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Jobing Description
Promotes the use of mediations, conciliations and/or arbitration services to resolve disputes and negotiations between consumers and businesses to bind both to specific terms and conditions by performing the following duties.
Duties/Responsibilities: Demonstrates understanding of organization's principles, methods, practices and theories.
Demonstrates understanding of reliability report content, advertising review process, consumer protection and dispute resolution (conciliation/facilitation process) as provided by the organization.
Promotes use of fact finding and advisory services to prevent disputes and to maintain sound relationships; analyzes information obtained, using knowledge of facts in issue and industry practices; protects sensitive and confidential information for conciliation, arbitration and settlement purposes.
Assists in arranging arbitration; oversees hearings to evaluate contentions of parties regarding disputed contract provisions; advises and counsels parties to solve problems; makes creative and appropriate suggestions for dispute resolutions and notifies consumers of available options when seeking resolution.
Urges expeditious settlement of negotiations to protect public interests, promote ethical behavior and prevent undue misrepresentation.
Interviews parties and clarifies problems to focus discussion on crucial points of disagreement.
Assists parties to compromise and settle deadlocked negotiations.
Issues reports of results and decisions reached or outcome of negotiations.
Processes incoming written correspondence, makes follow-up calls; provides additional information to businesses and consumers; closes complaints accurately and in a timely manner.
Assists walk-in clients; answers inquiry lines; provides member leads for sales department; performs other duties as required by supervisor as related to operations.
Provides back up assistance with the processing of new membership applications as necessary.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.
>Attendance/Punctuality - Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Skills / Requirements
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience - Bachelor's or Associate’s from accredited college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills - To perform this job successfully, an individual should have knowledge of Excel Spreadsheet software and Microsoft Office Word Processing software.
Certificates, Licenses, Registrations - None required.
Other Qualifications - Background in communications is a plus.
Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear.
Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Important Notes
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