Toll Free: 1.877.225.0446



Independent Board Director representing Quebec
Part Time Consumer Service Officer

Independent Board Director representing Quebec

The General Insurance OmbudService (GIO) was created in 2002 and is an independent, not-for-profit dispute resolution service that is responsive, thorough and focused on the successful resolution of consumer complaints.

GIO’s board of directors (Board) consists of professionals who are responsible for the management of the activities and affairs of the corporation and must meet stringent conflict of interest guidelines to ensure that they operate independently from the Insurance industry, and from government. They are chosen to reflect a diversity of experience, interests, backgrounds and geographic representation. They are individuals known and respected on a national and regional basis.

The Board is composed of seven directors. Of these, five are Independent Directors and two are Industry Directors who are appointed by the Insurance Bureau of Canada. Independent Directors are elected by GIO’s Independent Directors’ Committee.
Further details about GIO and its activities can be found at

How to apply

Candidates must submit a cover letter and resume to by August 16th, 2019.

GIO thanks all individuals who apply for this position, however, only applicants who are selected for an interview will be contacted.

Education and Experience

To be considered for this position, please provide examples from your career that clearly demonstrate your experience gained as a senior executive and how you meet the following requirements in your application:

  • A degree from a recognized university in a relevant field of study, or an acceptable combination of equivalent education, job-related training or experience;
  • Significant experience as a senior level executive for a large public or private sector organization;
  • Senior level experience serving as a member of a board of directors for a public or private sector organization or an executive answerable to stakeholders in the public or private sector; and
  • Strong business skills and judgment gained through senior executive experience in large commercial organizations.

Knowledge and Skills

If you are selected for an interview, the following criteria will be assessed:

  • Knowledge of the mandate and business activities of GIO and a good understanding of the legislative environment in which it operates;
  • Knowledge of corporate governance and best practices;
  • Ability to develop effective working relationships with other Board members, GIO’s business partners and members;
  • Strong communication skills, both written and oral; and
  • Knowledge in one or more of the following areas would be an asset:
    • corporate governance experience;
    • audit and financial accounting expertise;
    • legal expertise;
    • technological expertise;
    • strategic planning and risk management expertise;
    • corporate finance and investment management expertise;
    • HR/compensation expertise;
    • pension strategy expertise;
    • government experience; and
    • knowledge of both official languages.

Eligibility Factors and Conditions of Appointment

In your application, it will be important that you confirm you meet the following requirements:

You must be a resident of Quebec.

The following persons may not be a director of GIO:

  1. a current director, officer or employee of any insurer or reinsurer that is a Subscriber under GIO’s Bylaws;
  2. in the three (3) years prior to election as an Independent Director, a director, officer or employee of any insurer or reinsurer that is a Subscriber;
  3. a current director, officer or employee or, in the three (3) years prior to election as an Independent Director, a director, officer or employee of Insurance Bureau of Canada or its successors;
  4. (a) a current employee of a federal, provincial or territorial government, a current officer or employee of an agency of the Crown in respect of such government, or (b) in the three (3) years prior to election as an Independent Director, a director, officer or employee of a financial services regulator or supervisor, or government department, ministry or agency responsible for the regulation or supervision of financial institutions or financial services;
  5. a current member of the Senate of Canada, member of Parliament or member of a provincial or territorial legislative assembly or, in the three (3) years prior to election as an Independent Director, a member of the Senate of Canada, member of Parliament or member of a provincial or territorial legislative assembly;
  6. an individual who provides goods or services to and receives compensation from an insurer or reinsurer that is a Subscriber;
  7. a person who has a significant interest, as that term is defined by legislation governing federally regulated financial institutions, in a class of shares of an insurer or reinsurer that is a Subscriber; or
  8. is the spouse or common law partner of any person described above;

You must be willing to participate in a schedule of Board meetings as stipulated by GIO, as well as any requirements for participation in committees, annual general meetings, or other such duties as may be required. You must be willing to travel domestically for Board meetings.

You must possess qualifications set in the relevant corporate legislation, and the GIO by-laws and be able to fulfill any other relevant roles and responsibilities that are required from time to time.

Part Time Consumer Service Officer

The General Insurance OmbudService (GIO) is a federally-incorporated organization.  Its members are property and casualty insurers. Its purpose is to provide dispute resolution services to resolve complaints between policyholders and their member insurers.

Position: Part Time Consumer Service Officer, GIO

Reports to: Executive Director, GIO

Position Purpose: To provide support, guidance and information to consumers who have complaints with their property and casualty insurance company.  The CSO must establish and maintain strong working relationships with consumers and industry representatives.


  1. Respond to routine consumer inquiries, addresses concerns and provide solutions as appropriate
  2. Research answers to complex consumer inquiries
  3. Update complaint database by processing all types of consumer communication
  4. Maintain accurate and complete correspondence
  5. Anticipate consumer and company needs and respond accordingly
  6. Assess and monitor complaint files and recommend or initiate communication with appropriate parties
  7. Conduct appropriate proactive and/or follow up service calls to seek resolution on potential issues or outstanding items
  8. Co-ordinate mediation and senior adjudication processes
  9. Assist with outreach activities as needed (conventions, trade shows)
  10. Assist with administrative activities as needed.


  • College diploma, preferably in insurance or business administration
  • Minimum of two (2) years of industry related experience or an equivalent combination of skills and experience
  • CIP designation or working towards
  • Ability to communicate effectively over the telephone and demonstrated excellence in delivering customer service
  • Strong analytical and problem solving skills, as well as good time management and decision making abilities
  • Organized, detail oriented and the ability to work well independently, as well as in a team environment.
  • Strong keyboarding skills and good working knowledge of MS office
  • Must be bilingual (French and English)