Senior Legal Counsellor

4 weeks ago

Johannesburg, South Africa Aimlegalexpenses Full time

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 08h00 – 16h30 (subject to operational requirements); Alternate Saturdays 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 the management functions and to provide legal advice and paralegal solutions to members (clients) within the parameters set by the Company and the Scorpion Legal Protection Membership Agreement. Additionally, the role supports the department(s) in streamlining day‑to‑day legal quality controls and staff support. Responsibilities 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. Ensure 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, and Implementation of the Legal Quality Service Charter; compliance with Best Practice Rules. Work with the Line Manager to monitor and ensure compliance with Best Practice Rules of various departments and Legal Call Centre practice 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; attend to customer complaints. Attending to complaints in accordance with the Complaints Handling Policy & Procedure. Members / Claimants Interviews and training: Obtain objective feedback from members/claimants on the quality of service delivery. Training and staff development. Assist Line Manager with recruitment and selection, and biannual performance reviews. Provide leadership and guidance to legal staff as and when required. QueueMetrics management: Ensure efficient servicing of members by optimizing call centre capacity. Monitor call activity and service levels via QueueMetrics. Attend to staff scheduling and roster compilation. Seniority level : Mid‑Senior level Employment type : Full‑time Job function : Legal | Industries : Insurance Legal Call Centre – Senior Legal Counsellor positions are part of an ongoing recruitment effort. We do not provide final status or closure notices; applications are evaluated on a rolling basis. #J-18808-Ljbffr

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