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Client Services Risk Specialist
3 months ago
BENEFITS
Competitive Salary, Hybrid Working, 25 Days Holiday (Plus 8 Days Public Holiday), Option To Buy Or Sell Holiday, Life Assurance, Enhanced Maternity, Paternity & Adoption Pay, Free Conveyancing Legals, Discounted Gym Membership & Retail Discounts Plus Many More
THE JOB
The Client Services Risk Specialist will work directly with the Client Services Risk Analyst and report to the Client Services Risk Manager.
You will respond to Final Level complaints, liaise with the Legal Ombudsman in relation to their investigations, identify trends and recommend improvements to the business internally, ensuring the highest possible standards of service is provided to our clients.
WHAT YOU'LL BE DOING
- Ability to analyse and resolve complex complaints at final level complaints
- Triage and assess new incoming first level complaints
- Review decisions made at First level and ascertain whether further investigations are required or if the compensation level requires review
- Respond to complaints being investigated by the Legal Ombudsman and provide requisite evidence as stipulated in their investigations
- Challenge where required decisions made by the Legal Ombudsman investigate and appeal to the Ombudsman
- Where required assist the Client Services Risk Manager/Head of Regulatory Oversight with CLC escalated complaints, and/or complaints from third parties
- Exceptional listening and problems solving skills
- Investigating each complaint with due diligence and making a fair resolution
- Explaining decisions to clients so they understand the outcome
- Ability to treat each client as an individual
- Ability to mitigate complaints escalating to Legal Ombudsman
- Limit the risk exposure to the business through proactive ownership of complaints assigned to you
- Proactively engage with the conveyancing teams to provide the best possible responses to complaints
- Project work as required
- Take part in team meetings to share learning and improve processes
- Identify trending issues and proactively engage with the Clients Services Risk Manager/Head of Regulatory Oversight to highlight the same
- Maintain all relevant records and registers as required by the Clients Services Risk Manager/Head of Regulatory Oversight
- Successfully complete necessary training requirements tasks or actions necessary to achieve the duties and responsibilities for this role.
- Ad hoc duties assigned by the Clients Services Risk Manager/Head of Regulatory Oversight as and when required
OUR HIRING PROCESS:
- You've checked out our job ad
- If selected, you come meet our lovely team and we discuss the finer details
- In some cases, we might invite you for a second interview
- If successful, we make the offer and get the ball rolling
- Your friends come on over and you earn a sweet referral bonus for each one
REQUIREMENTS
Knowledge of conveyancing transactions.
- Knowledge of Visual Files
- Experience of working in a team environment
- Experience of dealing with clients
- Excellent communication skills (verbal and written)
- Strong interpersonal skills
- Excellent organisational skills
- Excellent IT / MS office skills (Word/Excel)
- Excellent analytical skills.
- Excellent letter writing skills.
- Excellent problem solving and research skills
- Highly organised able to work under pressure and to
- Selfmotivated, enthusiastic and committed
- A strong team player
- Demonstrates excellent accuracy and attention to detail.
- Proficient mathematical skills
- Results orientated
- Confident with a strong ability in decision making
- Ability to adapt quickly to a changing environment
OUR PEOPLE
ABOUT US
Simplify is the UK's leading conveyancing and property services business, comprising nine businesses which include some of the largest conveyancing law firms in the UK, two leading independent property services businesses as well as being the market-leading direct to consumer online conveyancer.
