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Senior Legal Counsellor
Legal Expenses Insurance South Africa Limited (Leza / Scorpion)Johannesburg, Gauteng, South Africa7 days ago
Job descriptionEnsure that referred claims and / or other claims from the Legal Call Centre are assigned to the relevant Departments within 48 hours Facilitate claim referrals and authorisations timeously Attend to Case and Diary Management for Legal Counsellors and Legal Assistant. Assist Line Manager by ensuring staff compliance with Pinnacle SLAs, LCC SLA’s ,Service quality & Implementation of the Legal Quality Service Work with the Line Manager to monitor and ensure compliance with Best Practise Rules of the various departments and the Legal Call Centre practise rules Provide Legal advice and telephonic assistance to members Assist with call intake and telephonic consultation with members as and when required based on operational requirements Assist Line Manager with other duties as required Attending to Customer complaints Attending to complaints in accordance with the Complaints Handling Policy & Procedure, Pinnacle SLAs, and any other internal company policies such as Best Practices, EO Communications etc. Members / Claimants Interviews Obtain objective feedback from members / Claimants on the quality of service delivery of the branch / dept. Training and Staff development Assist Line Manager with recruitment and selection recruitment for the Department Assist Line Manager with Biannual performance reviewsProvide leadership and guidance to legal staff as and when required Departmental Optimization & Ensure efficient servicing of members by ensuring Call Centre capacity is sufficiently optimized Monitor call activity and service levels and Wallboard (Queuemetrics) Attend to staff scheduling and Roster compilation
DETAILS OF THE VACANCY
Job Title Senior Legal Counsellor x 2 Location Legal Call Centre Salary Grade Senior Legal Counsellor Grade One (1) Reporting to Branch Manager Reporting staff None Type of Position Permanent Working hours Mondays to Fridays from 08h00 – 16h30 ( subject to operational requirements)
Alternate Saturdays from 09h00 – 12h30 ( subject to operational requirements)
PURPOSE OF THE POSITION AND KEY RESPONSIBILITIES
The purpose of this position is to assist the Branch / Departmental Manager with some of the management functions and members (clients) with legal advice and paralegal solutions to common problems, within the parameters set by the Company and the Scorpion Legal Protection Membership Agreement. In addition, to support the department(s) in streamlining day to day legal quality controls and staff support.
Key Responsibilities include, but are not limited to the following :
Auditing and assessment of case files.
- Assessment of paralegal claims ensuring quality of service to members
- Conduct quality checks on at least 7 claims per day, providing feedback and
coaching to LC’s / ALA’s.
Charter Compliance with Best Practice Rules
Queuemetrics
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Counsellor • Johannesburg, Gauteng, South Africa
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