Case Handler

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

Our Recoveries Services Group provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management structure allowing us to deliver consistently excellent service. Our structure ensures we can provide a full range of volume recoveries and litigation options, whilst ensuring that we have the expertise and experience to deal with complex and technical issues arising from volume recoveries.

The Mortgage Recoveries Team is a national team offering a service covering all aspects of residential mortgage recoveries, including:

• rehabilitation tools
• customer payment options
• litigation services
• a non-standard advice and dispute resolution capability
• sales of properties in possession
• distribution of surplus proceeds of sale
• shortfall collection

The team deal with FCA regulated mortgages, CCA regulated mortgages, as well as unregulated mortgages. This encompasses around 850 new mortgage possession instructions a month from banks, building societies and mortgage service providers. The team are regulation savvy and litigate mindful of the court rules and the latest industry guidance.

Our team of legal advisers are experts, able to provide regular updates on mortgage policy and market developments to ensure our clients are kept up to date. In addition, the team has extensive experience of working with customers who suffer from mental health issues and/or who are vulnerable adults. Following their work with the Money Advice Liaison Group and the Royal College of Psychiatrists, they are able to ensure that our clients always follow best practice.

Our Recoveries Team are seeking a Case Handler on a permanent basis. The successful candidate will work with a prestigious team who have won numerous awards including achieving Tier 1 rankings in the Legal 500 in 2016.

As a Case Handler, you will deal with consumer debt recovery cases and utilise commercial strategies to reach a satisfactory conclusion. You will be given the opportunity to be accountable for your own caseload. 

As a Case Handler, you will liaise extensively with debtors on the telephone in order to negotiate a settlement, or other suitable outcome, as well as updating clients on a regular basis. Significant attention is placed on managing the sensitive issues which are associated with recoveries of this nature, whilst also balancing the reputation of our financial services clients, thus you will be required to control and manage your workload effectively and efficiently.

In order to achieve this, you will utilise the case management systems and other processes, ensuring information is kept accurate and up-to-date. Furthermore, you’ll be accountable for your workload ensuring targets, KPIs and internal and client SLAs are met.

You will have knowledge of the litigation and debt recovery process that impact the team’s delivery of its service, which will better equip you to identify any potential issues within cases and refer these on accordingly. In addition, you will attend both internal and external meetings to assist in implementing changes to any relevant procedures.

The ideal candidate will have experience of dealing with a high volume of work and have excellent communication, mediation and negotiation skills. Furthermore, you will ideally have experience working in a law firm, financial services or professional services organisation. Previous litigation experience would be beneficial, but not essential as training will be provided.

Essential knowledge & competencies:

• Knowledge of the litigation and debt recovery process
• Excellent customer service expertise
• Confident and professional telephone manner
• Strong negotiation and mediation abilities
• Good written, numeracy and oral communication skills.
• Accuracy and attention to detail.
• IT literate including sound knowledge of Word, Excel and the internet.
• Ability to prioritise, be organised and efficient.
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance.
• Able to integrate within a team and able to work on your own initiative.

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.