Client Experience Advocate – Personal Injury

Ferraro Law; Miami (FL); Sur place; USD 38 000 - 55 000; Plein temps

Résumé du poste

Ferraro Law Firm, P.A. in Miami seeks a proactive Customer Service Representative to be a key contact for clients throughout their cases.

The role requires handling questions, coordinating with internal departments, and guiding matters to resolution with compassion and professionalism. You will own client concerns, document interactions in the case management system, and support the Claims Department with timely updates.

Qualifications

• 2+ years in customer service or similar professional experience.
• Experience in a personal injury law firm or claims department is preferred.
• Excellent verbal and written communication.
• Ability to document interactions accurately and confidentially.
• Comfortable working in a fast-paced environment.
• Spanish language proficiency is highly preferred.

Responsabilités

• Serve as a primary point of contact for existing clients regarding general case-related questions and concerns.
• Respond professionally and compassionately to incoming client calls, emails, and other communications.
• Assist clients with matters related to the Claims Department, including obtaining updates, identifying outstanding issues, and coordinating follow-up with the appropriate team members.
• Handle and coordinate accounting-related client inquiries, including misplaced, lost, stale-dated, or uncashed settlement/disbursement checks.
• Questions regarding check status, reissuance, or payment processing.
• Payment discrepancies or other client disbursement concerns.
• Assist with client inquiries involving medical liens, Medicare liens, Medicaid liens, health insurance liens, and other lien-related matters, coordinating with the appropriate internal department when necessary.
• Communicate with Accounting, Claims, Settlements, Liens, Probate, Legal, and other departments to obtain information and resolve client concerns.
• Research client issues internally rather than simply transferring calls whenever possible.
• Track outstanding client matters and conduct appropriate follow-up to ensure issues are brought to resolution.
• Clearly explain processes, anticipated next steps, and outstanding requirements to clients within the scope of the position.
• Document all client communications, requests, actions, and follow-up accurately in the firm's case management system.
• Identify urgent or sensitive client concerns and elevate them promptly to management or the appropriate legal team.
• Maintain strict confidentiality regarding client, case, settlement, and financial information.
• Help identify recurring client-service issues and communicate trends to management to improve internal processes and the overall client experience.

Connaissances

Customer service

Legal environment

Bilingual English/Spanish

Communication skills

Documentation in case management

Multidepartment coordination

Litify

Outils

Litify

Description du poste

Ferraro Law Firm, P.A. in Miami seeks a proactive Customer Service Representative to be a key contact for clients throughout their cases.

The role requires handling questions, coordinating with internal departments, and guiding matters to resolution with compassion and professionalism. You will own client concerns, document interactions in the case management system, and support the Claims Department with timely updates.