Description
Paralegal - Fraud and Scams Department
Salary £26,600 - £31,400 (based on experience)
We are hiring experienced Paralegals to come and work in our Fraud and Scams Department!
Our Fraud and Scams department helps victims who have fallen victim to scams and lost money. We have recovered over £88million for clients who have lost money to fraud & scams.
Do you want to join one of the fastest growing law firms in the UK, with a vibrant office in Liverpool City Centre overlooking Liverpool’s liver birds and waterfront, where there is a culture of genuine care and dedication for our clients and colleagues?
CEL Solicitors is on a huge growth trajectory with a plan to be the UK’s number one consumer law firm that is renowned, nationally, for legal services and financial complaints.
Position Overview:
To obtain the successful recovery of compensation for our clients who have fallen victim to APP fraud or who have another valid regulatory complaint, meeting all relevant individual KPIs whilst ensuring effective personal leadership.
Paralegals play a pivotal role within CEL by embodying and advancing our core values.
About you:
1. Previous experience gained within a high-volume service delivery environment for e.g. Legal Firm, Contact Centre or Banking is preferred and ideally experience gained within the Financial Services or Legal and Banking Sectors, however we will consider candidates from other sectors/who can meet the criteria below:
2. Minimum 3 years working experience
3. Ability to work to tight deadlines and service level agreements
4. Ability to analyse and resolve complex complaints via telephone and email
5. Client centric who can put themselves in the client’s shoes, ensuring the appropriate resolution is delivered
6. Passionate for delivering outstanding levels of client satisfaction
7. Ability to achieve targets including telephony targets and complaints closure
8. Strong verbal and written communication abilities
9. Objection handling skills and confident in delivering difficult outcomes with ease
10. Exceptional written and verbal communication skills
11. Capacity to process information and tasks with precision and speed
12. Proficient in explaining, recommending, and persuading effectively
13. Competence in utilising Customer Relationship Management systems
Key Accountabilities
Responsibilities:
1. Manage client caseloads across telephone and email in line with the claim management process
2. Conduct a full root cause analysis review, with clients to obtain sufficient evidence to support the claim management process
3. Investigate potentially fraudulent companies and individuals, including scammers
4. Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities
5. Investigate vulnerabilities in financial systems and assess their impact on victims of scams
6. Produce a letter of claim on behalf of clients and liaising with Financial teams
7. Achieve team and individual targets including productivity and quality
8. Handle complaints filed with the Financial Ombudsman
9. Adhere to service level agreements both internal and external
10. Deliver outstanding levels of client satisfaction
Gratitude is one of our core values. To show appreciation for our team, we offer:
* Enhanced Sickness Entitlement
* Enhanced Maternity / Paternity Leave
* Death in Service from day one of employment
* Company Bar
* Paid Exam Leave
* Christmas Closure (on top of your annual leave allowance)
* Work from Home days
Role Type
Pay Rate
26600 GBP - 31400 GBP (Annum)
Company Overview
CEL Solicitors are experts in no win, no fee civil litigation claims. Everyone at CEL Solicitors is passionate about the law and will go above and beyond to exceed the needs of each client.
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