Career Opportunities

What is the Role?

We are looking for a Consumer Services Officer (CSO) to join our team for a 6-month contract.

The Consumer Services Officer (CSO) will work as part of an integrated team to ensure consumer protection and public confidence in the provincial motor vehicle sales industry.

The CSO will actively support the VSA’s mandate in consumer protection by acting as the VSA’s key point of contact with consumers and providing:

• information and assistance with public enquiries to the VSA,
• assistance with voluntary and impartial informal resolution of disputes,
• case management for formal consumer and industry complaints to the VSA, and
• case management for claims against the Motor Dealer Customer Compensation Fund.

If you have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety – then come be a part of our team!

What You’ll Do:

The key accountabilities and deliverables of the CSO include:

• Responds to public enquiries to the VSA and provides information and assistance.
• Provides effective case management for consumer and industry complaints to the VSA including:
  • Reviewing complaint applications and conducting additional data gathering.
  • Assessing complaint issues for VSA’s jurisdiction and making recommendations for appropriate VSA’s means of dispute resolution, including use of the online self-help tool for public, My Self-Help, and online dispute resolution platform, Connector, or referral to other organizations.
  • Determining if assistance with dispute resolution between the parties is an option and if so, impartially encouraging informal party-to-party negotiations.
  • Disclosing complaints to respondents, reviewing and disclosing respondents’ responses to complainants.
  • In consultation with the Manager of Consumer Services, closing resolved complaints and complaints that are outside of the VSA’s jurisdiction.
  • Referring unresolved complaints to the Manager of Investigations.
  • In consultation with the Manager of Consumer Services, making 3^rd party mediation arrangements as required.
  • Notifying the Manager of Consumer Services about serious compliance issues.
• Provides effective case management for claims against the Motor Dealer Customer Compensation Fund including:
  • Reviewing claim applications for completeness and jurisdiction.
  • Conducting additional data gathering.
  • Circulating claim documents to the parties and acting as a key point for contact for the parties for information about their claims.
  • Collaborating with Licensing, Investigations and Finance department and obtaining relevant claim documents.
  • Preparing claim files for adjudicators.
• Manages a significant caseload adhering to established timelines and service standards.
• Maintains accurate and timely records of enquiries, complaints and claims in the VSA’s internal online database.
• Collaborates with the Communications, Learning and Development departments in the development and implementation of initiatives aimed at building public confidence in the motor dealer industry in BC by engaging and educating industry and consumers.
• Any other duties as assigned by the Manager of Consumer Services.

Is this a Good Fit for You?

The successful candidate must:

• Pass a criminal record check,
• Be willing to sign a confidentiality agreement and adhere to BC privacy legislation.

Your Experience and Educational Background

While it is understood that a candidate may not possess all the competencies noted below, it is expected that over time, the candidate will demonstrate most, if not all, of these aspects:

Required:

• A relevant diploma or certificate in a related discipline such as criminology, political science, social or legal studies, or a relevant discipline
• A minimum of one-year relevant experience in a related field such as consumer protection, dispute resolution, case management, regulatory environment, or motor dealer industry

Preferred:

• University degree in a related discipline such as criminology, political science, social or legal studies, or a relevant discipline
• Experience in providing public services in a regulated environment
• Understanding of administrative fairness and natural justice
• Experience in case management and dispute resolution such as facilitation, negotiation, mediation
• Knowledge of the Motor Dealer Act and regulations, and the Business Practices and Consumer Protection Act
• Knowledge of or experience in the motor dealer industry

A combination of relevant education and experience will be considered.

You Possess the Following Competencies

• Ability to gather information using active listening and interviewing skills
• Ability to handle large volumes of complex information and identify and summarize relevant facts
• Ability to effectively manage significant caseload and multiple deadlines
• Ability to create and maintain accurate records
• Ability to work independently or as a member of a team
• Ability to calmly diffuse situations with unreasonable conduct in a professional manner
• Ability to communicate clearly, concisely and professionally in writing and orally
• Excellent interpersonal skills
• Strong problem-solving, dispute resolution and negotiating skills
• Proficiency with MS Office, databases, word processing programs, operating in online paperless environment.
• Ability to learn and adapt to new digital solutions and processes.
• Able to build and maintain professional relationships
• Ability to maintain strict confidentiality
• Language skills other than English an asset

Why Work With the VSA

At the VSA, you will work with a dedicated, passionate team that strives to bridge the gap between the industry and the regulator, all while embracing a collaborative and innovative approach. Consider joining a strong, committed team with access to programs and activities that support a healthy work-life balance and fosters individuality and diversity.

Compensation

This position offers a competitive salary. The annual salary range for this role is $60,400 – $67,500 (to be pro-rated according to the 6-month contract term), plus 6% in lieu of vacation. In addition to the compensation, the VSA offers 6% in lieu of benefits.

Length of Contract

The CSO position will run for 6 months from the mutually agreed upon start date.

How to Apply                                                 

The VSA values diversity and is committed to fostering an inclusive workplace where everyone is respected and supported. We welcome applicants from all backgrounds and experiences. Only candidates selected for an interview will be contacted. If you require accommodation during the application process, please reach out to our HR Team at resumes@vsabc.ca.

If you are interested in the Consumer Services Officer (CSO) 6-month contract role with the Vehicle Sales Authority and would like to submit your application for review, please send your cover letter and resume to resumes@vsabc.ca.

