Senior Legal Counsellor

4 weeks ago

Johannesburg, South Africa Aim Legal Expenses Insurance Services Ltd Full time

Join AIM Legal Expenses Insurance Services Ltd as a Senior Legal Counsellor and contribute to providing top-quality legal support to clients. Job Title: Senior Legal Counsellor (2 positions) Location: Legal Call Centre, Johannesburg, Gauteng, South Africa Salary Grade: Senior Legal Counsellor Grade One Reporting to: Branch Manager Employment Type: Permanent, Full-time Working Hours: Monday–Friday 08:30 – 17:30 (subject to operational requirements); Alternate Saturdays 09:00 – 12:30 (subject to operational requirements) Senior-Level Status: Mid-Senior Industry: Insurance Job Function: Legal Purpose of the Position: The purpose of this position is to assist the Branch / Departmental Manager with management functions, provide legal advice and paralegal solutions to clients, support department streamline day-to-day legal quality controls, and staff support. Responsibilities Audit and assess case files. Ensure quality of service for paralegal claims, including assessment and conducting quality checks on at least 7 claims per day. Provide coaching and feedback to LC's / ALA's. Ensure referred claims are assigned to appropriate departments within 48 hours. Facilitate claim referrals and authorisations time-wise. Attend to case and diary management. Assist Line Manager with staff compliance to SLA, quality service charter, and best-practice rules. Provide legal advice and telephonic assistance to members. Assist with call intake and telephonic consultations. Attend to customer complaints in accordance with complaints handling policy, SOPs, and internal company policies. Conduct member / claimants interviews to obtain feedback on service quality. Assist Line Manager with recruitment, selection, performance reviews, training, and staff development. Provide leadership and guidance to legal staff. Ensure efficient call centre capacity, monitor call activity, service levels and queue metrics. Attend to staff scheduling and roster compilation. Other Requirements Assist Line Manager with other duties as required. Qualifications Relevant legal qualification and experience in insurance or legal services. Strong knowledge of legal and regulatory frameworks. Experience in paralegal support, case management, and quality assurance. Excellent communication skills and ability to work in a call centre environment. Demonstrated ability to coach and mentor staff. #J-18808-Ljbffr

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