Summary
Overview
Work History
Education
Skills
Languages
Awards
Timeline
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Brian Trotman

Oshawa,ON

Summary

In my recent experience, I've led the bank's accessibility and risk review programs, enhancing customer service, inclusivity, and regulatory compliance. My strong communication and problem-solving skills led to significant policy improvements and effective risk management.


Achievements include removing key barriers accessibility, proactive identification of regulatory risk, and continued evolution of the bank's complaints handling procedures, demonstrating a blend of detailed research capabilities, applied logic, and empathy.

Overview

16
16
years of professional experience

Work History

ACA Public Commitments Program Lead

Capital One Bank (Canada Branch)
06.2023 - Current
  • Led Accessible Canada Act (ACA) Public Commitment program for the entire bank.
  • Responsible for leading a group of Champions from across the business meet specific targets, as committed to in Capital One's 2023 ACA Public Report.
  • Documented and organized the work necessary to accomplish all 20 set targets.
  • Celebrated wins, as they occurred.
  • Addressed any barriers to success, as they were identified.

Enterprise Complaints Risk Review Program Lead

Capital One Bank (Canada Branch)
09.2020 - Current
  • Drafted and maintained procedural documents related to the regulatory risk review process.(as required by the enterprise complaints business standard) designed to ensure processes throughout the business are healthy and aware of the complaints related to risk.
  • Shared trends through regular monthly reporting to various stakeholders throughout the business.
  • Partnered with Compliance and Legal teams to ensure accurate interpretation and application of regulations were being followed by the business.
  • Cross-trained operations staff to conduct reviews when C-86 legislation resulted in significant volume increases requiring review.

Accessibility and Seniors Code Program Lead

Capital One Bank (Canada Branch)
07.2019 - Current
  • Established and managed Canada Accessibility Office (CAO) for customer-facing service agents to refer clients for accommodation in cases when processes or policies create disability-related barriers.
  • Drafted and maintained policy documents related to accessibility and seniors code public commitments.
  • Presented trends identified through regular monthly reporting to various stakeholders throughout the business.
  • Developed and delivered cross-training for operations staff to manage case work in the CAO, while maintaining oversight of the process.

Deputy Ombudsman

Capital One Bank (Canada Branch)
04.2009 - 07.2022
  • Served as Deputy Ombudsman until the effective date of C-86, which evolved the complaints handling landscape for banking.
  • Drafted and maintained procedural documents related to the Office of the Capital One Ombudsman.
  • Presented trends identified through regular monthly reporting to various stakeholders throughout the business.
  • Conducted detailed investigations, gathering essential evidence to reach fair conclusions and outcomes for the consumer and the business.
  • Built rapport and working relationship within the business and with the external Ombudsman agency as its primary point of contact.
  • Participated in ongoing professional development opportunities, staying current on industry best practices and emerging trends in financial services.
  • Cross-trained operations staff to conduct thorough investigations, draft substantive written responses to complaints, and report on findings.

FCAC Issues / Events Manager

Capital One Bank (Canada Branch)
08.2008 - 11.2016
  • Operational point of contact for the Financial Consumer Agency of Canada (FCAC).
  • Responsible for preparing and submitting self-reportable complaints information.
  • Documented and tracked progress against individual case files opened by the FCAC.
  • Worked with various areas of the business to address Compliance Orders and other corrective actions, as required.

Other Roles

Capital One Bank (Canada Branch)
08.2008 - Current
  • Public Reporting - Produced, vetted and worked to publish multiple public reports, including: Accessible Canada Act (ACA) Plan (2023-2026), ACA Plan Update (2024), Seniors Code Annual Reports, Annual Complaints Report (formerly the Ombudsman Report), etc.
  • Quarterly Complaints Reporting - Produced, vetted and submitted all quarterly complaints filings to the FCAC.
  • Privacy Operations - Responded to complaints, requests, and other inquiries from consumers on behalf of the Privacy Office.
  • Corporate Complaints Officer - Established and managed the bank's Tier 2 complaints procedures; trained and supervised operations staff to intake, review and respond to escalated complaints.

CapAbilities Business Resource Group Lead

Capital One Bank (Canada Branch)
01.2017 - Current
  • Lead of business resource group (BRG) for associates who are disabled, or are caregivers / allies of the disabled community.
  • Built partnerships in the community to support the bank's philanthropic goals and support the BRG imperatives.
  • Organized events meant to inspire, educate and engage with the broader associate population.
  • Partnered with other BRGs to encourage the concept of intersectionality.

Education

Bachelor of Arts - Social Sciences

University of Windsor
Windsor, ON
04-2004

Skills

  • Strong written and verbal communication
  • Aptitude for problem-solving
  • Proficient in regulatory compliance
  • Detailed researched and fact collector
  • Excel at conducting effective fact-gathering interviews
  • Effective client communication

Languages

English
Native or Bilingual
French
Limited Working

Awards

I am a current nominee for the bank's highest honour - The Circle of Excellence - for my work in improving digital accessibility across the business.

Timeline

ACA Public Commitments Program Lead

Capital One Bank (Canada Branch)
06.2023 - Current

Enterprise Complaints Risk Review Program Lead

Capital One Bank (Canada Branch)
09.2020 - Current

Accessibility and Seniors Code Program Lead

Capital One Bank (Canada Branch)
07.2019 - Current

CapAbilities Business Resource Group Lead

Capital One Bank (Canada Branch)
01.2017 - Current

Deputy Ombudsman

Capital One Bank (Canada Branch)
04.2009 - 07.2022

FCAC Issues / Events Manager

Capital One Bank (Canada Branch)
08.2008 - 11.2016

Other Roles

Capital One Bank (Canada Branch)
08.2008 - Current

Bachelor of Arts - Social Sciences

University of Windsor

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