Customer Dispute Resolution Specialist
3 days ago
This is a unique opportunity to join our team as an Escalations Officer. The successful candidate will play a vital role in evaluating and responding to consumer complaints and other types of input received from consumers.
In this position, you will be part of a team who identifies and responds to issues in the marketplace and determines the initial response to consumers. You will also have the responsibility of providing dispute assistance in response to complaints where there is a likely breach of legislation administered by CAV or a failure to comply with legal obligations.
Key Responsibilities- Evaluate and respond to complaints and contacts received by Consumer Affairs Victoria in accordance with the relevant legislation and case management guidelines.
- Increase accessibility to CAV's Front Line Compliance & Resolution (FLCR) service to deliver an efficient and effective resolution of complaints.
- Liaise across CAV to action compliance issues and share intelligence in line with the Escalations Framework and connect to a wide range of other Agencies when appropriate.
To be considered for the role, you must be able to demonstrate:
- Theoretical knowledge of CAV's Regulatory approach and Compliance Policy.
- Experience or sound knowledge of CAV's legislative enforcement activities, including a working knowledge of CAV's Escalation Framework.
- Sound knowledge of the legislation and policies administered by CAV.
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