Complaints Officer (BC, AB, or ON)

Your Role

As Square One’s Complaints Officer, you serve as the bridge between regulatory compliance and exceptional customer service.

In this role, you conduct the final review for escalated customer complaints and provide Square One’s final position letter. You approach customer concerns with empathy, active listening, objectivity, and fairness. By analyzing and applying insurance regulations, statutory requirements, company procedures, and policy guidelines, you ensure every complaint receives full and fair consideration.

Your success comes from pairing a solid foundation in insurance practices with exemplary research, plain-language writing, and dispute-resolution skills. You remain composed under pressure because you are detail-oriented, highly organized, and an analytical thinker. These strengths allow you to resolve complex disputes fairly while identifying smarter, innovative ways to improve our overall customer experience.

The way in which home and auto insurance is distributed, fulfilled, and serviced is changing. Increasingly, people choose to research, buy, and manage their insurance online. So, you want to build your career at a progressive company that excels in the online space.

Square One was the first online home insurance provider in North America. And, we’re the only insurance provider that lets clients choose what they insure so they only pay for what they need.

We’re committed to making it convenient and easy for clients to do business with us. So, it should be no surprise that we’re obsessed with delivering the very best experiences to our clients.

Your Responsibilities

Reporting to Square One’s General Counsel, the Complaints Officer is a key member of the company’s Legal + Compliance team. You play a crucial role in maintaining regulatory compliance, customer trust, and high service standards across all jurisdictions we serve.

Your duties will include:

• Managing final escalations: Serving as the final internal escalation point for customer complaints, which includes:
  • Reviewing escalated complaints where the customer remains dissatisfied following the Divisional Head’s review;
  • Conducting objective reviews of customer files, call logs, correspondence, and other documentation;
  • Interpreting and applying relevant legal frameworks, industry codes and guidelines, and company policies;
  • De-escalating customers using active listening and empathetic communication;
  • Evaluating whether the file was fully and properly considered at earlier stages and providing any appropriate recommendations; and
  • Explaining complex insurance concepts, regulatory constraints, and decision rationale in a clear, plain-language manner.
• Regulatory and underwriter reporting: Preparing documentation and responses to regulatory and external dispute resolution inquiries (e.g., insurance councils, regulators, or ombudservices) and maintaining regular complaint logs and reporting for insurer partners.
• Compliance management: Ensuring all complaints processing adhere to internal policies and statutory or contractual response timelines.
• Continuous improvement: Analyzing complaint trends to identify root causes, operational gaps, or training opportunities across sales, service, and claims.

Your Qualifications

• 3+ years of experience in complaint handling, compliance, alternative dispute resolution, or claims adjustment in the financial services, insurance, or legal sectors.
• General insurance license or adjusting license (or the willingness to secure one).
• Knowledge of relevant regulatory and market conduct frameworks (e.g., provincial insurance laws and regulations, Fair Treatment of Customers, industry standards, etc.)
• Strong analytical, drafting, and problem-solving skills, including the ability to remain objective and neutral under high-stress conditions.
• Excellent communication and interpersonal skills with the ability to work cross-functionally.
• Ability to handle sensitive information and make sound judgments.
• High level of proficiency with Microsoft Office applications.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Strong ethical standards and professional integrity.
• Proactive and able to work independently.
• Strong written and verbal skills in both English and French are a definite advantage.

Your Compensation + Benefits

You appreciate that Square One personalizes your compensation and benefits just as it personalizes policies for its customers. Your compensation and benefits plan include

• A starting salary of $68,000 to $85,000 depending on experience.
• In-office, hybrid, or remote work setup.
• 3 weeks of vacation to start and an additional week after only 3 years.
• Flexible medical, dental, vision and extended health care coverage.
• Short- and long-term disability coverage.
• In-house and external training paid by Square One.

You will also participate in Square One's employee profit share and performance bonus programs. Under these programs, when the company achieves its annual targets, you share in its profits.