Consumer Dispute Resolution Specialist

5 days ago


Melbourne, Victoria, Australia Hudson Full time
About the Role

As a Consumer Dispute Resolution Specialist, you will be responsible for handling enquiries received by consumers and lawyers, resolving consumer matter complaints, and providing guidance and advice based on our organisation's policies, procedures, guidelines, and relevant legislation.

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, assessing and where possible, quickly resolving next-tier complaints.
  • Attempting to resolve consumer matter complaints between consumers and lawyers using alternative dispute resolution methods, including shuttle mediation, face-to-face discussions with parties, and corresponding electronically and in writing.
  • Providing specialist concepts, guidance, and advice 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 informally.
  • Preparing determinations, reports, recommendations, and associated correspondence on complex issues, maintaining appropriate records.
  • Referring complaints for investigation where informal dispute resolution fails and consultation with the Assistant Manager is warranted.
Requirements
  • Experience in a dispute or complaint management environment.
  • A well-developed understanding of legislation interpretation and application.
  • A good understanding of legal practice operation and complaints provisions relating to regulating legal practitioners and practices in Victoria.
  • A high level of computer literacy, particularly with Microsoft Office.
Qualifications and Benefits

Tertiary qualification in law is highly regarded but not essential. Mediator Accreditation is also highly regarded but not essential. The pay rate offered is inclusive of 25% casual loading. Anticipated hours per week are 38 (7.6 hours per day) for this contract.



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