reporting on regulatory complaints to the Financial Consumer Agency of Canada (FCAC).


What you’ll get to do:


  • Communicate emerging trends and regulatory changes relating to consumer complaints to various stakeholders (including business units). Educate stakeholders in various business units on emerging trends.
  • Prepare complaint files for Coast Capital’s Ombudsperson and the OBSI on request.
  • Ensure good governance by maintaining records and complaint trackers for record keeping and reporting purposes.
  • Adapt to rapidly changing regulatory environment and stay up-to-date with new Bank Act requirements, including the Financial Consumer Protection Framework.
  • Act as a subject matter expert to business units on complaint handling matters for member facing channels and organizational projects.
  • Assist with the preparation of various reports to the FCAC, senior management and the Board of Directors, and other stakeholders (including drafting of complaint summary reports and records for the FCAC).
  • Monitor reports and complaints in order to identify potential trends or risks, and communicate and escalate these through the appropriate lines of business and other channels.
  • Assist the Compliance Manager, Complaints and Investigations with ongoing enhancements to Coast Capital’s enterprise-level complaint handling policy.
  • Support the Compliance Manager on organizational training and development including creation and ongoing maintenance of training programs.
  • Complete fulsome complaint investigations and draft formal response letters to members on behalf of the Office of the CEO.
  • Oversee the management of Coast Capital’s complaint handling process across member facing channels including monitoring first level complaints for adherence to complaint handling requirements.
  • Develop and maintain partnerships across complaint handling offices in support of Coast Capital’s values in order to effectively address improvement opportunities and gaps as needed across business units
  • Conduct effective second line review and challenge of complaints escalated by business units.


What we're looking for



  • Minimum 4 – 6 Years of Job-Related Experience
  • A minimum of 5 years of job related work experience in compliance and/or risk management, including experience with regulatory compliance within a financial institution; Problem-solving experience (conducting analysis/investigation/identifying gaps in procedures); Previous experience with the Bank Act and Regulations is considered an asset.
  • High School Diploma plus completion of a Diploma Program (two years of formal education or equivalent).
  • Proficiency in MS Excel, Word, Outlook and PowerPoint.
  • Understanding of operational processes, procedures and policies used within a financial institution.
  • Ability to coordinate and manage tasks and initiatives.
  • Ability to conduct investigations, gather data, and create reports.
  • Strong written communication skills.
  • Strong team player while being able to work well independently with minimal supervision.
  • Strong organizational and time management skills.
  • Strong ability to use sound judgment.
  • Strong decision making skills.
  • Strong inter-personal skills and an ability to work with various levels of employees.
  • Strong problem solving skills.
  • Strong analytical skills and attention to detail.

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.

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