Consumer Dispute Resolution Specialist

MetroWest Mediation Services

Consumer Dispute Resolution Specialist

Qualifications

• This position would be ideal for candidates interested in customer service, dispute resolution, law or public policy
• Keep an accurate record of your hours and sign in/out for each time period worked
• Follow through with scheduled hours and give advance notice if you must be absent
• Follow all MetroWest Confidentiality and Security Protocol policies and AGO requirements
• Dress in appropriate office attire and be punctual
• Positive attitude – curious and nonjudgmental with a willingness to learn
• Job Type: Part-time
• Natick, MA 01760 (Required)

Benefits

• Pay: $25.00 per hour
• Expected hours: 10 – 16 per week
• 401(k)
• 401(k) matching
• Health savings account
• Paid time off
• Professional development assistance

Responsibilities

• Flexible morning and early afternoon hours are a perfect fit for those with afternoon commitments
• We also provide consumer protection information and resources to enrich the community
• Consumer Specialists are responsible for a caseload of consumer complaints received from the Attorney General’s Office, typically between 5-20 cases at any given time
• Conduct consumer assistance and dispute resolution services on the telephone to resolve individual consumer complaints
• Monitoring/Responding to correspondences sent from either consumer or business, including any other agencies involved
• Keep detailed case notes immediately and contemporaneously as each case progresses
• Provide consumer information, resources, education and assistance to the public, referrals to legal aid resources and or governmental agencies
• Update the OnBase database of assigned cases daily
• Check for newly assigned cases every work day
• Research business background and applicable local, state and federal laws for each case
• Additional tasks as needed
• Ensure timely follow-up to all inquiries and meetings

Job description

Candidate Profile:

This position would be ideal for candidates interested in customer service, dispute resolution, law or public policy. Flexible morning and early afternoon hours are a perfect fit for those with afternoon commitments. We are seeking long term team members to join a great staff and office environment.

Position and Summary:

The MetroWest Mediation Services Local Consumer Program (LCP) is a program designed to effectively resolve consumer complaints with businesses. We are a part of a state-wide network of LCPs who work in cooperation with the Massachusetts Attorney General’s Office. We provide free and voluntary resolution services on behalf of consumers when they have a dispute or problem with a business. We also provide consumer protection information and resources to enrich the community.

Key Responsibilities and Duties:
• Consumer Specialists are responsible for a caseload of consumer complaints received from the Attorney General’s Office, typically between 5-20 cases at any given time.
• Conduct consumer assistance and dispute resolution services on the telephone to resolve individual consumer complaints
• Monitoring/Responding to correspondences sent from either consumer or business, including any other agencies involved.
• Keep detailed case notes immediately and contemporaneously as each case progresses.
• Provide consumer information, resources, education and assistance to the public, referrals to legal aid resources and or governmental agencies.
• Update the OnBase database of assigned cases daily
• Check for newly assigned cases every work day
• Research business background and applicable local, state and federal laws for each case
• Additional tasks as needed

Required Qualifications:
• Keep an accurate record of your hours and sign in/out for each time period worked
• Follow through with scheduled hours and give advance notice if you must be absent
• Follow all MetroWest Confidentiality and Security Protocol policies and AGO requirements
• Ensure timely follow-up to all inquiries and meetings
• Dress in appropriate office attire and be punctual
• Positive attitude – curious and nonjudgmental with a willingness to learn

Job Type: Part-time

Pay: $25.00 per hour

Expected hours: 10 – 16 per week

Benefits:
• 401(k)
• 401(k) matching
• Health savings account
• Paid time off
• Professional development assistance

Application Question(s):
• Why do you think you're a good fit for this job?

Ability to Commute:
• Natick, MA 01760 (Required)

Work Location: Hybrid remote in Natick, MA 01760