Paralegal – Fraud and Scams Department
We are hiring experienced Paralegals to work in our Fraud and Scams Department. The department helps victims of scams and lost money, having recovered over £100 million for clients.
Position Overview
To secure 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
* Minimum 1 year paralegal experience
* Ability to work to tight deadlines and service level agreements
* Ability to analyse and resolve complex complaints via telephone and email
* Client centric and can put themselves in the client’s shoes, ensuring the appropriate resolution is delivered
* Passionate for delivering outstanding levels of client satisfaction
* Ability to achieve targets including telephony targets and complaint 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
Responsibilities
* 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 liaise with Financial teams
* 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
Compensation & Benefits
* Private Health Care
* Enhanced Sickness Entitlement
* Enhanced Maternity / Paternity Leave
* Death in Service from day one of employment
* Bike to Work
* Company Bar
* Paid Exam Leave
* Paid Company Parties
* Birthday Day Off
* 25 Days Annual Leave + Bank Holidays
* Christmas Closure (on top of your annual leave allowance)
* Early Finish Fridays
* Work from Home days
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