Senior Client Support Associate

Witherite Law Group; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Company paid Life Insurance

Company paid AD&D Insurance

STD/LTD Insurance

Tuition Reimbursement

Job summary

Witherite Law Group is seeking a Senior Client Support Associate in Dallas, TX for a full-time on-site role. You will maintain professionalism, exhibit leadership, and support a culture of collaboration while handling client interactions with empathy and accuracy.

The role emphasizes training, SOP updates, case referral oversight, and cross-training across departments to ensure efficient operations and client satisfaction.

Responsibilities

• Maintain professionalism through appropriate physical appearance and a positive attitude.
• Exhibit leadership qualities such as reliability, trustworthiness, accountability, motivation, and commitment to team success.
• Lead by example in all aspects of work, setting the standard for excellence.
• Make well-thought-out decisions that consider the needs and goals of the team, as well as the organization as a whole.
• Utilize critical thinking and problem-solving skills to navigate complex situations effectively.
• Foster a culture of collaboration and respect by actively engaging with the team, building rapport, and demonstrating genuine interest in their well-being and success.
• Create opportunities for open communication and feedback to strengthen relationships and trust within the team.
• Demonstrate the ability to assist with difficult situations, including handling challenging client interactions with professionalism and empathy.
• Uphold a continuous training cycle to ensure all associates receive ongoing development opportunities.
• Prioritize the growth and development of team members through coaching, mentorship, and access to relevant resources and training programs.
• Assist in new hire training and delegation – Utilize the Client Support Case Checklist rubric and tracker to assist in new hire training and delegation, ensuring comprehensive coverage of essential tasks and responsibilities.
• Assist in One-on-One Upkeep training and documentation: Conduct one-on-one upkeep training sessions (Weekly for associates under 6 months, Bi-weekly for associates under 1 year, Monthly for associates over 1 year).
• Assist in training manual update.
• Assist in creating and maintaining Standard Operating Procedures
• Assist with case Referral Oversight: Provide support and oversight for case referrals, ensuring proper handling and adherence to established procedures.
• Assist with case Rejection Oversight: Assist in overseeing the process of handling case rejections, ensuring timely and appropriate actions are taken.
• Assist with Lost Cases Oversight: Support in overseeing the management of lost cases, including analysis of root causes and implementation of corrective measures.
• Call and case auditing
• Cross trained between CC, DC, and Claims, Reception and able to complete all these roles.

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Client Support Associate

Full Time Ind Contributor Dallas, TX, US

• Maintain professionalism through appropriate physical appearance and a positive attitude.
• Exhibit leadership qualities such as reliability, trustworthiness, accountability, motivation, and commitment to team success.
• Lead by example in all aspects of work, setting the standard for excellence.
• Make well-thought-out decisions that consider the needs and goals of the team, as well as the organization as a whole.
• Utilize critical thinking and problem-solving skills to navigate complex situations effectively.
• Foster a culture of collaboration and respect by actively engaging with the team, building rapport, and demonstrating genuine interest in their well-being and success.
• Create opportunities for open communication and feedback to strengthen relationships and trust within the team.
• Demonstrate the ability to assist with difficult situations, including handling challenging client interactions with professionalism and empathy.
• Uphold a continuous training cycle to ensure all associates receive ongoing development opportunities.
• Prioritize the growth and development of team members through coaching, mentorship, and access to relevant resources and training programs.
• Assist in new hire training and delegation – Utilize the Client Support Case Checklist rubric and tracker to assist in new hire training and delegation, ensuring comprehensive coverage of essential tasks and responsibilities.
• Assist in One-on-One Upkeep training and documentation: Conduct one-on-one upkeep training sessions (Weekly for associates under 6 months, Bi-weekly for associates under 1 year, Monthly for associates over 1 year).
• Assist in training manual update.
• Assist in creating and maintaining Standard Operating Procedures
• Assist with case Referral Oversight: Provide support and oversight for case referrals, ensuring proper handling and adherence to established procedures.
• Assist with case Rejection Oversight: Assist in overseeing the process of handling case rejections, ensuring timely and appropriate actions are taken.
• Assist with Lost Cases Oversight: Support in overseeing the management of lost cases, including analysis of root causes and implementation of corrective measures.
• Call and case auditing
• Cross trained between CC, DC, and Claims, Reception and able to complete all these roles.

Physical Requirements:

• Office environment with normal business hours necessary to satisfactorily perform job functions.
• Stationary Position – Must be able to remain in a stationary position up to 50% of the time.
• Move or Traverse – This position needs to occasionally move about inside the office to access file cabinets, meeting rooms, office machinery, etc.May occasionally ascends/descends the stairs to get to other floors, cafeteria and parking area.
• Dexterity – constantly operates a computer and other office machinery such as a copy machine/printer.
• Move, Transport, Position, Put, Install, Remove - Occasionally moves supplies weighing up to 10 pounds for various presentation and event needs.
• Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information - The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Assess - The ability to observe details at close range (within a few feet of the observer).

Benefits and Perks:

• Company paid Life and AD&D Insurance
• Company Paid STD (with no waiting period) and LTD Insurance
• Option to purchase additional Life and AD&D Insurance
• Voluntary Critical Illness, Accident, and Hospital Indemnity Coverage
• 401(k) with company contributions
• Paid Time Off
• 10 Company Holidays
• Tuition Reimbursement

Disclaimer:Please note that this job description is subject to change with or without prior notice, and that a reasonable accommodation may be requested to perform the essential functions of the job.