Compliance Officer - Wealth Management Complaints and Investigations

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

Support the Wealth Management Complaints and Investigations program covering the various Canadian Wealth Management entities in the Scotiabank Group, in handling client complaints, regulatory reporting and response obligations.

Accountabilities

• Administer the client complaint process including:
• Onboarding complaints;
• Create e-file folders for complaints;
• Communicate with various parties involved in the complaints (branch manager, advisor and client);
• Notify regulators of complaints, internal investigations and civil claims via METS and ComSet systems;
• Mail or email client correspondence;
• Track and ensure complaints are handled within specific requirements (e.g. acknowledgement completed within five business days);
• Submit approval requests for Full and Final Release Forms to SM;
• E-file client communication, evidence of complaint review, internal communication and branch correspondence.
• Assess, analyze and investigate client complaints (with SCO assistance as required), including:
• Determine issues;
• Perform detailed analysis and provide recommendation for resolution;
• Perform profit/loss calculations;
• Prepare substantive responses for service complaints, and for regulatory complaints at the discretion of the SM, for SCO or SM review.
• Prepare materials in response to regulatory examinations and investigations and assist legal counsel as required in preparing cases for arbitration, SRO disciplinary proceedings or civil litigation.
• Assist the SCOs and Senior Manager in preparing documentation requested by the Regulators.
• Collaborate with other service providers/support units, such as, Scotiabank Operations groups, Escalated Customer Concerns Office, Contact Centres.
• Assist with managing the various email inboxes maintained by the Complaints and Investigations Department.
• Assist with the maintenance of various complaints logs for complaints and investigations as assigned.
• Evaluate and make recommendations for the development/enhancement/clarification of policies, practices, procedures, and/or systems changes necessary to support ongoing compliance, including recommending policy and procedure changes based on complaint experience and regulatory events to correct incidents of non-compliance (and prevent their reoccurrence) and weaknesses in policies, practices, procedures, systems and/or training.

• Other duties and projects as may be assigned.

Education/Experience

• College Diploma or University Degree
• Minimum 3 years of related experience at a large financial institution or established securities or another financial services activity regulatory agency
• Relevant securities courses, e.g. Canadian Securities Course and Conduct and Practices Handbook Course offered by the Canadian Securities Institute
• Experience working in or with Canadian Banking or Wealth Management considered an asset
• General understanding of Canadian regulatory and industry trends related the skills to translate requirements into efficient and effective, policies, procedures, controls, systems and training
• An enquiring mind, excellent judgment, strategic thinking skills and attention to detail
• Excellent written and verbal communication skills
• Ability to learn and adapt to rapidly changing regulatory and business environments
• Able to work independently and with other staff across functional lines within the Bank
• Bilingual (English and French) would be an asset