Purpose

To provide clients with professional telephonic advice and assistance. Must be able to advise policy-holders on general matters including civil, criminal and labour related matters in a call centre environment. May be required to work flexi hours and on certain Saturdays. All-rounder that is able to multitask within specified turn-around time, whilst maintaining professional written and telephonic communication. To deliver high level efficient world class service to clients.

Key Areas Of Responsibility

• Administration of claims according to prescribed procedures and understanding of legal procedure and practical aspects to advice clients.
• Obtaining full instructions and providing comprehensive advice.
• Provide telephonic legal advice and assistance to clients.
• Ensure that the legal advice given to the clients is both accurate and relevant.
• Keep accurate and up to date records of all communication (written and oral).
• Must be able to function in a call centre environment.
• Tasks turnaround time management, through outbound calls.
• Face to face consultations. WhatsApp client interaction.

Experience and Qualifications

• Matric qualification.
• Completed LLB degree (at least 2 years into LLB) qualification.
• Preferred minimum of 2 years legal experience with exposure to civil, criminal and labour matters.
• Experience in Legal expenses insurance industry is beneficial.

Core Competencies

• Responsible for ensuring that the company’s objectives are met, engage with clients, colleagues, third parties and management to ensure that key performance criteria are achieved.
• Be able to communicate effectively with clients and proactively manage clients’ expectations.
• Ability to give legal advice in civil, criminal or labour matters.
• Provide professional legal advice to clients in line with Clientele’s quality standards.
• Customer centric engagement with clients.
• Ability to perform legal research to assist clients and be able to assess prospects of success.
• Be able to draft professional communication to clients, third parties etc.
• Ability to multitask (taking calls, working on Tasks, Consultations and WhatsApp).
• Understanding the legal policy and application of the law.
• Good writing and communication skills.
• Basic computer skills.
• Ability to function in a high pressure environment.

Personal Characteristics

• Highly professional and honest individual.
• Good understanding of soft skills and ability to empathise with clients.
• Great knowledge of the law with the skill to research.
• Active listener with excellent verbal communication.

Special Requirements

• Ability to work in a highly pressured, fast paced environment.