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Closed listing

CIRO / OCRI

Senior Complaints & Inquiries Specialist

Vancouver, BC, Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Job type: Full-time
Closing date: Oct 19, 2026
Posting language: English
Posted: Apr 10, 2026

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Original job description

Archived listing. The details below describe a past opening.

Position Title: Senior Complaints & Inquiries Specialist

Department: Complaints & Inquiries

Location: Calgary, Montreal, Toronto or Vancouver

Status: Permanent Full-Time (Hybrid)

Day in the life of:

As a self-regulatory organization, the Canadian Investment Regulatory Organization (CIRO) is committed to setting high regulatory standards for the investment industry, safeguarding investors, and supporting the integrity of Canada’s capital markets.

Join a growing team and contribute to the dynamic and complex world of Canadian capital markets.

The Complaints & Inquiries Department (C&I) is the first point of contact for the majority of incoming inquiries and complaints to CIRO. C&I is the main contact for public investors, but also plays an important triage role for other types of contacts.

The Senior Complaints & Inquiries Specialist (SCIS) is in the unique position of having the opportunity to assist investors on a daily basis by responding efficiently and helpfully to investor inquiries and acting as the initial contact for all public investor complaints, both verbal and written. The SCIS must effectively convey CIRO’s mandate of investor protection through their communications with the public. The SCIS will provide consistent and accurate information about CIRO’s role (and that of other industry players), the complaint process and the complainant’s options regarding compensation, if applicable. The role is very research intensive as the department receives an extensive variety of inquiries and complaints involving trading on Canadian markets, CIRO’s role, investment and trading rules, the activity of our dealers and more.

The SCIS routinely communicates with other CIRO departments in researching inquiries or complaints and must often provide written responses to investors explaining complex or contentious matters in plain language. In appropriate cases, the SCIS will assist investors who have non-regulatory complaints until either their issue has been resolved or they have been provided with complete information about their options for resolving the issue. In some instances, this will involve working with senior staff at the CIRO member firm to resolve the investor’s issues.

The SCIS will assess all public complaints received and make determinations as to the potential violations and if regulatory in nature, refer those complaints to the appropriate CIRO department immediately after the SCIS has thoroughly explained CIRO’s role, the complaint process and compensation options and this information is understood by the complainant.

The SCIS will also assist in identifying and reporting to management evolving trends and policy issues or concerns.

Core Responsibilities:

Act as the first point of contact for all public investor inquiries and complaints, including those related to dealer conduct, marketplace trading and CIRO’s Debt Information Processor role
Provide consistent, thorough, and accurate information about CIRO’s role (and that of other industry players), the complaint process and options regarding compensation, where applicable, to complainants to help manage complainant expectations
Collect and analyze information from the investor and provide responses that are timely, accurate and conveyed in plain language
Accurately assess and determine the appropriate course of action for all public complaints
Accurately record the receipt of all complaints and inquiries in our internal case management system and ensure all documents and correspondence are attached
Identify to management evolving trends, egregious matters, policy issues or concerns

Key Skills and Competencies:

Must-haves

A passion for assisting investors with a strong ability to show empathy
Outstanding written and verbal communications skills
Accuracy and strong attention to detail
Ability to articulate and communicate complex issues to a variety of audiences
Understanding of current and emerging issues in securities and capital markets regulation
Strong networking and relationship-building/collaboration skills
Strong personal initiative, problem solving and decision-making skills, research and analytical skills, creativity, and ability to work independently and as a member of a team
Ability to work in a fast-paced environment, balancing multiple priorities within specific time deadlines and with frequent interruptions
Working knowledge and application of dispute resolution methods
Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation
Bilingual in French and English (both verbal and written) preferred

Nice to Haves

Ability to work in both English and French is an asset

What we offer:

Competitive base salary in alignment with market
Performance based bonus
Hybrid work environment
Employer paid Health Benefits and Spending Account that offer flexibility to meet your individual or family needs as of day one.
Defined Contribution Pension Plan with company matching that starts on your first day of employment.
Paid flex days and sick days
Vacation days
Maternity Leave Of Absence /Paternity Leave Of Absence top up
Paid continuous learning and continuing development including designations.

