Consumer Dispute Resolution Specialist

16 hours ago

Melbourne, Victoria, Australia beBeeDispute Full time $60,000 - $65,000

This role is a fantastic opportunity for a dispute resolution professional to join our team in handling enquiries and resolving consumer matter complaints.

About the Role:
  • Handling second tier complaints and lawyer enquiries, particularly early closures and resolutions, liaising with relevant parties as required.
  • Liaising with complainants and lawyers to review available material and documentation, with a view to assessing and where possible, quickly resolving next tier complaints.
  • Attempting to resolve consumer matter complaints between consumers and lawyers using various alternative dispute resolution methods, including shuttle mediation, face to face discussions with parties, and corresponding with parties electronically and in writing.
  • Providing guidance, advice and conveying specialist concepts based on the organisation's policies, procedures, guidelines and relevant legislation.
  • Drafting and finalising settlement agreements as part of the complaints process where consumer complaints resolve by way of informal dispute resolution processes.
  • Preparing determinations, reports, recommendations and associated correspondence on complex issues, and maintaining appropriate records.
  • Referring complaints for investigation where informal dispute resolution fails and where warranted in consultation with the Assistant Manager, or where disciplinary issues are identified.
Requirements:
  • Experience in a dispute or complaint management environment.
  • A good understanding of the operation of legal practice and of the complaints provisions relating to the regulation of legal practitioners and legal practices in Victoria.
  • A high level of computer literacy, particularly with Microsoft Office.

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