Client Relations Retention Specialist (33008)

Summary

ChoiceLegal is seeking a detail-oriented Client Relations Retention Specialist to support client retention, operational success, and client satisfaction. The role manages client relationships, supports onboarding, monitors orders and service issues, coordinates with internal teams, and provides solutions and escalations support.

Responsibilities

• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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
• 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