Senior Compliance Officer, Complaints & Investigations - Canadian Banking Compliance

• Assess, analyze and investigate client complaints as assigned, including:
  • Determine the nature of the complaint, and assess whether the complaint should be reported to the relevant SRO;
  • Perform a detailed analysis including a review of advisor submissions, account documentation, file notes and communicate with clients, advisors and other internal departments for further details as required;
  • Conduct suitability assessments;
  • Perform profit/loss calculations and construct model portfolios; and
  • Prepare substantive responses to clients based on the analysis and merits of the complaint for the Senior Manager, Compliance, Complaints & Investigations to review.
• Handle Provincial/National/SRO regulatory inquiries effectively in a timely manner.
• Prepare materials in response to regulatory inquiries, examinations and investigations and assist legal counsel as required in preparing cases for arbitration, SRO disciplinary proceedings or civil litigation.
• 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 team.
• 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 5 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 and a proven ability to develop and implement solutions to complex issues
• 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