Deputy Ombudsperson - Banking ServicesApply now »
Date: May 9, 2017
Location: Toronto, ON, CA, M4W 1A9
Rogers Communications is committed to providing an enhanced customer experience through a structured complain handling process. Through the Rogers Ombudsperson team, customers have access to an impartial adjudication process should their concerns go undressed. Rogers is looking for a dedicated and fair-minded Deputy Ombudsperson for a 12-month maternity leave coverage.
Reporting to Rogers Ombudsperson, the Deputy Ombudsperson is responsible for the Rogers Bank’s Office of the Ombudsperson, representing Rogers Bank as the Complaints Liaison with the financial industry’s consumer regulator, the external financial industry ombudsperson, and the Canadian Bankers Association.
This position is based in downtown Toronto, and for a 12-month contract.
- Facilitate resolutions for escalated Rogers Bank customer disputes, including interacting with Rogers Bank customers and internal business units to identify underlying concerns to develop an understanding of complaints.
- Analyze evidence, and applying relevant regulations, policies, and precedents in order to reach a fair and timely conclusion of customer complaints.
- Reduce root-cause drivers of customer complaints, including participating in quarterly reviews with Rogers Bank senior leadership team of Ombudsperson cases.
- Make appropriate recommendations for changes to policies or practices within the bank that would reduce or eliminate recurring complaints.
- Act as Complaints Liaison for Rogers Bank with the financial industry’s consumer regulator, Financial Consumer Agency of Canada (“FCAC”).
- Provide regular feedback to FCAC, the Bank’s senior leadership team, and Board of Directors regarding complaint volume and trends.
- Manage feedback required for all Rogers Bank complaints submitted to the external financial Ombudsman (Ombudsman for Banking Services and Investments).
- Ensure that the integrity of the office is maintained through independence, fair process, neutrality, impartiality, confidentiality and timely attention to resolution of issues while treating people with dignity and respect.
- University degree or a diploma with a combined 5-7 years of progressive professional experience, including a minimum of 3 years of experience in Ombudsperson and/or administrative oversight role.
- Professional experience within the financial industry, in particular credit card lending, and detailed knowledge of consumer issues impacting credit card consumers is considered an asset.
- Experience exercising sound judgment, integrity, discretion, and a demonstrated commitment to administrative oversight and fairness, with an ability to challenge the status quo.
- Results oriented with a proven ability to identify, analyze and resolve problems or conflicts under demanding time constraints.
- Knowledge of written and spoken French considered an asset.
- Simplify and innovate
- Take ownership of the what and the how
- Equip people to succeed
- Execute with discipline and pride
- Talk straight, build trust, and over deliver