Our Client, a Vacation Rentals company, is looking for a Regulatory Response Ambassador for their Montreal, QC location. Responsibilities: + The Regulatory Response team will work closely with our regional and global legal, public policy, and public relations teams, taking point on enforcement of Client Non-Discrimination Policy and Accessibility Policy. + Manage complex, sensitive, and/or urgent cases that might pose a significant risk to our brand or ability to operate in different countries, cities, and municipalities. + Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc), + Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in compliance, policy, local regulations, consumer bodies, and brand risk topics. + Providing upward feedback, regarding the status of regulatory cases, communicating regularly with supervisors and managers. + Compile incident reports at the direction of leadership and maintain high levels of confidentiality while performing investigations. + Working closely with stakeholders to align on case strategy. Valuing diversity: + Appreciate and leverage the capabilities, insights, and ideas of all people. + Work effectively with people of diverse styles, abilities, and motivations. + Champion equal and fair treatment and opportunities for everyone, and encourage others to do the same. Welcoming ambiguity: + Can effectively articulate the need for change and encourage optimism in those around you. + Able to perform at a high level, even during times of uncertainty. + Trust your instincts and your ability to learn from past experiences, and you can confidently move forward even when you don't have all of the details. Writing: + Written communication is both clear and efficient. + Tailor your style and tone to your audience and setting to ensure that your messages will be heard and understood. + Know when written messages are appropriate and when to choose other forms of communication Balancing perspectives: + Look at the "big picture," not just the situation directly in front of you. + Open to being wrong, can assess situations objectively, and can evaluate multiple points of view. + Able to see how every part of the business is affected by a situation, and you devise plans and strategies accordingly. + Think globally and take the broadest possible view of issues and challenges. + Assume positive intent. You effectively consider all of the factors at play and envision many possible outcomes. Solving problem: + Quickly identify root causes as well as subtle, hidden issues. + Use logic to propose effective solutions to a variety of problems. + Dig deeper and utilize all available resources to reach the best possible solution. + Utilize creativity to propose original solutions, and don't stop at the first, most obvious answers. + Understand when a loss is the best solution, and can explain why. Requirements: + 4 years experience in client resolutions/escalations or 2 years experience working with policy and/or regulatory matters. + Degree in political science or experience with social work are an asset. + Strong verbal and written communication skills. + Experience in client-facing roles; comfortable making/taking customer calls. + Interest in legal/policy/consumer bodies issues and how they apply to Client + Excellent time management, negotiation and conflict resolution skills. + Comfortable with ambiguity. + Strong analytical skills, able to compile reports and analyze data are an asset. + Must be fluent in English, both spoken and written. + Spanish and/or Portuguese are an asset. + People priorities + Diversity and inclusion + Excellent communication skills + Conflict management + Time management + Articulate + Correspondence + Queue management Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.