Why the Canadian Investment Regulatory Organization (CIRO):

Our purpose and our impact: 

With offices across Canada - from Vancouver to Montreal, our mission is to promote healthy capital markets by regulating fairly and effectively so that investors are protected and confident investing in their futures. As regulators, we understand that we are all investors, and therefore a career with us is a purposeful career: protecting our future.

Culture and Working Environment:

Life at CIRO is purpose and performance- driven. We foster an inclusive culture where teamwork, a forward-thinking attitude, and integrity are at the core of everything we do. This creates an environment where employees thrive, grow, and are empowered to learn and contribute their best. 

Joining CIRO means becoming part of a dynamic and transparent organization that values accountability and is committed to maintaining the highest standards of regulatory oversight in the financial industry. 

Looking for a career where you can safeguard the integrity of Canadian markets? Join CIRO and be part of the team that secures our financial future. 

At CIRO, you’ll be part of an organization driven by Pride in Excellence, a strong Focus on Well‑being, and A Shared Purpose that connects our people to meaningful work. We’re committed to fostering an inclusive, supportive environment where you can grow and make an impact. Learn more about what it’s like to build your career at CIRO by exploring our Careers page: https://www.ciro.ca/about-ciro/careers

Our Commitment: 

CIRO is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CIRO will provide accommodation to job applicants with disabilities throughout the recruitment process. Should you require accommodation, please contact Human Resources.  

We are committed to creating an inclusive and barrier-free recruitment and selection process across Canada. We welcome applications from all qualified individuals and are dedicated to providing accommodations upon request for candidates participating in all aspects of the recruitment process, in accordance with applicable human rights and accessibility legislation.

Our Recruitment Process

This posting reflects an active vacancy on our team
We use automated (AI) tools to assist with candidate sourcing and communications. Applications are reviewed by our hiring team and hiring decisions are made by people.
This role has a hiring range of $92,000 - $110,000 with the placement and offered salary being based on knowledge, skills, education/training and experience, as well as external market conditions and internal equity.

While we appreciate receiving applications, only those applicants who closely meet the position requirements will be contacted. 

About employer

More about this job

Responsibilities

Serve as the first point of contact for public investor inquiries and complaints, provide accurate information about CIRO and complaint-resolution options, and assess complaints for appropriate action or referral. Research complex issues, document cases and correspondence, support investors in resolving non-regulatory concerns, and report emerging trends and policy issues to management.

Requirements

The role calls for strong written and verbal communication, empathy, accuracy, research and analytical ability, and knowledge of current and emerging securities and capital markets regulatory issues. Candidates should be able to explain complex matters clearly, handle distressed individuals, apply dispute-resolution methods, manage competing priorities, and work independently and collaboratively; French-English bilingualism is preferred.

Skills

Investor Assistance
Empathy
Written Communication
Verbal Communication
Attention to Detail
Plain-Language Communication
Securities and Capital Markets Regulation
Research
Analytical Skills
Problem-Solving
Decision-Making
Dispute Resolution
Relationship-Building
Collaboration
Multitasking
French-English Bilingualism

Benefits

Performance-Based Bonus
Hybrid Work Environment
Employer-Paid Health Benefits
Health Spending Account
Defined Contribution Pension Plan With Company Matching
Paid Flex Days
Paid Sick Days
Vacation Days
Maternity and Paternity Leave Top-Up
Paid Continuous Learning and Professional Development

Visa sponsorship

Not detected in the job text

Keywords

Investor Protection
Investor Inquiries
Investor Complaints
Complaint Triage
Complaint Resolution
Securities Regulation
Capital Markets
Dealer Conduct
Marketplace Trading
Debt Information Processor
Regulatory Compliance
Dispute Resolution
Compensation Options
Case Management System
Complaint Assessment
Regulatory Referrals
Plain-Language Communication
Research and Analysis
Trend Identification
Policy Issues
Investor Relations
French-English Bilingualism

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