Job Description

Job Description

Job Description

OBJECTIVES

• Continuous improvement.
• Exceed expectations.
• Create and keep customers.
• No surprises / no excuses.

DUTIES AND RESPONSIBILITIES

The Client Service Specialist is responsible for creating a relationship with the client that starts when they engage our firm. The Client Services Directors job includes (but is not limited to) the following responsibilities:

Maintain Attorney and Firm Calendar, E-mail and Phone System

• Handle all client communications
• Respond timely to inquiries
• Contact courts and prosecutor office for traffic related matters
• Follow up with Clients for court date and appointment reminders

M arketing and Sales Calls

• Schedule monthly events and outreach for attorney to attend
• Contact leads and convert to planning sessions
• Send contracts and ensure timely payments

Meets with client at end of Initial Consultation

• Request missing information
• Confirm asset documents
• Receive payment information
• Explain what happens next, schedule Signing Ceremony and add to calendar
• Infusion data entry

Before Signing Ceremony

• Request information still missing via email or phone
• Answer any questions from client regarding their trust
• Review binder and funding folder
• Confirm signing date with client
• Send thank you gift to referrer

During Signing Ceremony

• Meet with client to review asset spreadsheet and have client sign funding documents and all EP Documents
• Schedule Binder Delivery and add to calendar
• Receive payment

Pre-Binder Delivery

• Request any information still missing via email or phone
• Answer any questions from client regarding their trust
• Send Binder Delivery Confirmation
• Confirm appointment
• Infusion reassignment

During Binder Delivery

• Meet with client and review asset spreadsheet and sign any funding documents
• Review contents of folder and fiduciary letters
• Explain the process for acquiring new assets
• Review contents of Binder including Memorial Letter and Funeral Instructions
• Receive payment and give to Operations Director

After Binder Delivery

• Purge File
• Confirm Asset Funding process completed
• Send out final funding docs and funding letter
• Send Client Gift
• Send Client Survey

Staffing Management

• Work with other LDC LEGAL personnel as needed to properly execute the duties of the Client Specialist.
• Support LDC LEGAL personnel with office tasks.
• Responsible for participating in staff training classes.
• Coordinate office schedule
• Complete knowledge of and enforcement of all company policies and procedures is required and mandatory dictation of, adherence to and following of each procedure is required.
• Responsible for creating and/or maintaining an Office Procedures Manual.
• Responsible for updating and maintaining the Personnel Manual.

Information Management

• Review information systems and CRM to make sure its most productive and economical.
• Oversee management of LDC LEGAL websites and their content.

Production and Distribution Management

• Occasionally price shopping/vendor shopping to measure cost effectiveness and quality in products and services extended to LDC LEGAL.
• Oversee monthly mailings
• Prepare documents required for distribution (labels, reports, notices, etc.) as needed.

Technology Management

• Review current technology solutions

Customer Service/Quality Assurance Management

• Prepare and distribute customer satisfaction surveys.
• Prepare report showing statistics.

Report regularly to the LDC LEGAL Owner

Attend Finance and Personnel Meetings, as needed

Uphold the LDC LEGAL Mission Statement

This job description is not meant to be an exhaustive list of all the responsibilities of the Client Specialist but an outline of the major responsibilities for this position. LDC LEGAL reserves the right to change this job description, as needed, in the future.

SKILLS NEEDED

• Strong knowledge of business English in composition to include correspondence, reports, and various other materials.
• High communication skills. Communication is a must and cannot be violated in any way, shape or form. Communication plays a very high role in this position.
• Good mathematical skills.
• Must be self-motivated.
• Ability to work independently with minimal instructions.
• Ability to prioritize workload based on internal and external customer needs.
• Ability to meet and deal with internal and external customers in a professional manner.
• Strong critical thinking skills.
• Significant experience in general office management.

Job Tags

Similar Jobs