Posted: 29 days ago
Job Description
<p>We are seeking a Bilingual Advisor, Escalations & Complaints to join a dynamic regulatory environment on a 12-month contract with the possibility of extension. This role is ideal for a seasoned professional with strong conflict resolution, complaint-handling, and advisory skills who thrives in a fast-paced, high-volume environment.</p><p><br></p><p>As a senior escalation point, you will work closely with frontline officers to resolve sensitive consumer complaints and industry inquiries, provide real-time de-escalation support, and guide both internal teams and external stakeholders through complex issues.</p><p><br></p><p>This is a unique opportunity to combine complaint resolution expertise with process improvement and reporting skills, while making a direct impact on public trust and service delivery.</p><p><br></p><p><strong>Roles and Responsibilities</strong></p><ul><li>Act as an escalation point for complex or high-risk complaints, providing on-the-fly de-escalation support during live calls.</li><li>Advise frontline officers on complaint-handling procedures, including formal investigations and compliance-related matters.</li><li>Support the development of procedures, training, and consistent approaches for handling consumer and industry inquiries.</li><li>Differentiate between concerns and formal complaints, ensuring accurate categorization and escalation.</li><li>Review and monitor cases in CRM and reporting systems, ensuring documentation is complete and accurate.</li><li>Prepare reports and trend analyses using Excel, Power BI, or Oracle, highlighting systemic issues and insights for senior management.</li><li>Provide guidance and advisory support on industry-related inquiries, breaches, and stakeholder complaints (including consumers, industry, politicians, and oversight bodies).</li><li>Contribute to ongoing process improvements and technology initiatives to support complaint management.</li></ul><p><br></p><p><strong>Qualifications and Skills</strong></p><ul><li>Bilingual (French/English) – strong verbal and written communication required.</li><li>3–5 years of experience in dispute resolution, complaint handling, or mediation, ideally in a regulated industry (banking, telecom, utilities, or public sector).</li><li>Strong customer service background with proven ability to manage difficult conversations and de-escalate conflicts.</li><li>Analytical skills with working knowledge of Excel, Power BI, Oracle, and CRM systems.</li><li>Ability to support process reviews and system improvements.</li><li>Exceptional written and verbal communication skills, with the ability to interact confidently at all levels.</li></ul><p></p>
