BPO Compliance Officer at TELUS

Description and Requirements
Essential Duties and Responsibilities:

• Provide support of policies, standard operating procedures and controlled documents that govern activities and processes at ACT
• Partner with all areas of the company to provide "Best in Class" processes and practices that ensure ACT's position as a high quality, fully compliant organization
• Provide support and management of internal and external audits in all areas of the organization, developing and providing detailed reports to ACT leadership as well as assist in development and monitoring the completion of remediation plans
• Maintain knowledge of regulatory requirements and "best" practices for the business
• Provide support with the non-conformance process, developing and providing detailed reports to ACT leadership as well as monitoring the completion of corrective action plans
• Conduct investigations and compliance program reviews. Respond to complaints of compliance violations
• Develop and provide site compliance overview reports
• Develop, participate in and review proposed changes to policies and procedures for compliance with applicable regulatory and consumer/public interest laws, rules and regulations, and provide recommendations for changes
• Report issues to the Chief Compliance Officer related to site regulatory non-compliance, external and corporate audit result findings
• Facilitate training of site employees as needed to educate, implement and ensure site security and corporate compliance
• Stay current on business trends through ongoing training as directed by the Chief Compliance Officer
• Track applicable laws and regulations, understand the details of regulations and advise of operational impact of trends and changes
• Review and assist in revision and development of company forms, agreements, disclosures to ensure compliance with applicable laws, rules and regulations
• Conduct research of individual regulatory-related matters. Identify and communicate regulatory compliance deficiencies. Provide guidance in the development of alternative solutions or implementation of corrective action
• Provide written responses as applicable to inquiries of a regulatory nature, supporting analysis, conclusions and recommendations upon well–investigated and documented research of regulatory requirements
• Provide support with any and all other essential duties and responsibilities identified by the Chief Compliance Officer

Education and/or Experience:

• Compliance: 1 year (Required)
• High School diploma, college preferred. 
• Experience within a compliance, call center and/or corporate environment, or similar area(s), preferred, where handling and securing of confidential information is of primary importance. 
• Knowledge of laws and regulations governing the applicable business entities.
• Excellent written and verbal communication skills, computer
• Computer/Technical Skills:
• Intermediate Microsoft Office skills are required. Familiarity with SharePoint is a plus.

Competencies:

• Candidate must have keen attention to detail, high morale compass and have confidence to call out anyone/any position if need be
• Must have good communication skills to ensure that information security policies and procedures are followed
• Must be willing to learn and master the account that is being supported.
• Must have data analysis skills
• Must have good investigative skills and be adaptable to different tools and systems
• Must be able to discuss findings with the PSA team, account general manager, Team leaders and Management 
• Must be able to evaluate different cases, patterns and trends to identify failure in policies, procedures and internal control put in place
• Must be willing to perform various administrative tasks and requests effectively as and when required
• Must be willing to learn continuously as there will be continuous improvement with the account we are supporting