Senior Manager, Investigations and Regulatory Reporting

at  EQ Bank Equitable Bank

JOIN A CHALLENGER

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada’s Challenger Bank™, and have been around for more than 50 years. Equitable Bank’s wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people’s lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World’s Best Banks list since 2021.

THE CORE RESPONSIBILITIES OF THE JOB:

• Complaint Handling Program
• Conduct in-depth investigation of escalated complaints to Equitable’s Dispute Resolution Office (DRO), the third and final step in the Bank’s complaint handling process, as well as escalated seniors concerns to the Bank’s Seniors Champion, and complaints received from the Bank’s external complaints body. Draft detailed customer and regulatory communications for review.
• Manage the daily in-depth and prompt review and tracking of customer complaints and requests and respective responses in the DRO inbox, including the transfer of such to the appropriate line of business for handling.
• Conduct regular internal monitoring of the Bank’s complaints database and identified issues, including resolution to closure and escalation to Business Unit Management, as per the Bank’s Customer Complaint Handling Procedures.
• Help to identify trends and/or gaps across businesses arising from investigations and report findings with recommendations on how to improve the effectiveness of first line controls and work with the business units to develop corrective actions.
• Provide advisory support to the front-line business on the complaint handling process, including accurately completing complaint records in the complaints database, communications, and specialized training.

WHAT WE OFFER [FOR FULL-TIME PERMANENT ROLES]

\uD83D\uDCB0 Competitive discretionary bonus
✨ Market leading RRSP match program
\uD83E\uDE7A Medical, dental, vision, life, and disability benefits
\uD83D\uDCDD Employee Share Purchase Plan
\uD83D\uDC76\uD83C\uDFFD Maternity/Parental top-up while you care for your little one
\uD83C\uDFDD Generous vacation policy, personal days and even a moving day
\uD83D\uDDA5 Virtual events to connect with your fellow colleagues
\uD83C\uDF93 Annual professional development allowance and a comprehensive Career Development program
\uD83D\uDC9B A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you

Accountability:

• Act as an authority on complaint management including investigations and reporting.
• Support the Compliance Department as an authority on regulatory compliance-related regulations and industry best practices.
• Maintain a current understanding of complaint requirements, including policies, procedures, regulations, industry best practices, and identifying trends to provide support and direction to business units and to effectively manage and mitigate risk and comply with regulatory expectations and industry standards.
• Maintain a high level of integrity at all times and conduct investigations in an objective and unbiased manner