Job Description

First Canadian is a national organization and we are experiencing unprecedented growth!

We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.

We award our team with the following:

• Off work 1 hour early on Fridays.
• Earned Time-Off Program and vacation.
• Group Retirement Savings Plan with employer match.
• On-site gym including free weekly classes with a qualified trainer.
• Newly renovated facility with ergonomic desks/chairs.
• Educational assistance and career development.
• Employee benefits.
• Health and Wellness spending account.
• Employee Assistance Program (EAP).
• Employee discount programs.
• A Culture Team dedicated to diversity, inclusion, and employee programs.
• Employee recognition and appreciation events.
• French is not required for this role but is an asset, an uplift of 5% is applied after the probationary period for qualified professional level French bilingualism (both spoken and written).

Check out our company page for all the information on why we believe First Canadian is an employer of choice!

If you are motivated to succeed by helping people, then this is the opportunity for you!

The Consumer Complaints Specialist – Alberta, reporting to the Resolution Officer – Alberta, is an on-site role based in Sherwood Park. This position supports the end-to-end Department Response complaints process, ensuring timely acknowledgment, accurate documentation, fair review, and compliant responses.

The role is responsible for receiving, logging, and maintaining complaint records; coordinating with internal teams to gather information and track investigations; and preparing complaint responses in line with organizational policies, service standards, and regulatory requirements. The Specialist also supports reporting and compliance activities through data maintenance, trend analysis, and audit-ready documentation, contributing to continuous improvement in customer experience.

Essential Responsibilities:

Complaint Acknowledgement & Logging

• Acknowledge receipt of all complaints within required timelines.
• Accurately record and maintain complaint details in the complaints register/database.
• Ensure complaint files are complete and contain all relevant correspondence, documentation, and updates.

Complaint Coordination & Investigation

• Liaise with relevant department managers to understand complaints, when necessary.
• Investigate all necessary complaint details, ensuring clarity and consistency.
• Monitor progress of investigations to ensure deadlines are met and escalate delays where appropriate.

Response Management

• Prepare complaint responses in line with .
• Review draft responses for completeness and accuracy prior to issuing.
• Ensure responses are issued within agreed timeframes.

Reporting & Compliance

• Maintain accurate and up-to-date records of all complaints and their outcomes.
• Assist in the preparation of complaint statistics, trend reports, and compliance reporting.
• Ensure adherence to internal policies, industry regulations, and fair treatment of customers.

Continuous Improvement

• Identify recurring themes or issues arising from complaints and share insights with Sr. Management.
• Support initiatives to improve complaint handling processes and reduce root causes of complaints.

Other duties as assigned.

Qualifications:

• Post secondary education in Business Administration, Communications, Legal Studies, or a related field.
• Minimum of 2-4 years in complaint handling, claims management, customer relations, compliance or regulatory focused environments.
• Demonstrated experience drafting formal written responses or customer correspondence.
• Experience handling confidential or sensitive information with discretion.
• Intermediate skill with Microsoft Office (Word/Excel).
• Fluent in both English and French with strong skills in verbal and written communication.
• Successful completion of a credit check, criminal background check, education verification, license and certification verification (where applicable), and employment reference checks are required before employment.

Thank you for considering our organization.

If you are bilingual there will be a French and English assessment as a part of the recruitment process.

We are an equal opportunities employer and welcome applications from all suitably qualified persons. Accommodations are available upon request.