Manager, Customer Complaints

Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada's leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.

Who we're looking for:

Reporting to the Sr. Manager of Customer & Regulatory Operations, Complaints and QA and working with the Customer & Regulatory Operations team, Manager, Customer Complaints supports Rogers Bank by contributing to day-to-day customer complaints management and related regulatory investigations. The successful candidate will also manage work on the Customer & Regulatory Operations team’s Customer Experience and Quality Assurance (“QA”) practices. The role is designed to help ensure Customers’ voices are heard and respected inside the Bank.

What you'll do:

Regulatory Operations & Customer Complaints

• Manage the completion of regulatory operations activities, including:

  • Leading the identification and investigation of customer complaints with regulatory impacts.

  • Establishing and documenting well-reasoned conclusions from these regulatory customer complaint investigations considering regulatory requirements, the Bank’s internal policies and procedures, account records, and findings coming from internal consultations.

  • Presenting customer regulatory complaint investigation findings to Customer & Regulatory Operations’ senior leadership, used for internal and Financial Consumer Agency of Canada (“FCAC”) reporting.

  • Manage assigned work on responses to the Ombudsman for Banking Services and Investments (“OBSI”).

  • Execute assigned work to further the Bank’s Privacy First-Line function and related control activities.

• Manage Designated Level complaints casework activities. These duties include:

  • Accountable for investigating escalated customer complaints, reaching the final level in the Bank’s complaints-handling process and representing the Bank’s final opinion regarding the matter before review by external complaints-handling and regulatory bodies.

  • Establishing and documenting judicious conclusions considering regulatory requirements, the Bank’s internal policies and procedures, account records, compensatory guidelines, and findings from internal consultations.

  • Responsible for communicating investigation conclusions to complainants via substantive written responses (with an intended audience of customers, regulatory bodies, and external complaint bodies) and telephone conversations.

  • Accountable for maintaining detailed case records and related evidence to fulfill regulatory requirements.

  • Challenging the circumstances involved with the complaint investigation to identify improvement observations (involving the Bank’s staff, processes, systems, and communications).

• Other duties as assigned.

Quality Assurance and Customer Experience

• Responsible for leading assigned activities (research meetings, solution workshops, and following solution implementation) focusing on changes to reduce customer friction and internal resource burden.

• Present improvement opportunities coming out of customer complaint insights to contact centre management and team leaders. Accountable to ensure that corrective actions are considered, and where appropriate, implemented by the contact centre.

• Lead the contribution of complaints and customer experience input into knowledge and awareness materials for the contact centre and collaborate on creating these materials.

• Accountable for the completion of assigned monthly Customer Service QA of QA control activity by completing QA on a sample of the contact centre’s customer interaction work and their QA activities to ensure adherence to the Bank’s QA expectations.

• Other duties as assigned.

What you bring:

• Experienced customer service and regulatory operational professional.

• Familiarity with the FCAC and other regulatory oversight about complaints and other bank-related provisions.

• Excellent interpersonal and communication skills with the ability to handle difficult situations.

• Strong investigation and problem-solving skills.

• Experience preparing written communications intended for multiple audiences (for example, regulators and customers).

• Ability to work autonomously, driving commitment and engagement, acting as a case owner and a hands-on partner for collaborative change.

• Diploma or degree in a related discipline or equivalent experience.

• Preferred – fluent in English and French

What’s in it for you? 

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including: 

• Competitive salary & annual bonus 

• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.

• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.

• Paid time off for volunteering 

• Company matching contributions to charities you support 

• Growth & Development Opportunities:

  • Self-driven career development programs (E.g. MyPath program) o Rogers First: priority in applying to internal roles of interest

• Wellness Programs:

  • Homewood employee & family assistance program  o Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions o Low or no-cost fitness membership with access to virtual classes

• Our commitment to the environment and diversity:

  • Work for an organization committed to environmental protection o Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. You can choose which days work best for you! 

If you are selected to move forward in the recruitment process, here is what you can expect:

A 15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director/VP of the team. Best of luck!

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​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Banking & Operations
Requisition ID: 320122

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.  

Posting Notes:  Rogers Bank