Job Description

We are currently seeking a highly skilled and professional

Complaints Officer

to join our team and contribute to our commitment to consumer protection and fair industry practices.

Position Summary

The

Complaints Officer

is responsible for managing and assessing complaints received against licensed individuals. This includes reviewing cases for jurisdiction, analyzing the nature and severity of complaints, and recommending appropriate actions, including investigation or resolution. The successful candidate will be an excellent communicator, highly organized, and possess strong analytical judgment.

Key Responsibilities

Receive, review, and triage incoming complaints to determine jurisdiction and potential regulatory concerns. Assess and resolve lower-risk complaints where appropriate or escalate for investigation. Prepare documentation including complaint summaries, findings, and internal authorizations for investigative action. Maintain accurate and up-to-date records in case management systems. Prepare monthly statistical reports and assist with regulatory compliance tracking. Collaborate with compliance and legal teams as required. Identify opportunities for process and policy improvements. Stay up to date on changes in industry regulations, standards, and ethical expectations.

Qualifications

Education:

Degree or diploma in law, public administration, insurance, communications, business, or a related field.

Experience:

+ 5-7 years in the insurance or regulatory sector
+ Minimum of 3 years handling complaints, compliance issues, or complex client service matters.
+ RIBO Certified

Skills:

+ Outstanding communication skills (written and verbal).
+ Strong analytical thinking and attention to detail.
+ Ability to handle sensitive information with discretion and integrity.
+ Proficiency in Microsoft Office, including SharePoint or similar document management systems.
+ Comfortable working in a high-volume, deadline-driven environment.

Preferred Attributes

Experience in a regulated environment or with professional conduct investigations. Familiarity with administrative law, codes of conduct, or licensing frameworks. Ability to manage conflict with professionalism and impartiality.

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