Case Assessment and Intake Specialist

Full-time Permanent

Position Overview

FP Canada is in search for a Case Assessment and Intake Specialist that will play a critical role within FP Canada Standards Council™’s professional conduct framework. The role will be responsible for the timely assessment, intake and triage of complaints, disclosures, and other conduct-related information concerning FP Canada certificants, to determine whether an investigation or resolution at intake, is most appropriate.

Reporting to the Director, Professional Conduct, Complaint Intake and Monitoring, the Case Assessment and Intake Specialist will need to exercise sound judgment, strong analytical skills, and have clear communication skills. This position will contribute directly to the integrity, efficiency, and effectiveness of FP Canada’s Standards and Enforcement processes.

Key Responsibilities

In this role, you will:

Complaints and Conduct Review (75%)

• Conduct the initial review and assessment of complaints, disclosures, and potential violations under the FP Canada Standards Council™ Standards of Professional Responsibility.
• Monitor external sources (e.g., regulators, media) to identify allegations or findings that may engage FP Canada’s jurisdiction or raise potential conduct concerns.
• Review and triage certificant declarations through annual renewal or ad hoc reporting.
• Assess complaints and disclosures in a timely, accurate, and efficient matter, including identifying conduct and jurisdictional issues, determining information gaps, and recommending closure or escalation to investigation, as appropriate.
• Prepare a full range of written materials related to complaint intake and assessment, including correspondence with complainants and certificants, instructions to investigate, Director reports closing letters, memoranda summaries and briefing materials.

Data, Records and Reporting (15%)

• Maintain accurate records and statistics related to Standards and Enforcement activities, including inquiries, complaints, and investigations.
• Manage the database and reporting dashboards.
• Produce regular and ad hoc reports to support operational and organizational needs.

Communication and Team Support (10%)

• Respond to internal and external inquiries related to intake and assessment.
• Provide cross-coverage during absences and high-volume periods.
• Support overall team operations, process improvements, and other enforcement activities as needed.
• Perform other duties as assigned, in support of FP Canada’s strategic priorities.

Required Qualifications

The ideal candidate will have the following skills and experience:

• University degree or college diploma in law, paralegal studies, law clerk or a related field
• At least two years of relevant experience gained at a professional oversight body or regulator, preferably involving complaint intake, assessment, investigation support, or case management
• Strong analytical and synthesis skills, with the ability to prepare clear, well-reasoned written materials based on complex records
• Strong record-management, judgement and critical thinking skills
• Proficient with MS Office Suite, experience with Power BI is an asset
• Knowledge of financial services sector is an asset
• Fluency in French is an asset

Competencies

• Strong writing skills, with the ability to prepare clear, concise, and professional correspondence, reports, and internal documentation
• Strong analytical skills to reason through complex spoken and written information
• Exceptionally organized, with strong prioritizing, and coordinating skills
• Ability to analyze and synthesize complaints, identify relevant individual and potential systemic issues, assess jurisdiction and identify avenues of potential recourse
• Ability to interpret and apply standards, policies, and regulatory frameworks in a complaint assessment context
• Ability to manage a high-volume caseload, prioritize issues and tasks and meet deadlines
• Demonstrated attention to detail and ability to handle confidential and sensitive information with discretion and professionalism
• Able to deal professionally and calmly with members of the public at all times
• Ability to work independently as well as collaboratively with the organization

Working with FP Canada

Established in 1995, FP Canada is a national not-for-profit education, certification and professional oversight organization working in the public interest. FP Canada is dedicated to championing better financial wellness for all Canadians by leading the advancement of professional financial planning in Canada. Learn more at FPCanada.ca.

We’re FP Canada, a team of passionate and progressive professionals. FP Canada employs over 80 people, and our office is located in downtown Toronto. This is a full-time permanent position working 5 days per week, during core business hours, with some flexibility required. We offer a hybrid-work model, requiring at a minimum, two days a week (40%) on average, of employees’ time be spent in the office.

We are committed to wellness and a healthy work environment for our employees. You will earn a competitive annual salary, paid vacation and personal days, and you will enjoy our comprehensive employee benefits, RRSP matching program, professional development opportunities, flexible work arrangements and regular social events.

Our Commitment to Inclusion and Diversity

FP Canada values inclusion and diversity, and different perspectives and experiences; and we are committed to working towards an inclusive and diverse organization, reflective of Canada’s population. We encourage candidates who identify in traditionally underrepresented communities (women, racialized persons, indigenous persons, LGBTQ2S+ and persons with disabilities) to apply.

Our Commitment to Accessibility

FP Canada is committed to ensuring equal access and participation for people with disabilities in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). FP Canada will provide accommodation on request throughout the recruitment, selection and/or assessment process for applicants with disabilities. If you require accommodation, please inform our Human Resources Department at careers@fpcanada.ca.

Additional Information

This posting is for an existing vacancy within our organization.

Salary

Salary based on experience, ranging from $62,000 to $75,000.

Use of Artificial Intelligence

FP Canada uses AI‑enabled tools to support parts of the recruitment process, including screening and assessing applications. These tools help ensure consistency and efficiency in evaluating candidates; however, all final hiring decisions are made by human reviewers. If you have questions about how AI is used in our hiring process, please contact our Human Resources Department at careers@fpcanada.ca.

Application Details

To apply, please click this link: Case Assessment and Intake Specialist and fill out the online application. Applications will be accepted until April 17, 2026.

We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.