Hybrid Compliance Officer

at Condominium Authority of Ontario

• Job title: Compliance Officer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$68,872 - CA$83,631 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• Compliance Officer managing complaints for condominium management provider firms in Canada. Providing support for licensing, inspections, and compliance with regulations.

Responsibilities

• Reviews and process complaints received by the CMRAO against individual condominium managers and condominium management provider firms and make recommendations for resolution of cases.
• Supports licensing activities as a backup resource.
• Responds to inquiries on the phone or via email by providing information and support to applicants and others related to licensing and application requirements.
• Manages the intake of complaints about condominium managers and condominium management provider firms ensuring comprehensive information is captured in the database.
• Makes initial inquiries related to the complaint and determines the appropriate resolution path within policies parameters.
• Ensures appropriate tracking of complaints through the multiple stage processes and recording and publication of process outcomes in keeping with policies.
• Maintains a file record of each case to ensure that all relevant supporting documentation including all communications are documented in a professional manner to support further administrative or legal action, if required.
• Effectively communicates and provide information in a professional manner in writing or over the telephone to achieve the goal of establishing an understanding of the legislation as well as compliance with the CMSA and Regulations.
• Brings to the attention of the Manager any compliance issues, incidents or developing trends of concern that require consideration for further action or internal review of established policies.
• Prepares data and reports about compliance activities and profile of complainants and complaints.
• Maintains and keeps current CMRAO’s database of all compliance files assigned to them including all corresponding actions, activities, decisions and outcomes.
• May be directed to conduct inspections in relation to compliance files and/or for the purpose of verifying former registrants have ceased operating after voluntarily terminating or having their registration revoked.
• May be appointed as Inspector by the Registrar of the CMRAO for the purposes of conducting inspections in accordance with sections 59 and 60 of the Condominium Management Services Act, 2015.
• Conduct the inspection of licensed businesses and individual condominium managers.
• Conduct the analysis of documents and materials and evaluates compliance with the Condominium Management Services Act, 2015 (CMSA).
• Prepare inspection reports on the conduct and activities of licensees; prepares report of findings and recommendations for further action if required.
• Provide advice and recommendations regarding conditions to place on a license based on analysis of documents.
• Assists with special projects and initiatives, as needed.
• Recommends, as needed, policies, procedures, and guidelines to improve the efficiency and effectiveness of complaints handling operations.

Requirements

• Completion of a postsecondary degree or certificate (e.g., legal studies, policy or public administration or a related discipline) – or a combination of education, training and experience deemed equivalent.
• A minimum of three (3) years of progressive experience in a customer service environment.
• Experience in a regulatory environment would be an asset.
• Excellent command of the English language, both verbal and written.
• Command of French language both verbal and written – an asset.
• Skills and expertise in the interpretation, application and administration of regulatory policy and the legislative framework.