Client Solutions

Lloyd & McDaniel, PLC; Marietta (GA); On-site; USD 45,000 - 60,000; Full time

Job summary

Lloyd & McDaniel, PLC is seeking a detail-focused professional to collaborate with a team of collectors, support staff, and accounting to ensure client files are properly managed per firm and client standards. You will serve as the primary contact for a defined group of clients, handle inquiries, and participate in monthly client calls.

You will assist with reporting, settlement requests, and entering bankruptcy information as needed, while maintaining awareness of client guidelines and SOP

Qualifications

• Excellent communication skills (written and verbal) and strong customer service abilities.
• Ability to work independently or in a team environment with reliable follow-through.
• Demonstrates dependability, regular attendance, and willingness to work overtime when needed.
• Professional, articulate, and hardworking with a client-focused mindset.
• Familiarity with basic accounting concepts and document handling is a plus.

Responsibilities

• Respond to client requests, emails, and calls promptly; coordinate with Director and other teams as needed.
• Maintain relationships with assigned clients and understand their requirements and SOPs.
• Attend monthly client calls, take notes, and follow up on actions discussed.
• Submit settlement requests and client correspondence when guidelines require.
• Monitor file flow through the legal process and report work gaps to the Collections Director.
• Assist with creating settlement letters and gathering documents for bankruptcy or media requests.
• Develop reports with IT and Collections leadership to track progress and client activity.
• Support training of new staff as needed and stay current on applicable laws and firm policies.

Skills

Communication skills

Team collaboration

Attention to detail

Tools

Microsoft Word

Microsoft Access

Microsoft Excel

Job description

Works with a team of collectors, the support staff and accounting to ensure files are being worked properly and in accordance with Firm and client standards. Acts as a point of contact for an assigned group of clients, handling questions and requests. Participates in monthly client calls and works closely with the Collections Director to monitor files to locate work gaps and other inconstancies. Assists with order media from clients, affidavits and entering bankruptcy information on an as needed basis. Prepare regular reports for both clients and internal requests.

PRIMARY RESPONSIBILITIES AND DUTIES

• Respond to all client requests and questions in a timely manner. This includes, but is not limited to, internal requests, emails and calls from clients and status reports. Seeks out assistance from the Director or other departments on an as needed basis. Acts as a point of contact between the Firm and its clients.
• Builds strong relationships with the client’s assigned to him/her. Maintains a solid “big picture” understanding of the firm including, but not limited to, collections, clients requirements, paper flow, basic accounting functions, etc.
• Participate in monthly client calls as needed along with the Collections Director and other members of management. Responsible for taking notes and following up on anything discussed during these meetings.
• Manage and submit settlement requests and other correspondence to the clients when they fall below various client’s guidelines
• Maintain a current knowledge of client requirements and SOPs. Notify appropriate parties when a change is made in either protocol or contacts.
• Monitor the flow of files through the legal process to ensure files are being managed properly and timely. Review collector diaries and files to ensure no collection work gaps. Report all exceptions to the Collections Director for review. This includes all files assigned to his/her team.
• Responsible for regular review of YGC and other sources to ensure proper coding and review of client inactivity reports to no ensure there are no work gaps.
• Prepares and created various settlement or special request letters from clients and submits for review.
• On an as-needed basis, assists the media and/or bankruptcy specialist with ordered documents and entering bankruptcy material.
• Works closely with the Collection Director and IT Director in developing reports to monitor collector and client progress.
• Handles client forecasts on an as needed basis.

ADDITIONAL RESPONSIBILITIES

• Assists in training new employees on an as needed basis or when cross-training is required.
• Maintains current knowledge of local, state and federal laws including, but not limited to FDCPA, SSCRA, Bankruptcy, etc. Successfully passes testing on an annual or as needed basis.
• Adheres to all Firm policies regarding communication, bankruptcy, etc.
• Develops sound understanding of client guidelines and protocol. Is able to instruct and advise others in the Firm
• Responsible for being courteous and professional towards clients and adheres to the policies in the handbook
• Other duties as requested by a manger or attorney.

KNOWLEDGE AND SKILL REQUIREMENTS

• Strong Computer skills, with working knowledge of Microsoft Office products. A minimum of intermediate knowledge of Microsoft Word, Access and Excel.
• Desire to learn and ability to adapt quickly to a changing business environment.
• Ability to work independently or in a team environment.
• Excellent communication skills (both written and verbal) and strong customer service skills.
• Dependability and regular attendance, with a willingness to work more than 40 hours per week if needed.
• Professionalism, articulate and hard working individual.

Screening Requirements: Criminal Background Check, fingerprinting and drug screening