Financial mis-selling paralegal, Joe, tells us about his daily routine working at CEL Solicitors – from checking through his task list to attending a CEL Culture Club meeting.
I joined the CEL family in February 2022 in the First Response Team, having done something similar at a claims management company for four years. I finished my LLB Law Degree in 2021 and was looking to join a progressive company where I would be able to make a difference and be inspired whilst at work. I now work as a Paralegal, mainly dealing with Car Finance Mis-selling Claims. I thoroughly enjoy working here at CEL Solicitors and I am very thankful for such a lively role.
I like to get into work a bit early, it gives me a chance to get a coffee and check through any emails that may have come through overnight and grab some breakfast (usually chocolate brioche). This allows me to give my full attention to new enquiries from the moment I start my working day.
I begin to work through my task list, the Car Finance Team have a high volume of cases at any given moment which means that there is always plenty to do. The tasks themselves vary in nature, which adds variety to the role and it is never the same day twice. We are allocated new claims every day, we then make contact with the relevant parties and ensure all of the data on the client’s file is accurate and up to date. In addition to the new claims, it is integral to closely monitor any that are already with the team and ensure that they are at the correct stage.
During each phase of the claim, it is important to keep clients updated regularly to signpost them along the process. This is a two way street and clients often have new queries along the way, engaging in dialogue allows us to offer a bespoke and personal service. Active communication is a colossal part of this role and it is what makes my job so dynamic!
I monitor my inbox throughout the day, prioritising anything that might be time sensitive. Once all of my emails are cleared, I focus on some of the trickier claims that require a bit more attention. Car Finance Mis-selling Claims have many variables, including interest rate, length of repayment term and transparency of commission. All of this must be considered when determining what is the best route for the client.
Here at CEL Solicitors, we are one big team, regardless of what department we are in. We all take interest in the success of the business, as well as our own performance. I use the quieter parts of the day to look at the target wallboards which reflect individual conversion statistics and operational growth. I also check the review platforms to see how we are doing.
Culture Club! No, not the band. Once a month there is a meeting with Jessica, the Managing Director of the firm, anyone is welcome and we are encouraged to speak freely. This is an excellent opportunity to state what we think is going well or put forward any suggestions that we feel could improve the client journey. Jess sometimes uses this time to find out what quirky new decorations we would like around the office!
Lunchtime! I sit down pretty much all day, so I like to go for a walk or a sunbed on my lunchbreak, as long as the weather is nice. I usually grab a meal deal on my way back to the office.
Back to my desk and continue to work through my task list. One of the most satisfying parts of the job is seeing that you are making progress in real time. The last part of the day is perfect for tying up any loose ends (e.g., clients who did not have all details to hand and their file has any missing data).
Today happens to be a Friday when the working day finishes slightly earlier. We open the bar at 15:30, I don’t drink so I am having a coke. We either have training or a team talk on a Friday afternoon, this week it is ‘snaps’, where we all choose a staff member or team and highlight their achievements for the week. This is a great time to reflect on the week and kick start the weekend.