Compliance Associate – Customer Due Diligence

Toronto, ON

Our company is an importer and distributor of drugs, including narcotics, prescription, ethical and OTC drugs, medical devices (MD), cell-tissue-organs (CTO) and natural health products (NHP) in Canada. We are also an importer and distributor of medical devices (MD), and human-cell-tissue products (HCTP) in USA. We are committed to providing exceptional service and brand awareness to thousands of hospitals, dental and oral surgery clinics that we serve in Canada, the United States and around the world. Our company represents leading brands in their respective categories.

The Compliance Associate – Customer Due Diligence position is a specialty role primarily related to “Know Your Customer” and “Due Diligence” processes and will involve the verification, identification, tracking, monitoring of customers ordering controlled substances and ensuring compliance to internal processes and the Narcotic Control Regulations (C.R.C., c. 1041).

Compensation: Open

Location: Mississauga, ON.

Type: Hybrid, onsite and remote

Key Responsibilities

70%

• Ensure that required documentation is received from customers regarding “Know Your Customer” process.
• Conduct customer due diligence and make recommendations on controlled substance purchase eligibility, ensure that pending orders are appropriately released, verify applicable licensing/ documentation for customers ordering prescription products.
• Review pending orders in the Suspicious Order Monitoring (SOM) system, and make informed procedural decisions to release orders based on size, frequency, and pattern of controlled substance orders to comply with internal procedures and Narcotic Control Regulations.
• Review customer information, including but not limited to, product history reports, internet searches, and controlled substance documentation to comply with the Narcotic Control Regulations.
• Obtain additional information from customers regarding their controlled‑substance orders, through phone calls as needed, and clearly document all pertinent details in the SOM system.
• Secure information, via controlled substance documents, justification letters, and product history reports, and perform internet searches to conduct customer due diligence.
• Document and summarize key facts and make recommendation on controlled substance purchase eligibility.
• Clearly document in the system all pertinent information, and articulate a low-and-high level response for internal audits and escalations.
• Maintain all documentation and necessary records for controlled substance customer order activity.
• Perform trend analysis of customer orders (on amount, frequency) to distinguish Suspicious Transactions, and report such transactions to Health Canada, when applicable.
• Effectively communicate due diligence information to management, customers, Sales and other internal departments.

20%

• Obtain AQPIC authorization, support duties related to Narcotics activity onsite (e.g., Product receiving, inspection, distribution, monthly reporting, etc.)
• Support full process for returns and Quality Product Complaints for controlled substances
• Preparation, review and maintenance of any logs, spreadsheet, or records related to controlled substances “Know Your Customer” and “Due Diligence” processes

10%

• Support submission of monthly narcotics report to Health Canada, with particular focus on accidental, loss, destruction or theft
• Other responsibilities related to Quality or Regulatory activities

Requirements

• Bachelor’s degree in science or a related field (e.g., Biology, Chemistry, Biochemistry, Biotechnology, Kinesiology, Pharmacology, Pharmacy, Biomedical Sciences, etc.).
• 2+ years of experience working with controlled substances or related experience in an associate/ representative or above role.

Skills & Competencies

• Good telephone etiquette and effective dispute resolution
• Knowledge of Narcotic Control Regulations (C.R.C., c. 1041)
• Ability to accurately document customer due diligence information
• Ability to work with complex customer service issues
• Good time management skills and the ability to prioritize work and meet deadlines
• Excellent writing and communication skills
• Very good computer knowledge, MS office (Word, Excel), Adobe, Network environment
• Strong self-management and organizational skills
• Strong problem-solving and decision skills
• SAP experience is an asset
• Ability to multi-task
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Good attention to detail and accuracy

Compensation:

The posted range for this position is $50,000.00 – $60,000.00. Many factors go into determining pay within the posted range, including education, prior experience, training, skills, certifications, location/labor market, internal equity, etc.