Dispute Specialist
- Full-time, permanent position
- Hybrid working environment, easily accessible downtown Toronto location
- Competitive salary package with benefits package that includes DB Pension Plan and Health Care Expense Account
We’re Raise, and we’ve joined forces with our client Accerta, who are looking to hire a full-time Dispute Specialist.
This is a full time permanent hybrid role that will be reporting to the Manager Complaints & Disputes.
In this position you will play a vital role in resolving the concerns raised by clients and act as the first point of contact within the internal dispute resolution process to ensure questions and concerns are adequately addressed within established service standards.
The successful candidate will liaise with AccessOAP consortium teams and designated legal teams to ensure that all the necessary steps were followed throughout the dispute process. This includes coordinating efforts, sharing information and confirming that all parties are aligned with the process to achieve effective dispute closures. This role requires strong analytical skills, effective communication and the ability to maintain and adhere to the established process while minimizing risks, ensuring consistency and accuracy.
You will work with the partner organizations to understand what steps have been taken so far to resolve any concerns, such as what information has been provided to date, and which staff members were interacted with. To succeed in this role you need to have a background in social work, a calm demeanour, outstanding verbal and written communications and ideally possess excellent customer service skills.
Primary Accountabilities:
• Conduct DoN dispute intakes with primary caregivers and/or independent
• Collaborate with primary caregivers and/or independent youth to gather relevant complaint information
• Implement effective strategies ensuring alignment of the dispute process
• Communicate clearly and effectively with primary caregivers and/or independent youth following program guidelines and operational procedures across all interactions
• Flag exceptional serious, sensitive, or systemic complaints to management’s attention
• Maintain comprehensive and details records within a complaint management system as per organizational and program processes
• Open, close, and maintain cases within the CMS, and other systems as required
• Conduct case analysis, closure calls and draft closures letters as required
• Provide feedback and insight to management regarding trends, recurring issues and potential improvements
• Other duties as assigned
Qualifications and Experience:
• Paralegal diploma required
• Additional college diploma, bachelor’s degree or equivalent combination of relevant experience an asset
• Experience in dispute resolution processes strongly preferred
• Strong organizational skills and attention to detail
• Ability to work independently as well as collaboratively in a team environment
• Strong analytical and problem-solving skills with the ability to think critically under pressure
• Excellent verbal and written communication skills with a focus on diplomacy and tact.
• Proficiency in Word, Excell, PowerPoint and SharePoint
• A condition of employment is that you must clear a Vulnerable Sector Search.
Looking for Meaningful Work? We can help.
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
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