COMPANY OVERVIEW Our client is a leading technology enabled legal services company that provides pre-settlement and post-settlement administration services for single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top tier talent to enhance customer service and offer new product lines and services. POSITION LOCATION: Austin, TX
POSITION SUMMARY: This position reports to the Head of Client Implementation. The Associate Intake Coordinator is responsible for successfully onboarding new clients and mass tort projects across all company service lines, under supervision from the Head of Client Implementation. The Associate Intake Coordinator will work closely with operations teams in Austin, Houston and Dallas, as well as company's Remote Sales and Operations teams to ensure proper data and scoping are in place prior to handoff.
Work with the sales team to understand and document scope of services for new projects and determine required intake materials, including but not limited to: claimant demographics, settlement agreements, injury grids, consents and PoRs, QPOs, and Letters of Authority.
Prepare and send intake requirements on established torts to law firm contacts, follow up on outstanding requests regularly/as assigned, and scrub received intakes to check for missing or deficient information. Clarify any missing/deficient information timely with law firm contacts.
Ensure that scope is fully confirmed and documented, necessary documents have been received, and all reports are added to the reporting schedule.
For new projects, secure assigned client relationship manager, settlement manager, and QSF manager from respective department heads, and facilitate handoff to those teams via weekly meeting and completed intake handoff worksheet.
Responsible for managing a live tracking tool to be accessed by Case Managers, Account Managers and all other needed team members working with the status of intake thresholds. (must possess excellent Excel skills, and be open to the new IT operating systems)
The role may include some travel for the purposes of on the ground intake support (large or difficult cases) and/or client training.
The Associate Intake Coordinator may work with their department head as well as the sales and marketing teams on the conceptualization and development of law firm and claimant education and training tools. These will include, but are not limited to:
Law Firm and Claimant FAQ sheets
Marketing and promotional materials
Intake spreadsheet instruction sheets and intake templates
Intake spreadsheet training videos
Other duties as assigned.
High level of professionalism
Proficient verbal and written communication skills
Ability to operate basic functions of MS Office applications (Excel, Word, Exchange, Access, etc.)
Strong phone and verbal communication skills along with active listening skills
Must be Customer service oriented
Attention to detail
Excellent problem-solving abilities
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Previous experience in customer support or call center role (preferred not required) Spanish Bilingual (preferred, not required)
Strong oral, writte
To apply please email your resume to firstname.lastname@example.org
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