Paralegal

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., * Manage client caseloads across telephone and email in line with the claim management process

• Conduct a full root cause analysis review, with clients to obtain sufficient evidence to support the claim management process

• Investigate potentially fraudulent companies and individuals, including scammers

• Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities

• Investigate vulnerabilities in financial systems and assess their impact on victims of scams

• Produce a letter of claim on behalf of clients and liaising with Financial teams

• Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities

• Achieve team and individual targets including productivity and quality

• Handle complaints filed with the Financial Ombudsman

• Adhere to service level agreements both internal and external Deliver outstanding levels of client satisfaction

To all Recruitment Agencies:

At CEL Solicitors, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or CEL Solicitors employees. Be aware that CEL Solicitors will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.

Previous experience gained within a high-volume service delivery environment for e.g. Legal Firm or Contact Centre is preferred and ideally experience gained within the Financial Services or Legal Sectors, however we will consider candidates from other sectors/who can meet the criteria below:

• Minimum 3 years working experience

• Ability to work to tight deadlines and service level agreements

• Ability to analyse and resolve complex complaints via telephone and email

• Client centric who can put themselves in the client’s shoes, ensuring the propriate resolution is delivered

• Passionate for delivering outstanding levels of client satisfaction

• Ability to achieve targets including telephony targets and complaints closure

• Strong verbal and written communication abilities

• Objection handling skills and confident in delivering difficult outcomes with ease

• Exceptional written and verbal communication skills

• Capacity to process information and tasks with precision and speed

• Proficient in explaining, recommending, and persuading effectively

• Competence in utilising Customer Relationship Management systems