The Paralegal will play a crucial role within the Customer Resolution Team, primarily responsible for reviewing decisions from the Financial Ombudsman Service (FOS) and drafting robust submissions in response defending the Bank’s position. The main focus of these submissions will be to critically evaluate the credibility of customer complaints and testimonies and articulate well-founded arguments to support the Bank's position. The role requires a meticulous approach to analyzing case details and presenting facts persuasively.
Key Responsibilities
* Review and analyse Ombudsman decisions from the Financial Ombudsman Service and identify key aspects that require response.
* Draft comprehensive and compelling submissions that critique the credibility of customer testimonies and present the Bank's perspective accurately and persuasively.
* Work closely with the Complaints Team to gather all necessary information and documentation related to each case.
* Coordinate with the Head of Litigation, other legal team members and external legal counsel to ensure alignment on case strategies and submissions.
* Support the Complaints Team on other ad hoc complex complaints issues which require a legal lens or input.
* Where required, manage some ad hoc, low value litigation claims for the Bank.
* Develop strong working relationships (and manage those relationships) with internal stakeholders in the Bank including, in particular, the Bank’s Head of Litigation, Head of Customer Resolution and the Complaints Team ensuring collaborative ways of working.
* Assist with managing external counsel when necessary, ensuring that they are briefed appropriately, and their work aligns with the Bank’s litigation strategies and following proper process to ensure sign off before committing any legal spend.
* Provide regular updates on any new points of principle and themes included in FOS decisions, as well as the status and outcomes of submissions to the Head of Litigation and Head of Customer Resolution.
The Person
* Paralegal certification or equivalent professional qualification. Qualified lawyers in the UK, as well as other common law legal jurisdictions (e.g. Australia, New Zealand), will also be considered.
* Experience in a contentious / disputes paralegal role, preferably within the financial services or banking sector.
* Extensive experience with civil litigation practices and procedures, court and FOS etc (including DISP) processes – particularly in relation to consumer claims and financial mis-selling (including s140A CCA unfair relationships claims).
* Strong analytical skills with the ability to critically evaluate information and present logical arguments.
* Experience in managing relationships with external legal counsel and other legal service providers.
* Ability to work independently and as part of a team, with strong organisational skills and attention to detail.
* In-house experience (permanent or secondment) in the financial services/banking sector is preferable.
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