First Canadian is a national organization and we are experiencing unprecedented growth!

We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.

We award our team with the following:

• An uplift of 5% is applied after the probationary period for qualified professional-level French bilingualism (both spoken and written).
• Off work 1 hour early on Fridays.
• This position works on-site.
• Earned Time-Off Program and vacation.
• Group Retirement Savings Plan with employer match.
• On-site gym including free weekly classes with a qualified trainer.
• Newly renovated facility with ergonomic desks/chairs.
• Educational assistance and career development.
• Employee benefits.
• Health and Wellness spending account.
• Employee Assistance Program (EAP).
• Employee discount programs.
• Assigned parking stall.
• A Culture Team dedicated to diversity, inclusion, and employee programs.
• Employee recognition and appreciation events.
• French is not required for this role but is an asset, an uplift of 5% is applied after the probationary period for qualified professional-level French bilingualism (both spoken and written).

Check out our company page for all the information on why we believe First Canadian is an employer of choice!

If you are motivated to succeed by helping people, then this is the opportunity for you!

Under the direction of the SVP, Marketing and Administration, the Resolutions Officer will be responsible for investigating, analyzing, and resolving escalated customer inquiries, disputes, and complex policy issues across Life Insurance and Ancillary Product lines. This role ensures fair outcomes, regulatory compliance, and a high standard of service by collaborating with internal teams, external partners, regulators, and clients to bring timely and accurate resolution to all concerns. This is an on-site position.

Essential Responsibilities:

• Ensure all resolutions comply with provincial legislation/regulations, company policies, and industry standards.
• Investigate and prepare written responses for internal audits, Ombudservice inquiries, and other regulatory bodies, as required.
• Prepare statistical data and report annually on Complaint Reporting to the CCIR and AMF.
• Fully investigate consumer complaints, communicate findings and resolutions clearly and professionally to policyholders, advisors, brokers, and internal stakeholders.
• Draft well-structured, customer-focused letters summarizing investigation outcomes.
• Maintain accurate documentation and case files for compliance and reporting purposes.
• Support an improved customer experience by ensuring empathy, clarity, and transparency in all communications.
• Partner with Claims, Billing, Legal, Customer Service, and Compliance teams to gather information and coordinate resolution plans.
• Escalate systemic issues or trends to leadership and recommend process improvements.
• Provide coaching or guidance to frontline teams to help prevent recurring issues.
• Identify operational gaps or recurring issues that contribute to escalations and recommend corrective action.
• Participate in root cause analysis, quality reviews, and policy/procedure enhancements.
• Support implementation of improvements that reduce escalations and strengthen regulatory compliance.
• Other duties as assigned.

Qualifications:

• Post-secondary education in Business, Insurance, Risk Management, or a related field.
• 3–5+ years in insurance or related field, preferably in contract and/or consumer resolutions.
• Experience in Life and Disability Insurance, Mechanical and Ancillary products, Job Loss/Asset Protection.
• Strong understanding of life and other insurance products, policy wording, claims processes, and underwriting guidelines.
• Thorough knowledge of provincial insurance regulations and industry best practices.
• Excellent analytical, investigative, and problem-solving skills.
• Exceptional verbal and written communication abilities, including drafting formal response letters.
• Ability to handle sensitive situations with diplomacy, professionalism, and sound judgment.
• Strong organizational skills with the ability to manage multiple cases and deadlines.
• Intermediate skill with Microsoft Office (Word/Excel).
• Fluent in English with proven competencies in verbal and written communication is required.
• Fluent in French with proven competencies in verbal and written communication is an asset.
• Proven ability in people management and change management to drive a high-performing culture.
• Successful completion of a credit check, criminal background check, education verification, license and certification verification (where applicable), and employment reference checks is required before employment.

Thank you for considering our organization.

If you are bilingual there will be a French and English assessment as part of the recruitment process.

We are an equal opportunities employer and welcome applications from all suitably qualified persons. Accommodations are available upon request.