Senior Dispute Resolution Specialist
20 hours ago
We are seeking a Senior Dispute Resolution Specialist to join our team at Flexhive. As a key member of our regulatory agency, you will be responsible for handling enquiries received by consumers and lawyers and resolving consumer matter complaints.
Key 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 finalizing 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.
- 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.
- A competitive salary of $62-$67 per hour plus Super dependent on experience.
- An assignment duration of up to 6 months with an immediate start.
- The opportunity to work from home or in our Melbourne CBD office.
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