Inquiry and Correspondence Officer
1 permanent bilingual position
1 temporary assignment, up to 12 months, unilingual position
Are you looking for a challenging position to showcase your leadership and expertise in communications? If so, bring your advanced writing skills, creativity and expertise in legislation to the Strategic Communications Branch of the Financial Services Commission of Ontario (FSCO), where you will provide inquiry and correspondence services regarding the application of regulations, policies and processes administered by FSCO.
What can I expect to do in this role?
In this role, you will:
- Respond to telephone, in-person and written inquiries, complaints and requests for information from client organizations, members of the general public, FSCO/government staff, representatives of other jurisdictions, and the offices of MPs and MPPs regarding the application of legislation, policies and services of the business areas of FSCO, including licence and registration requirements, application processes, examinations, investigations and related issues for insurance companies/agents/adjusters, mortgage brokers, co-operatives, credit unions, pension companies and loan/trust corporations.
- Analyze information inquiries and respond to clients without the inadvertent release of confidential information or the provision of misinformation that might damage FSCO credibility.
- Write communication materials in response to incoming correspondence to FSCO.
- Anticipate and identify emerging issues and trends with potential implications for FSCO/Ministry of Finance (MOF), and use issues management strategies to develop response messaging for Minister, Deputy Minister or CEO correspondence.
- Prepare inquiry/complaint summaries, notes, surveys and reports related to the disposition of all inquiries or complaints.
- Maintain statistics on the volume, type of requests, and financial sector/company/individuals identified in complaints and inquiries.
- Research information system, database, internet, manual files, reference materials and resource documents such as fact sheets, brochures, pamphlets, bulletins, news releases, communiqués, Q&As and other government publications for more detailed clarification or technical information.
- Participate on project teams and contribute to the review, development and implementation of new/revised administrative policies, procedures and processes to improve the delivery of public inquiry and correspondence services.
Location: North York
How do I qualify?
- Advanced-plus oral and Advanced written level of French-language skills for the one permanent bilingual (English and French) position.
- knowledge of policies and procedures related to the issuing of licences and registrations, examinations and enforcement actions for insurance agents/adjusters, pension companies, mortgage brokers, co-operatives, credit unions, insurance companies, and loan and trust corporations, to ensure the provision of customer service excellence to clients by answering detailed information inquiries from the public (in-person, by phone, email and written correspondence).
- knowledge of application and relevant sections of legislation administered by FSCO (e.g., Insurance Act, Mortgage Brokers Act, Co-operatives Corporate Act, Credit Unions Act, Loan and Trust Act, Pensions Plan Act), to determine information required and appropriate response, and to interpret, explain and clarify legislation to clients.
- knowledge of relevant sections of the Freedom of Information and Protection of Privacy Act to determine what information can be released.
Communication/Customer Service Skills:
- you have experience in letter writing techniques and styles, policies, procedures and guidelines for handling correspondence referred by the executive offices.
- you can represent FSCO and convey information by telephone and in-person, ask probing questions to obtain sufficient information to assess the problem, and provide clear information, instructions and guidance.
- you can respond to incoming correspondence and prepare summary notes, briefings and fact sheets for senior management regarding the nature/frequency of inquiries/complaints and related issues/trends.
- you can maintain composure and defuse potentially volatile situations or complaints where the client displays frustration or criticism (by phone or in-person).
- you can promote high standards of client service, and respond in a courteous, professional and tactful manner.
- you can conduct information sessions, assist with call centre colleague training, and make presentations.
Research, Analytical, Problem-Solving Skills:
- you can source and search out materials in response to inquiries.
- you can determine nature of issue and apply appropriate policies, procedures and processes.
- you can analyze a wide range of inquiries, and provide information and problem resolution services to each individual related to a specific inquiry, complaint or issue.
- you can synthesize information from multiple sources into key points to apply existing policies/guidelines to individual circumstances; and identify potential infractions of applicable legislation.
- you can identify recurring customer service issues, or emerging trends that might impact operational performance.
- you can recognize the potential political sensitivity of responses prepared, and avoid public misunderstanding of information concerning FSCO and its regulated financial industries.
- you are proficient in computer applications to write letters, correspondence, replies, reports, documents and materials in support of public inquiry and correspondence activities; database and spreadsheet applications to identify the customer information/action needed, and to access and assess information, and respond accordingly; identify, analyze and represent trends and patterns, and to generate reports.
Salary Range: $53,857 - $74,534 per year
- 1 Bilingual Permanent, 5160 Yonge St, North York, Toronto Region
- 1 Unilingual Temporary, duration up to 12 months, 5160 Yonge St, North York, Toronto Region
Please apply online, only, by Wednesday, May 10, 2017, by visiting www.ontario.ca/careers and entering Job ID 107217 in the Job ID search field. Please follow the instructions to submit your application. Faxes are not being accepted at this time.
If you require accommodation in order to participate in the recruitment process, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.
The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.