Senior Onboarding Advisor

2 weeks ago


Liverpool, United Kingdom LNH Rec LLP Full time

Our client, a highly regarded law firm based in the heart of Liverpool, are actively recruiting for a Senior advisor to join their new client onboarding team.

The primary purpose of the role is to review and validate new cases and suitability for funding and litigation, ensuring only the strongest of cases are accepted. You will answer incoming calls from prospective and existing clients, respond to enquiries, validate new claim prospects, and provide general information.

As a Senior Onboarding Advisor, you will be a member of the client onboarding team dealing with all aspects of the Onboarding Advisor job responsibilities to a more senior level whilst also supporting the team with their queries and problem solving. Those tasks are but not limited to, assisting clients in completing new claim enquiries, online, over the phone and from social media platforms. You will also be responsible for explaining the terms and conditions of the conditional fee agreement and any funding options, whilst displaying a professional company image throughout, via both voice and online interactions.

**Main Duties**
- Collecting and assessing accurate information and documents to proceed with a case
- Assessing the merits of a claim against a set criteria and analysing client credibility
- Taking ownership of client query’s and dealing appropriately to progress the claim
- Answer incoming calls and respond to client correspondence
- Upselling case benefits and that of the business, ensuring new claim conversions
- Document all call information according to standard operating procedures
- Follow up customer calls where necessary
- Maintaining good relationships internally and externally
- Adherence to SLAs and KPIs
- Liaise with multiple departments within Group to assist with claim progression
- Ensuring compliance with the SRA Code of Conduct 2011
- Adhering to legal requirements, industry regulations and customer quality standards set by the company
- Support Onboarding Advisors in your team with queries and support

**COMPETENCIES**
- Experienced Onboarding Advisor
- Excellent listening, verbal, and written communication skills
- Excellent communicator, able to see things from all points of view.
- Excellent timekeeping and attendance.
- Excellent telephone skills.
- Excellent data entry and typing skills
- Ability to work well within a team and participate in team activities
- Ability and desire to learn new systems
- Self-drive, results orientated who can critically assess own performance.
- Well-presented and business like.
- Proficient in the use in office products such as Word and Excel

**EXPERIENCE**
- Legal training and / or qualification desirable
- Understanding the principles of claims/legal industry is essential
- Previous experience in a support or supervisory role
- Knowledge of customer service practices and principles
- Engaging personality and tenacity essential.
- Knowledge of litigation funding, insurance/legal claims the financial service industry is desirable.
- Use of claims management and contact centre dialler systems desirable

**Salary**: £22,000.00-£23,000.00 per year

Schedule:

- Monday to Friday

Work Location: One location


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