Client Relations Retention Specialist (33008)

ChoiceLegal, Inc.; Atlanta (GA); On-site; USD 38,000 - 60,000; Full time

Job summary

Choice Legal, Inc. is seeking a detail oriented Client Relations Retention Specialist to support retention efforts, liaise with the sales team to onboard clients, and introduce operational procedures to new and existing client relationships. The role runs Monday to Friday, 8am-5pm EST.

The position focuses on maintaining favorable client relationships, providing escalation support, and coordinating with internal departments to meet client satisfaction goals within a legal services environment.

Qualifications

• High School Diploma or equivalent required.
• Experience in a legal services environment, insurance claims, or Customer Service/Sales.
• Familiarity with med-legal terminology and HIPAA requirements.

Responsibilities

• Manage and develop client accounts to initiate and maintain favorable relationships.
• Act as a strategic partner to discover opportunities and resolve issues.
• Build and maintain relationships with paralegals, attorneys and adjusters with the customer service team.
• Provide a dedicated resource to client and senior management for escalations, research and feedback.
• Audit and review data to proactively address client expectations and alert operations of gaps or issues.
• Monitor client base to identify customer satisfaction concerns or order delays and communicate delays clearly to clients.
• Modify canned system statuses to accurately describe situations when needed.
• Handle Special Circumstance Orders with tight deadlines and special instructions.
• Support Customer Service Specialists, Account Managers as needed.
• Assist with technical issues and prepare confidential correspondence and reports.
• Coordinate with internal departments to ensure client satisfaction.
• Identify client needs and maintain customer accounts.
• Research for contact details and provide options for subpoenas as requested.
• Monitor Work In Progress for new/sensitive orders using system reports.
• Perform other duties as assigned.

Skills

Client relationship management

Communication

Attention to detail

Multitasking

Typing 45 WPM

Adaptability

Problem solving

Education

High School Diploma or equivalent

Job description

Choice Legal for a detail oriented Client Relations Retention Specialist to join our team!

The Client Relations Retention Specialist's role is to provide an additional layer of retention to the client, which supports both operational success and client satisfaction, to liaison with the sales team to onboard, and to introduce and integrate operational procedures to new clients and existing client relationships.

The schedule for this role is Monday to Friday 8am-5pm EST.

ESSENTIAL JOB FUNCTIONS

• Manage and develop client accounts to initiate and maintain favorable relationships.
• Ideally become a strategic partner working together to discover new opportunities to resolve issues and present solutions.
• Build and maintain strong, long-lasting client relationships with paralegals, attorneys and adjusters on the front lines in conjunction with the customer service team.
• Provide a dedicated resource to the client and senior management for escalations, research and feedback.
• Conduct Audits and review data to proactively handle client's expectations and to alert operations of any gaps or potential issues
• Proactively monitor assigned client base to identify or prevent a potential customer satisfaction concern or order delay. Contact clients by e-mail/phone to provide clear and conciseexplanations to the client of any delays to orders and the reasons for the delay as well as coordinate with the client on any additional information needed.
• Written communication should fully explain each situation and may require that canned system statuses be modified to expressly state the nature of a particular situation.
• Utilize spell-check for both grammar and spelling prior to forwarding any e-mail or status letter to a client.
• Monitor and/or handle of all Special Circumstance Orders (SCO's) which require tight deadlines and special instructions outside of normal operational processes.
• Offer support to Customer Service Specialist, Account Managers as needed.
• Provide support, direction and/or resolution on technical issues forwarded from the client.
• Compose and prepare confidential correspondence, reports, and other complex documents.
• Coordinate with all internal departments to ensure Customer Satisfaction expectations are achieved, i.e. forward needed documentation/instructions as needed.
• Maintain customer accounts by identifying and analyzing customer needs to achieve satisfaction.
• Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities you are asked to contact per client request, or to offer the ordering client options for various entities they may want to Subpoena.
• Monitoring of Work In Progress for 'new' & 'sensitive' client orders, utilizing all reporting tools in the system.
• Perform other duties as assigned.

Qualifications

Education and/or Experience

• High School Diploma or equivalent required.
• Prior work experience in a legal services environment, insurance claims office, or Customer Service/Sales.
• Familiarity with med-legal terminology and HIPAA requirements.

QUALIFICATIONS

• Must have good understanding of the organization's goals and objectives.
• Must be highly self-motivated and self-directed.
• Must have ability to absorb new ideas and concepts quickly.
• Must have good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Multi-taking is essential as well as being able to adapt to change of work duties.
• Must be a qualified typist with a minimum of 45 W.P.M.
• Must be able to stay focused and concentrate under normal or heavy distractions.
• Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time.

Choice Legal is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws.

Equal Opportunity Employer - Minorities/Females/Disabled/Veterans