Bilingual Advisor, Escalations & Complaints

Job Description

We are seeking a Bilingual Advisor, Escalations & Complaints to join a dynamic regulatory environment on a 12-month contract with the possibility of extension. This role is ideal for a seasoned professional with strong conflict resolution, complaint-handling, and advisory skills who thrives in a fast-paced, high-volume environment.

As a senior escalation point, you will work closely with frontline officers to resolve sensitive consumer complaints and industry inquiries, provide real-time de-escalation support, and guide both internal teams and external stakeholders through complex issues.

This is a unique opportunity to combine complaint resolution expertise with process improvement and reporting skills, while making a direct impact on public trust and service delivery.

Roles and Responsibilities

• Act as an escalation point for complex or high-risk complaints, providing on-the-fly de-escalation support during live calls.
• Advise frontline officers on complaint-handling procedures, including formal investigations and compliance-related matters.
• Support the development of procedures, training, and consistent approaches for handling consumer and industry inquiries.
• Differentiate between concerns and formal complaints, ensuring accurate categorization and escalation.
• Review and monitor cases in CRM and reporting systems, ensuring documentation is complete and accurate.
• Prepare reports and trend analyses using Excel, Power BI, or Oracle, highlighting systemic issues and insights for senior management.
• Provide guidance and advisory support on industry-related inquiries, breaches, and stakeholder complaints (including consumers, industry, politicians, and oversight bodies).
• Contribute to ongoing process improvements and technology initiatives to support complaint management.

Qualifications and Skills

• Bilingual (French/English) – strong verbal and written communication required.
• 3–5 years of experience in dispute resolution, complaint handling, or mediation, ideally in a regulated industry (banking, telecom, utilities, or public sector).
• Strong customer service background with proven ability to manage difficult conversations and de-escalate conflicts.
• Analytical skills with working knowledge of Excel, Power BI, Oracle, and CRM systems.
• Ability to support process reviews and system improvements.
• Exceptional written and verbal communication skills, with the ability to interact confidently at all levels.