Lead Paralegal

Posted 7 February by WilsonHCG-EMEA

This role does not require prior paralegal experience however, debt recovery work is essential and supervisory experience is desirable.

Main function of job:

To supervise and support paralegals in a Collections & Recoveries environment in accordance with the client service level agreement, our values & compliance policies and FCA’s Treating Customers Fairly outcomes. Act as a responsible representative of the Firm and contribute, wherever possible, to the success of the business through the ongoing development of client relationships.

Skills, Knowledge and Experience:

  • Intermediate level skills in IT, particularly Microsoft Excel and in undertaking administrative activity.

  • Excellent communication skills with a professional approach to clients/customers.

  • Ability to solve problems and queries effectively and pay attention to detail - regulated environment

  • Previous experience of working in a commercial environment.

  • Ability to prioritise and organise a busy workload

  • Experience of supervising work or leading small team is essential

  • Collections & Recoveries experience or previous supervisory work in a call centre/customer services focused environment would be beneficial

  • Industry experience from the Motor Finance sector would be beneficial.

Relationships:

a. Responsible to: Partner/Team Head

b. Liaison with: Employees at all levels within our firm and Clients

Main Duties:

  • To manage the effective actioning of volume Consumer Credit Act Collections & Recoveries matters providing strong supervision to junior team members, assistance in prioritising work, day to day support and sharing appropriate legal knowledge.

  • To work efficiently and utilise the Case Management System working to fee targets and balancing regulatory requirements and commerciality.

  • Understanding the call recording framework, monitoring calls and carrying our improver training

  • To fully understand the regulatory environment in which the team operates including relevant compliance policies and ensuring team adhere to these standards at all times.

  • To pick up the more complex legal work in the team and be a go to person for queries, standing in as deputy when the team leader is away from the office.

  • To ensure client care in all cases including:

    • behaving in a manner which makes consumers feel confident that fair treatment is central to the company culture;

    • identifying and targeting the needs of the consumer appropriatelyproviding the consumer with clear information and keeping them informed throughout the process;

    • Maintaining client confidentiality at all times.

  • To prioritise work efficiently and effectively to ensure client service level agreements and deadlines are met.

  • To enhance and develop the existing case management system to achieve more robust and efficient processes.

  • To support the Team Leader with case management enhancements, process developments, compilation of MI and ad-hoc projects.

  • Team administration, including but not limited to team rotas, holidays and any HR related matters.

  • Driving service excellence through continuous staff training and knowledge sharing sessions

  • To work with other team supervisors and team managers to promote high performance within the team, measure compliance, quality and customer/client outcomes.

  • To ensure that you comply with the procedures of the business as set out in any core materials, manuals and training materials.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

If you have not had a response to your application within 10 working days you have been unsuccessful.

Reference: 34416086

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