Practice and Quality Assurance Advisor
The Insurance Council of British Columbia ("Council") is the regulatory organization that licenses and regulates the activities of over 38,000 life and general insurance agents, general insurance salespersons, insurance adjusters, and restricted travel insurance agents in British Columbia.
The Practice and Quality Assurance Advisor provides direction and guidance to stakeholders on matters under Council's purview and monitors the industry through various means to assess levels of compliance.
You will carry out a dynamic role with functions that include handling general inquiries, basic complaints, conducting audits on continuing education ("CE"), errors and omissions ("E&O") insurance, and other audits as identified.
You must become fully informed about all aspects of the governing legislation, Council Rules, Council's Code of Conduct as well as Council's operations. Showing initiative and keeping an open mind when applying such knowledge in situations that may fall outside the norm is essential. You are also expected to identify trends in inquiries and audits reporting these to the Manager, and influencing improvements in licensee Practice guidance and standards.
Why Work for Council?
Work with a great team of people in a rewarding career that makes a difference. We're in a downtown location with plenty of amenities nearby. Council has a friendly and collaborative environment with a team who's committed to protecting the public.
During the current pandemic we have established remote working procedures as well as health and safety policies to minimize exposure.
Who We're Looking For
The ideal candidate will have a background in a regulatory setting or in the financial services or insurance industry. The incumbent must have excellent customer service and conflict resolution skills. Good oral and written communication skills are important, along with an ability to interpret and apply legislation and policies to differing situations.
Duties and Responsibilities
- Proactively handle and respond to telephone, written and in-person inquiries from stakeholders;
- Maintain an understanding of and remain current on Council operations, legislation, practices, regulatory and industry trends and happenings;
- Conduct CE, E&O insurance audits and other audits;
- Identify, investigate, and escalate disciplinary and rule breach reviews;
- Draft Council Memos for CE, E&O and disciplinary, rule breach or other consideration;
- Assist the public in presenting / resolving complaints by providing information and direction where possible;
- Review, handle, and respond to Other Business Activity or conflict considerations;
- Conduct research, review documentation, and gather information necessary for audits or other reviews;
- Refer matters to other regulatory bodies as required;
- Prepare both external and internal written communications as required;
- Maintaining accurate and timely records;
- Identify trends in daily work, communicate these to the Manager, and contribute to improvements to licensee practice guidance and standards;
- Review and update website content as required;
- Liaise with other departments as required;
- Assist the Manager as required; and handle other duties as identified.
- 3 years' experience in a regulatory, financial services or related field.
- 2 years post-secondary education in a related field such as business administration, or equivalent experience.
- Computer skills, having proficiency with the Microsoft Office suite, specifically with word, excel and Teams
- Excellent oral and written communication skills.
- Excellent service and conflict resolution skills.
- Demonstrated analytical and judgement skills.
- Ability to handle a large volume of varied work and deal with several concurrent tasks.
- Ability to interpret and apply legislation and policies to differing situations.
- A public service orientation.
- Demonstrates initiative and flexibility.