Legal Assistant Call Handler
About Eversheds Sutherland: Eversheds is one of the largest full service law firms in the world, recognised by The Lawyer magazine as part of the "Litigation Elite". Eversheds acts for the public and private sector with offices across the UK, Europe, Middle East, Africa and Asia providing legal advice to clients across its company commercial, human resources, legal systems, litigation and dispute management and real estate practices. Eversheds has over 130 dedicated lawyers worldwide providing dispute management, ADR and contentious regulatory advice. Our people act for major clients including domestic and international banks, insurers, hedge funds, private banks, fund managers, brokers and proprietary traders. We rigorously project manage disputes through our award winning RAPID resolution approach, helping us to provide a seamless cross border service and cost certainty. Key responsibilities: Our Litigation and dispute management team involves working with UK's top financial institutions and insurers. Our client base includes leading banks, building societies, insurance companies, self-insured organisations in private and public sectors, insurance brokers and major plcs. We are looking for a Legal Assistant to work in the Mortgage Enforcement team. The Legal Assistant will be reporting into the Section Manager and the successful candidate will engage with customers and/or their representatives during the mortgage litigation process with the aim of providing affordable and sustainable solutions to mortgage arrears. Their other responsibilities include: • Engaging with customers who are experiencing difficulties in making their mortgage repayments on behalf of clients who have commenced litigation action • Negotiating arrears solutions ensuring customers individual needs are taken into account but that also comply to clients mandates. • Accurately collecting information from customers by using appropriate probing techniques, to understand the true financial position. • Accurately recording the call outcome on both client and firm systems. • Comply with internal and client specific call handling procedures and mandates and the regulatory principles of Treating Customers Fairly (TCF) Skills and experience: • Experience in a customer service role with call handling experience is essential. • Previous experience working in a financial services organisation would be advantageous. • Ability to deliver high levels of customer service and an ability to empathise with customer needs. • Ability to interpret policy/mandates to meet individual customer circumstances. • Excellent communicator and negotiator. • An understanding of TCF and FCA regulations. • Strong attention to detail. • Ability to work independently Key competencies: You must be able to work effectively under pressure in order to meet deadlines, have excellent organisational skills and good attention to detail. Professional communication skills are prerequisite. We're a modern, progressive law firm. We think differently and we've built a culture where individual skills and personalities can shine through. At Eversheds, we believe that innovation comes from having an inclusive culture of genuine equality and diversity and we're happy to help with any reasonable adjustments you may require in the recruitment process, or once in post.