Job Vacancies at Scorpion Legal Protection

Job Description

DETAILS OF THE VACANCY

• Job Title Field Marketing Quality Controller Location Johannesburg Salary Grade Controller Reporting to Field Sales Admin Manager Reporting staff None Type of Position Permanent Working hours Mondays to Fridays from 08h00 – 16h30
• Alternate Saturdays from 09h00 – 12h30

PURPOSE OF THE POSITION AND KEY RESPONSIBILITIES

• The purpose of this position is to provide a complete support function to the Field Marketing department, assisting with all administrative duties associated with the position.

Key Responsibilities include, but are not limited to the following:

• Field Marketing Complaints Handling:        Attend to and investigate all field marketing complaints, which includes engaging with clients, gathering feedback from the field team, and providing management with insights to aid decision -making.
• Oversee the refund process for all complaints by obtaining management authorization and finalizing the refund process for complainants.
• Compile comprehensive management handling and refunds.
• Issues of Notices of breach to ICs, inline with our control measures.
• Maintenance and training of Field Marketing Sales app on tablets        Ensure that all ICs are fully trained to successfully capture applications via the sales app
• Handle all admin related matters on the tablet such as new users access, transfer of users, login details and authentication, system downloads
• Recon monthly tablet stock and account for said movements with in the regions.
• Handling of all Field Marketing queries as it relates to tablet and sales app New Business Quality Checks        To quality assure all incoming field sales business submitted by sales teams from various branches to ensure the accuracy and completeness of the information.
• To liaise with clients for clarity and/or obtain any missing information to complete the joining membership process.
• To compile and maintain detailed records of all quality control activities, including any issues identified and action taken
• To assess the completion of all digital and paper applications as submitted by the Field Sales teams.
• To conduct a verification process of the new members telephonically.
• To conduct customer surveys as and when required.
• To attend to all exception reporting within set timelines.
• To attend to standard business checks via WhatsApp and or email.
• Compile relevant reports and other admin duties for the business. .

Job Requirements

MINIMUM REQUIREMENTS AND GENERAL WORKING CONDITIONS

Education

• Must have Matric (Grade 12); and
• Any other administrative diploma/certificate (advantageous)ExperiencePrevious experience in customer services environment (advantageous)
• Previous experience working in a field marketing (preferred).OtherMust be computer literate; specifically, MS Word, Excel and Outlook
• Intermediate typing (must).

General working conditions

• Regular office environment and no health and safety risks involved.
• No travel involved.

PRE-REQUISITE COMPETENCIES

• Knowledge CompetenciesProduct knowledge (advantageous)
• Skill Competencies
• Administrative skills
• Analytical thinking ability
• Attention to detail Computer literacy (basic)
• Time management skillsBehavioural Competencies 
• Customer service orientation Information seeking
• Stress tolerance

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Job Description

DETAILS OF THE VACANCY

• 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 from 08h00 – 16h30 (subject to operational requirements)
• Alternate Saturdays from 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 some of the management functions and members (clients) with legal advice and paralegal solutions to common problems, within the parameters set by the Company and the Scorpion Legal Protection Membership Agreement.  In addition, to support the department(s) in streamlining day to day legal quality controls and staff support.

Key Responsibilities include, but are not limited to the following:

• 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 & Implementation of the Legal Quality Service
• Charter Compliance with Best Practice Rules        
• Work with the Line Manager to monitor and ensure compliance with Best Practise Rules of the various departments and the Legal Call Centre practise 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 Attending to Customer complaints        
• Attending to complaints in accordance with the Complaints Handling
• Policy & Procedure, Pinnacle SLAs, and any other internal company
• policies such as Best Practices, EO Communications etc. Members / Claimants Interviews        
• Obtain objective feedback from members / Claimants on the quality of service delivery of the branch/dept. Training and Staff development        
• Assist Line Manager with recruitment and selection recruitment for the Department
• Assist  Line Manager with Biannual performance reviews
• Provide leadership and guidance to legal staff as and when required Departmental Optimization & Queue metrics        
• Ensure efficient servicing of members by ensuring Call Centre capacity is sufficiently optimized Monitor call activity and service levels and Wallboard (Queue metric
• Attend to staff scheduling and Roster compilation

Job Requirements

• MINIMUM REQUIREMENTS AND GENERAL WORKING CONDITIONS
• Must have Matric (Grade 12); and completed legal degree (LLB or B Proc, B Juris, BLC or B Com/BA Law)
• Experience Admitted attorneys – 2 years relevant/legal post article experience. (advantageous)
• Legal graduates (not admitted attorneys) - 4 years relevant/legal post-graduate experience.
• Have all round legal knowledge and experience in the following fields of law but not limited to, Property, Wills, Labour, Contracts, Divorce and Motor Vehicle matters
• Must have the ability to conduct presentations. 
• Other 
• Must be computer literate; specifically, proficient in MS Word, MS Excel and MS
• Outlook.  
• General working conditions Regular office environment and no health and safety risks involved.
• PRE-REQUISITE COMPETENCIES
• Knowledge Competencies 
• Professional knowledge  
• Product knowledge 

Skill 

• Competencies 
• Accuracy
• Excellent research skills.
• Conveying information
• Decision-making skills
• Goal setting ability

Listening skills

• Leadership
• Problem-solving ability
• Teamwork
• Verbal communication
• Written Communication

Behavioural Competencies

• Action orientation
• Computer systems orientation
• Concern for order
• Customer service orientation
• Decisiveness
• Information seeking
• Initiative
• Integrity
• Persistence
• Stress tolerance