Bilingual Case Assessment Officer
Top Benefits
About the role
Bilingual Case Assessment Officer
Employment Type FULL-TIME | PERMANENT Salary $56,000 – $66,000 annually Location Toronto Office – Hybrid Workplace Structure For training and onboarding purposes, this role will be onsite 4 days/week for up to 6 months. Following the onboarding period, the role will transition to a hybrid schedule of 2 days/week in office.
Hours
Monday to Friday 35-hour work week About the Organization Our client is a national, independent, and not-for-profit organization dedicated to helping consumers and financial services firms resolve disputes fairly and efficiently. They are recognized for their commitment to fairness, integrity, professionalism, and public service. This organization offers a collaborative and supportive workplace culture where employees are encouraged to grow professionally while making a meaningful impact within the financial services industry.
Perks & Benefits
Company-paid benefit plan starting from Day 1 Dental coverage Vision care coverage Paramedical coverage Drug plan Life insurance Pension plan Generous vacation allotment Casual dress code Excellent training and onboarding program Supportive and family-oriented work environment Opportunity to contribute to meaningful public-service work Professional growth and development opportunities Job Summary Bilingual Case Assessment Officers are the first point of contact for consumers and an important resource for firms. They respond to consumer and firm inquiries, assess cases, determine whether matters fall within mandate, and prepare files for assignment to investigators.
Duties & Responsibilities
Responding to Inquiries & Case Intake Answer live inbound calls and place outbound calls to consumers and firms. Respond to email inquiries from consumers and firms. Refer consumers to the appropriate firm, regulator, or agency when applicable. Provide information regarding mandate and complaint-handling processes. Collect relevant information from consumers to support mandate decisions.
Case Assessment
Assess complaints and determine whether they fall within mandate. Prepare case summaries for each file. Identify cases appropriate for expedited investigation. Determine products, issues, and complexity ratings for cases. Identify and escalate potential systemic issues to management. Draft out-of-mandate letters and communicate findings to consumers. Review and explain consent letters to consumers. Request documentation from firms and prepare electronic case files. Collect demographic information for open cases.
Organizational Contributions
Maintain accuracy of template responses and referral information. Support onboarding and training of new employees. Participate in projects relating to organizational improvement and corporate objectives. Assist with French translations when required. Participate in stakeholder events and organizational initiatives. Other duties as assigned.
Qualifications
Strong written and verbal communication skills in both English and French. Excellent phone etiquette and customer service skills. Strong interpersonal skills with the ability to work independently and collaboratively. Ability to communicate tactfully, diplomatically, and professionally while maintaining confidentiality. Strong organizational and time-management skills. High attention to detail and accuracy. Sound judgment with a strong sense of fairness and ethics. Strong research, analytical, and problem-solving abilities. Strong computer and administrative skills. Knowledge of the financial services sector is considered an asset. Previous customer service or financial services experience is preferred.
Apply Today
If you are passionate about customer service, public service, and helping consumers navigate complex financial concerns, we encourage you to apply.
About Beyond Bilingual Inc.
Beyond Bilingual Inc. specializes in the placement of Bilingual and Non-Bilingual professionals across the Greater Toronto Area.
With over 25+ years of job placement experience, our professional staff listens to your wants and needs to help you successfully achieve your goals. Our mission is to match great companies with great employees!
Let us help you find a fulfilling career in the following fields:
Administrative Roles
Customer Service
Account Management
Technical Service Roles
Sales and Marketing Positions
Management Roles
OUR GUARANTEE
Since Beyond Bilingual was conceived, we consciously endeavour to build a solid reputation built on reliability, honesty, integrity and results. We know how to get you the results you expect!
Exceptional professional performance is what we strive for and what we at Beyond Bilingual believe you should expect and deserve, which is why you have our personal guarantee that we will meet or exceed your expectations.
Similar Jobs
Bilingual Case Assessment Officer
Top Benefits
About the role
Bilingual Case Assessment Officer
Employment Type FULL-TIME | PERMANENT Salary $56,000 – $66,000 annually Location Toronto Office – Hybrid Workplace Structure For training and onboarding purposes, this role will be onsite 4 days/week for up to 6 months. Following the onboarding period, the role will transition to a hybrid schedule of 2 days/week in office.
Hours
Monday to Friday 35-hour work week About the Organization Our client is a national, independent, and not-for-profit organization dedicated to helping consumers and financial services firms resolve disputes fairly and efficiently. They are recognized for their commitment to fairness, integrity, professionalism, and public service. This organization offers a collaborative and supportive workplace culture where employees are encouraged to grow professionally while making a meaningful impact within the financial services industry.
Perks & Benefits
Company-paid benefit plan starting from Day 1 Dental coverage Vision care coverage Paramedical coverage Drug plan Life insurance Pension plan Generous vacation allotment Casual dress code Excellent training and onboarding program Supportive and family-oriented work environment Opportunity to contribute to meaningful public-service work Professional growth and development opportunities Job Summary Bilingual Case Assessment Officers are the first point of contact for consumers and an important resource for firms. They respond to consumer and firm inquiries, assess cases, determine whether matters fall within mandate, and prepare files for assignment to investigators.
Duties & Responsibilities
Responding to Inquiries & Case Intake Answer live inbound calls and place outbound calls to consumers and firms. Respond to email inquiries from consumers and firms. Refer consumers to the appropriate firm, regulator, or agency when applicable. Provide information regarding mandate and complaint-handling processes. Collect relevant information from consumers to support mandate decisions.
Case Assessment
Assess complaints and determine whether they fall within mandate. Prepare case summaries for each file. Identify cases appropriate for expedited investigation. Determine products, issues, and complexity ratings for cases. Identify and escalate potential systemic issues to management. Draft out-of-mandate letters and communicate findings to consumers. Review and explain consent letters to consumers. Request documentation from firms and prepare electronic case files. Collect demographic information for open cases.
Organizational Contributions
Maintain accuracy of template responses and referral information. Support onboarding and training of new employees. Participate in projects relating to organizational improvement and corporate objectives. Assist with French translations when required. Participate in stakeholder events and organizational initiatives. Other duties as assigned.
Qualifications
Strong written and verbal communication skills in both English and French. Excellent phone etiquette and customer service skills. Strong interpersonal skills with the ability to work independently and collaboratively. Ability to communicate tactfully, diplomatically, and professionally while maintaining confidentiality. Strong organizational and time-management skills. High attention to detail and accuracy. Sound judgment with a strong sense of fairness and ethics. Strong research, analytical, and problem-solving abilities. Strong computer and administrative skills. Knowledge of the financial services sector is considered an asset. Previous customer service or financial services experience is preferred.
Apply Today
If you are passionate about customer service, public service, and helping consumers navigate complex financial concerns, we encourage you to apply.
About Beyond Bilingual Inc.
Beyond Bilingual Inc. specializes in the placement of Bilingual and Non-Bilingual professionals across the Greater Toronto Area.
With over 25+ years of job placement experience, our professional staff listens to your wants and needs to help you successfully achieve your goals. Our mission is to match great companies with great employees!
Let us help you find a fulfilling career in the following fields:
Administrative Roles
Customer Service
Account Management
Technical Service Roles
Sales and Marketing Positions
Management Roles
OUR GUARANTEE
Since Beyond Bilingual was conceived, we consciously endeavour to build a solid reputation built on reliability, honesty, integrity and results. We know how to get you the results you expect!
Exceptional professional performance is what we strive for and what we at Beyond Bilingual believe you should expect and deserve, which is why you have our personal guarantee that we will meet or exceed your expectations.