Inquiry and Correspondence Officer

2 temporary assignments, up to 12 months, unilingual position
1 permanent bilingual 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.

How do I qualify?

Mandatory

- Advanced-plus oral and Advanced written level of French-language skills for the one permanent bilingual (English and French) position.

Legislation Expertise:

- 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.

Computer Skills:

- 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.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Friday, July 14, 2017 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.