POSITION DESCRIPTION - Financial Ombudsman Service

POSITION DESCRIPTION
POSITION DETAILS
POSITION TITLE:
Conciliator
POSITION STRATEGIC PURPOSE:
The main purpose of this role is to conduct conciliation conferences and
facilitate negotiations to resolve disputes between Financial Service
Providers (FSPs) and Applicants.
KEY ACCOUNTABILITIES:
Dispute Registration
Dispute Processing
Service Delivery
Dispute Management
Dispute Investigation and Decisions
Conciliation
Systemic Issues Identification
Quality Assurance
Other Duties
MODE OF EMPLOYMENT:
Fixed-term
TIME FRACTION:
Full-time
CLASSIFICATION/LEVEL:
DEPARTMENT/ADMIN UNIT:
Investigation and Resolution Group
Position Title
SUPERVISOR:
POSITION TITLES THAT REPORT
TO THIS POSITION:
IMPACT SCOPE:
Position Title
Nil
No. of Direct Reports
Budget
INTERNAL RELATIONSHIPS:
Senior Leadership Group
Decision Makers
Management
FOS Staff
EXTERNAL RELATIONSHIPS:
Applicants
Financial Service Providers
General Public
Updated 08.01.2015
Nil
Nil
KEY ACCOUNTABILITIES
Describe the outputs (what and how achieved)
DISPUTE REGISTRATION
1.
Obtain a sound understanding of disputes and record issues
and outcomes sought.
2.
Enter applicable information about disputes, Applicants and
issues into the case management system.
Describe the outputs (what and how achieved)
DISPUTE PROCESSING
3.
Perform conciliations or negotiations on unresolved disputes
or where appropriate, prepare draft Determination.
4.
Conduct conciliations and process dispute in accordance with
the agreed FOS dispute resolution procedure including
adopting an evaluative approach.
Describe the outputs (what and how achieved)
5.
SERVICE DELIVERY
6.
Communicate with FSPs and Applicants clearly, respectfully
and accurately.
8.
Provide appropriate and accurate information about FOS, our
TOR, FOS approaches and the dispute resolution process to
Applicants and FSPs.
Describe the outputs (what and how achieved)
10.
DISPUTE MANAGEMENT
Review and consider disputes lodged with FOS.
12.
Following an investigation, analyse and consider which
dispute resolution method, such as negotiation, conciliation or
decision may be appropriate.
13.
Where appropriate, facilitate negotiation between the parties
to the dispute or conduct a Telephone Conciliation
Conference in order to resolve the dispute.
14.
Ensure that FSPs, Applicants and stakeholders understand
the relevant FOS process, alternatives for resolution and
reasons for outcomes.
15.
Where dispute does not resolve in conciliation, record details
arising in the conference including any new information,
offers, issues covered, and any other relevant information.
Describe the outputs (what and how achieved)
17.
DISPUTE INVESTIGATION
AND DECISIONS
18.
19.
20.
21.
Updated 08.01.2015
%
%
Resolve disputes in accordance with FOS Terms of
Reference (TOR) and the FOS dispute resolution process.
Analyse disputes to determine the key issues and remedies
and assess whether sufficient information has been provided
to fully understand the dispute.
11.
16.
%
Give advice on our Terms of Reference (TOR) and provide
information on FOS policies, procedures and approach
documents.
Handle general calls and queries.
7.
9.
%
Investigate, assess or resolve disputes through negotiation
and conciliation.
Review, interpret and assess dispute documentation
including responses from parties to a dispute and other
financial documents such as policies, statements, contracts,
financial plans and product disclosure statements.
Present a merits view and/or draft Determination and all
correspondence to parties in a form that is clear, concise,
comprehensive, reasoned, logical, balanced and objective.
Apply a sound understanding of the FOS dispute resolution
criteria including relevant legal principles, applicable industry
codes or guidance, good industry practice and previous FOS
decisions.
Work within agreed FOS processes including escalation of
complex or unusual matters for advice where appropriate.
Apply principles of fairness in all the circumstances when
reaching a decision or handling a dispute.
%
Describe the outputs (what and how achieved)
22.
Schedule, prepare for and conduct timely and effective
conciliations and negotiations on applicable disputes, in a
manner consistent with the FOS approach to conciliations
and negotiations.
23.
Identify themes or trends in conciliations conducted and
propose strategies to improve early resolution.
24.
Work with relevant Manager and FOS Staff to improve
understanding and awareness of conciliation processes.
CONCILIATION
Describe the outputs (what and how achieved)
SYSTEMIC ISSUES
IDENTIFICATION
25.
26.
28.
29.
OTHER DUTIES
30.
31.
Updated 08.01.2015
%
Assisting with the quality control and assurance for less
experienced staff.
Describe the outputs (what and how achieved)
27.
%
Identify and escalate possible systemic issues or serious
misconduct to the Systemic Issues Manager, Systemic
Issues Team and/or the Ombudsmen.
Describe the outputs (what and how achieved)
QUALITY ASSURANCE
%
Meet performance measures for timely resolution of disputes
by any of the methods described above or as agreed with by
your Manager.
Work with the relevant Managers, Ombudsmen and FOS
staff generally to continuously improve service delivery
processes and ensure consistency of approach, transparency
and effectiveness of outcomes.
Work actively and cooperatively with Managers and FOS staff
generally to improve understanding and awareness of FOS
processes, including delivering internal and external
presentations as required and drafting articles or contributing
to other awareness raising activities.
With the support of relevant Managers, manage own
professional development, including knowledge of financial
services products, conciliation practice and process and
relevant law/industry practice.
Demonstrate FOS values and “Our Ways of Working” in
professional interactions with other staff, representatives of
Financial Services Providers, Applicants and members of the
community and other stakeholders generally.
32.
Develop constructive and cooperative working relationships
with others and maintain them over time.
33.
Collaborate with other members of the team to continuously
improve service delivery and effectiveness of outcomes.
34.
Understand and operate in compliance with all applicable
company policies, procedures, systems, approach and
guidance documents, legislation and FOS guidelines.
35.
Perform other duties or functions that could reasonably be
expected of this role.
%
POSITION REQUIREMENTS
Essential Requirements/Key Selection Criteria
1.
Relevant tertiary qualifications and/or a minimum two years’ experience
conducting conciliations or working in a dispute resolution role.
2.
Demonstrated competence in analysing and investigating issues, and
developing and negotiating solutions.
3.
Excellent oral and written communication skills, including ability to
communicate complex legal and/or financial concepts in plain English.
4.
5.
Sound knowledge of financial services and products, or demonstrated
ability to gain such knowledge.
Strong problem solving and decision-making skills, with a demonstrated
commitment to effective alternative dispute resolution and the provision
of high level service.
6.
Strong attention to detail, ability to prioritise work and meet deadlines.
7.
Ability to effectively manage workload and meet Key Performance
Indicators and other targets set by the team manager from time to time.
8.
Strong computer skills in the use of the Microsoft Office suite.
9.
10.
Self-motivated with ability to work both autonomously and as part of a
team.
Demonstrated ability to learn quickly and work with adaptability and
maturity.
AUTHORISATION
Approved by
Signature
Date
Employee
Signature
Date
Updated 08.01.2015