All applicants must undergo a criminal background check and reference checks, should have knowledge of the role of regulatory organizations, and preferably knowledge of the Motor Dealer Act and other relevant consumer protection legislation.

We thank all candidates for applying; however, only those selected for an interview will be contacted.

What is the Role?

The Industry Standards Officer ensures consumer protection in motor vehicle related transactions in the province of BC by enforcing and administering the Motor Dealer Act and its regulations, and Business Practices and Consumer Protection Act. This position delivers the VSA’s Purpose to build public confidence in the industry by engaging and educating industry and consumers ensuring a safe and reliable buying experience.

What You’ll Do:

The key accountabilities and deliverables of the Industry Standards Officer include:

• Connect with VSA licensees to conduct and complete inspections in a consistently fair and professional manner wherever needed within the province.
• Apply a risk-based assessment of Motor Dealers, proactively monitor licensees to mitigate and reduce risks of non-compliance and consumer harm
• Devise and implement appropriate inspection strategies to ensure efficient, cost-effective, professional, and fair inspections.
• Collect, analyze, and organize large amounts of complex and technical information and physical evidence into detailed, high-quality inspection reports.
• Prepare inspection reports in a professional, timely and fair manner
• Meet VSA Industry Standards service standards.
• Educate licensees about the VSA’s expectations and legislation applicable to the automotive industry, including their rights and best practices to comply with the legislation.
• Present inspection findings at hearings before the Registrar of Motor Dealers and, if necessary, to the courts.
• Report on compliance issues, industry trends, risks, and industry practices to the Manager of Industry Standards.
• Other duties as assigned by the Manager of Industry Standards.

Is this a Good Fit for You?

The successful candidate must:

• Must pass a criminal record check.
• Must pass a skill/knowledge test and a pre-employment assessment test.
• Willing to sign a confidentiality agreement and adhere to BC privacy legislation.
• Must possess a BC Class 5 driver’s license or equivalent and be in good standing. A current driver’s abstract acceptable to the VSA must be provided by the successful candidate.
• Weekend work and travel within the province may be required.

Your Experience and Educational Background

The ideal candidate brings passion and commitment to the role.

While it is understood that a candidate may not possess all the competencies noted below, it is expected that over time, the candidate will demonstrate most, if not all, of these aspects:

Required:

• A relevant diploma or certificate with a focus in business, public administration, criminology, or other related discipline
• Investigation & Enforcement Skills Certificate
• Several years’ experience conducting inspections, preferably in the compliance/enforcement environment
• Experience working with, interpreting, and applying legislation
• Experience preparing reports or regulatory documentation during inspections
• Experience dealing with a variety of contacts and individuals (e.g., business representatives, legal counsel, and members of the public) on complex, sensitive or contentious issues
• Experience and competence dealing with individuals who may be confused, angry or hostile

Preferred:

• University degree in law, criminology, legal studies, or a related discipline.
• Experience in conducting inspections within a regulatory environment applying consumer protection legislation.
• Knowledge of the Motor Dealer Actand regulations, and the Business Practices and Consumer Protection Act
• Knowledge of or experience in the motor dealer industry

A combination of relevant education and experience will be considered.

You Possess the Following Competencies

• Strategic approach to problem solving, decision making and negotiating skills.
• Self-motivated and able to manage time and workload pressures independently.
• Ability to create and maintain a positive work environment.
• Ability to build and maintain positive professional relationships with internal and external stakeholders and work effectively with all levels of employees is critical.
• Experience in following and maintaining workplace privacy and confidentiality.
• High level of personal integrity.
• Able to work alone or as a member of a team.
• Able to calmly diffuse situations in a professional manner.
• Computer skills including word processing and use of databases such as
• Microsoft’s Customer Relations Management (CRM) system.
• Comfortable with learning new technology tools, skills and processes.
• Ability to work in a hybrid setting.
• Ability to organize and prioritize work to manage multiple duties and deadlines
• Ability to exercise sound and ethical judgement in applying discretion in a professional, fair, and consistent manner.
• Understand business documentation, basic accounting documentation and business contracts.
• Ability to communicate advice and information in a clear and comprehensible manner and gain the cooperation of difficult individuals calmly and respectfully.
• Network effectively, establish and maintain a base of trustworthy contacts.
• Excellent oral, written, and interpersonal communications skills including interviewing, public speaking and presentation, and the ability to clearly and accurately present evidence at a hearing or in court.

How to Apply                                                 

The VSA values diversity and is committed to fostering an inclusive workplace where everyone is respected and supported. We welcome applicants from all backgrounds and experiences. Only candidates selected for an interview will be contacted. If you require accommodation during the application process, please reach out to our HR Team at resumes@vsabc.ca.

If you are interested in the Industry Standards Officer role with the Vehicle Sales Authority and would like to submit your application for review, please send your cover letter and resume to resumes@vsabc.ca.

Please submit your applications by email.

All applicants must undergo a criminal background check, should have knowledge of the role of regulatory organizations, and preferably knowledge of the Motor Dealer Act and other relevant consumer protection legislation. Short-listed applicants will also require a short research project, writing sample and presentation from those selected candidates for an interview.

We thank all candidates for applying; however, only those selected for an interview will be contacted.