Resolutions Adviser

2 weeks ago

Melbourne, Victoria, Australia Flexhive Full time

Job Summary:

We are seeking a skilled Resolutions Adviser to join our team at Flexhive. As a key member of our team, you will be responsible for handling enquiries received by consumers and lawyers, and resolving consumer matter complaints.

Responsibilities:

  • Dealing with 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 our 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.

Key Selection Criteria:

  • Experience in a dispute or complaint management environment.
  • A well-developed understanding of how to interpret and apply legislation.
  • 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.

How to Apply:

Please apply online using the link below, forwarding a copy of your resume highlighting your resolutions/mediator experience, your regulatory and/or government experience, and your suitability for the role.

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