Consumer Services Officer

**What is the Role?**

We are looking for a **Consumer Services Officer (CSO)** to join our team for a 6-month contract.

The **Consumer Services Officer (CSO)**will work as part of an integrated team to ensure consumer protection and public confidence in the provincial motor vehicle sales industry.

The CSO will actively support the VSA’s mandate in consumer protection by acting as the VSA’s key point of contact with consumers and providing:

- information and assistance with public enquiries to the VSA,
- assistance with voluntary and impartial informal resolution of disputes,
- case management for formal consumer and industry complaints to the VSA, and
- case management for claims against the Motor Dealer Customer Compensation Fund.

If you have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety - then come be a part of our team

**What You'll Do**:
The key accountabilities and deliverables of the CSO include:

- Responds to public enquiries to the VSA and provides information and assistance.
- Provides effective case management for consumer and industry complaints to the VSA including:

- Assessing complaint issues for VSA’s jurisdiction and making recommendations for appropriate VSA’s means of dispute resolution, including use of the online self-help tool for public, _My Self-Help_, and online dispute resolution platform, _Connector_, or referral to other organizations.
- Determining if assistance with dispute resolution between the parties is an option and if so, impartially encouraging informal party-to-party negotiations.
- Disclosing complaints to respondents, reviewing and disclosing respondents’ responses to complainants.
- In consultation with the Manager of Consumer Services, closing resolved complaints and complaints that are outside of the VSA’s jurisdiction.
- Referring unresolved complaints to the Manager of Investigations.
- In consultation with the Manager of Consumer Services, making 3rd party mediation arrangements as required.
- Notifying the Manager of Consumer Services about serious compliance issues.
- Provides effective case management for claims against the Motor Dealer Customer Compensation Fund including:

- Conducting additional data gathering.
- Circulating claim documents to the parties and acting as a key point for contact for the parties for information about their claims.
- Collaborating with Licensing, Investigations and Finance department and obtaining relevant claim documents.
- Preparing claim files for adjudicators.
- Manages a significant caseload adhering to established timelines and service standards.
- Maintains accurate and timely records of enquiries, complaints and claims in the VSA’s internal online database.
- Collaborates with the Communications, Learning and Development departments in the development and implementation of initiatives aimed at building public confidence in the motor dealer industry in BC by engaging and educating industry and consumers.
- Any other duties as assigned by the Manager of Consumer Services.

**Is this a Good Fit for You?**
- Pass a criminal record check,
- Be willing to sign a confidentiality agreement and adhere to BC privacy legislation.

**Your Experience and Educational Background**

**Required**:

- A relevant diploma or certificate in a related discipline such as criminology, political science, social or legal studies, or a relevant discipline
- A minimum of one-year relevant experience in a related field such as consumer protection, dispute resolution, case management, regulatory environment, or motor dealer industry

**Preferred**:

- University degree in a related discipline such as criminology, political science, social or legal studies, or a relevant discipline
- Experience in providing public services in a regulated environment
- Understanding of administrative fairness and natural justice
- Experience in case management and dispute resolution such as facilitation, negotiation, mediation
- Knowledge of the _Motor Dealer Act_ and regulations, and the _Business Practices and Consumer Protection Act_
- Knowledge of or experience in the motor dealer industry
- A combination of relevant education and experience will be considered._

**You Possess the Following Competencies**
- Ability to gather information using active listening and interviewing skills
- Ability to handle large volumes of complex information and identify and summarize relevant facts
- Ability to effectively manage significant caseload and multiple deadlines
- Ability to create and maintain accurate records
- Ability to work independently or as a member of a team
- Ability to calmly diffuse situations with unreasonable conduct in a professional manner
- Ability to communicate clearly, concisely and professionally in writing and orally
- Excellent interpersonal skills
- Strong problem-solving, dispute resolution and negotiating skills
- Proficiency with MS Offic