Bilingual Legal Resolution Specialist

WHAT YOU WILL DO

This position is responsible for the resolution of high profile, high impact customer cases involving various issues that are in a pre-litigation phase, or within legal proceedings such as arbitration or Small Claims Court. The individual will be required to deliver exceptional customer service to both internal and external customers and will be, in this regard, responsible for information gathering and analysis, case management, decision making, negotiation and preparing various documents articulating the company’s position(s). The individual is responsible for the preparation, monitoring, tracking of all files and for the strategy necessary to resolve such files. Importantly, the individual will be responsible for preparing cases for, and representing HACC at, Small Claims.

HOW WILL YOU MAKE AN IMPACT

WHAT YOU WILL BRING TO THE ROLE

•    Ensure customer cases are effectively and efficiently managed and maintained for accuracy and completion.
•    Employ strategic thinking to come to efficient and creative resolutions of customer cases.
•    Discreet and professional treatment of sensitive and high-profile customer cases.
•    Manage procedural and substantive matters in respect of small claims matters and coordinate National, Zone and Dealer participation, as required. 
•    Represent Hyundai Canada in court at the Small Claims Court, which involves, among other things, managing the case file, preparing witnesses (if applicable), preparing Hyundai Canada’s positions and attend court/arbitration on behalf of Hyundai Canada. 
•    Ensure the timely filing of all required small claims documents with the applicable provincial courts/arbitrator and notify internal stakeholders of milestones, where applicable. 
•    Ensure internal records and tracking tools are maintained up to date for effective management of the company’s cases. 
•    Prepare reports on small claims matters, pre-litigation cases and escalated concerns.
•Negotiate settlements and other arrangements with all applicable stakeholders.
•    Present department results and trends to Executive Team members.

OTHER DETAILS

• Completion of an undergraduate degree or an equivalent combination of experience and education
•  5+ years of relevant experience in same or similar function. 
•  Interpersonal savvy.
•  Negotiations skills and decision making.
•  Employ persuasive oral advocacy
• Knowledge of Customer Relations principles.
• Strong knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
•  Excellent verbal and written communication skills including active listening skills.
• Problem solving skills.
•  Bilingual (French & English)