Olivia Louise Armstrong

Working with a faced paced environment, the main responsibilities I undertook (but not limited to) whilst dealing with this role is:

• Analysing financial statements.
• Investigation of fraudulent companies/Scammers.
• Exploring whether any related industry codes/protocols have been broken.
• Investigating vulnerabilities and their impact upon the scam victims.
• Collating all relevant evidence to the scam.
• Gathering instructions from clients/victims via telephone/ email and face to face.
• Drafting financial complaint letters and letters of claim
• Corresponding with client's and the financial organisations.
• Dealing with high case load whilst also meeting company targets.
• Adhering to SRA regulations.
• Actively participated in team meetings to brainstorm on legal strategies.
• Organised client files, ensuring easy access to vital information.
• Adhering to company SLA.
• Maintained confidentiality of all sensitive information to uphold ethics standards.
• Conducted legal research to gather information for case strategy and argumentation.
• Built positive client relationships to increase satisfaction and retention.

Fee Earner - OIC.
Following my promotion from Legal Assistant to Fee earner, My responsibilities included (but not limited to):

• Managing RTA claims where liability has been admitted by the defendant.
• Negotiating settlements on behalf of the claimant.
• Collating evidence from the claimant in order to progress the claim efficiently.
• Analysing medical records where injury had occurred due to the accident.
• Corresponding with the third party insurers/solicitors, credit hire company and medical agency.
• Valuating personal Injury using the OIC tariff.
• Dealing with high case load, providing updates to clients and providing legal advice.
• Built positive client relationships to increase satisfaction and retention.
• Liaised professionally with external legal teams for smooth case management.

Legal Assistant - Court Fees.
My first role within Bond Turner Solicitors was to retrieve court fees paid on behalf of the client by the company. As such the responsibilities for the role included:

• Seeking recovery of court fees paid on behalf of the client ranging from £2,000.00 to £10,000.00
• Assessing whether the client met the relevant criteria for a fee remission.
• Completing the EX160 'Apply for help with fees' form based on the instructions of the client.
• Dealing with claims ranging from personal injury, Housing disrepair and professional/Clinical negligence.
• Obtaining a financial pack from the client and furthermore assessing such pack to ensure eligibility criteria was met.
• Corresponding with client's via email/letter/ telephone and face to face.
• Corresponding with the courts.
• Dealing with high case load whilst also meeting daily deadlines.
• Training and supporting new team members.
• Assisting with management activities.

Achieved certificate of completion of 15 week training course.

After completing the 15 week intense training course covering all vulnerabilities, financial difficulties and customer service I then progressed onto the specialist Support Team ("SST"). the responsibilities included:

• Maintaining high work load of 50 - 150 inbound calls/ 80 - 120 outbound calls. Also including emails, Letters and face to face appointments.
• Assisting with team management.
• Furthermore progressed onto coaching/monitoring new starters training.
• Providing support to vulnerable customers (i.e: Mental health, Medical illness, Homelessness, Ex offenders and high risk customers including terminally ill and suicidal customers.
• Providing the relevant external support to vulnerable customers.
• Analysing financial information where financial hardship has been established.
• Following FCA regulations.

• Criminal Law and the Courts - Pass Grade
• Civil Justice and Tort Law - Pass Grade

Currently studying:

• Contract Law
• Public Law
• Business and Employment Law
• Family Law

Certificates

• ABTA certification
• TravelUNI certification
• Child safeguarding certification
• FCDO certification
• Modern slavery certification
• Sustainability certification
• Demystifying accessibility certification

Certificates:

• QCF Level 1 - EmployabilityAward
• NVQ Level 1 - Hairdressing Award- Merit/Pass Grade
• NVQ Level 1 - Beauty TherapyAward - Merit Grade

Certificates:

• Level 2 ASDAN (Award Scheme Development and Accreditation Network)
• Award of personal effectiveness Achievement Award for subjects: English,French, Geography, Information Technology, Religious Education, Maths and Technology.