Disputes Case Assessor

Job Title: Disputes Case Assessor

Reports to: Disputes Team Leader

Main Job Purpose: The job holder will deal with tenants and other interested parties in the event of a dispute over the return of the deposit at the end of the tenancy. This role will primarily involve assessing deposit disputes, ensuring the disputed amount is lodged with the Scheme, dealing & chasing rebuttals, the preparation of cases for adjudication and making certain that the Scheme Rules and Conditions of Deposit Disputes are adhered to at all times. Attempting early resolution and resolution by way of decision.

Contracted Hours: 8 to 6 Monday to Friday (40hours per week)

Key Duties & Responsibilities:

• Respond to all dispute calls and emails that have been passed through to the Disputes Department within laid down key performance indicators and the Scheme Rules
  
  
• Fully manage all relevant casework through the online or manual disputes systems

• Deal effectively with the laid down rebuttal chasing and debt recovery procedures

• Ensure effective management of the ARC process

• Proof reading of internal/external adjudications and requesting payments

• Liaising with Members and Tenants by telephone and email to attempt to achieve an early resolution to the dispute, default decision or proposed decision ensuring all KPIs and timescales are followed.

• Ensure that effective communication and business relationships are maintained with Members

• Ensure all Company procedures are followed and any areas of concern notified to the Disputes Team Leader or the Operations Manager

• Ensure that all Company security procedures, as detailed in the Personal Information Security Policy, are followed and any areas of concern are notified to the your Department Manager

Skills & Knowledge Required:

• Educated to a minimum level of GCSE or equivalent with at least an A -C pass in respect of English and Arithmetic

• Excellent customer service skills with an excellent telephone manner and the ability to communicate clearly and precisely

• Experience in the property sector especially the private rented sector is desirable, as well as a basic understanding of the insurance or financial services industry

• Excellent attention to detail ensuring that high standards of quality are consistently maintained

• Ability to work within a team environment and to co-operate with team members thereby building effective working relationships

• Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as required

• Drive and self determination with the ability to find and implement solutions to problems

• Ability to plan and organise making effective use of time and resources with the ability to meet deadlines