Job Description

POSITION SUMMARY:
The Client Support Specialist plays a vital role in delivering compassionate, high-quality service while supporting both the Intake and Litigation departments. This position requires adaptability to meet evolving needs and includes responsibilities such as responding to client inquiries, conducting intake interviews, verifying eligibility, completing client questionnaires, retrieving and organizing documentation, and guiding clients through legal processes with clarity and care. 

KEY RESPONSIBILITIES:

• Respond to incoming calls and messages, ensuring clients feel heard, respected, and supported. 
• Conduct interviews and complete intake forms to gather and verify client information. 
• Determine client eligibility based on established criteria. 
• Clearly explain legal processes and resources. 
• Facilitate timely completion of contracts and forms, including obtaining required signatures. 
• Provide ongoing reassurance to clients to maintain trust and satisfaction. 
• Follow up to ensure all documentation and required steps are accurately completed. 
• Maintain adherence to company standards and intake procedures for consistent service quality. 
• Identify and suggest improvements to enhance client experience and operational efficiency. 
• Collaborate with intake or litigation support team and management to achieve performance goals. 
• Participate in regular training sessions to stay informed on campaigns and procedures. 
• Perform other tasks as required by management, ensuring a flexible approach to various needs. 

KEY SKILLS:

• Demonstrates strong customer service, interpersonal, and verbal communication skills to effectively engage diverse clients, explain processes, and gather accurate information with empathy and cultural sensitivity. 
• Maintains strict confidentiality, exercises sound judgment in assessing eligibility, and handles sensitive information with professionalism and discretion. 
• Works both independently and as part of a team to achieve goals, support process improvements, and communicate effectively in group settings. 
• Delivers high-quality, accurate documentation by following established procedures and organizational standards with attention to detail and follow-through. 
• Stays flexible and proactive when responding to shifting priorities, managing multiple tasks, and anticipating departmental needs. 
• Produces clear, well-edited written materials for documentation and internal communication, adapting messaging as needed. 
• Embraces continuous learning and development, quickly adapting to new tools, procedures, and campaign requirements. 
• Takes ownership of work, learns from feedback, and makes informed decisions using available information. 

MINIMUM QUALIFICATIONS:  

• Must be at least 18 years of age or older. 
• Working knowledge of Microsoft Office Suite, Adobe, and other similar software. 
• Must be able to read, comprehend, and follow written and verbal instructions. 

PHYSICAL REQUIREMENTS:  

• Prolonged periods of sitting. 
• Perform repetitive tasks such as typing and clicking.
• Must be able to lift and move light items up to 20 pounds at times. 
• Must be able to bend, reach, push, pull, lift, and sit. 

The physical demands are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  

BENEFITS:

The company offers a comprehensive benefits package including: 

• Medical, dental, and vision. 
• Voluntary life, accident, critical illness, hospital indemnity, and short-term disability. 
• Vacation, sick and floating holidays. 
• Employee assistance program. 
• Paid parental leave. 
• 401(k) retirement plan. 

DISCLAIMER:
This is not meant to be an all-inclusive list of duties and responsibilities for this position but constitutes a general definition of the position's scope and function.  

EQUAL OPPORTUNITY EMPLOYER:
We are an equal opportunity employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status.  

If you require a reasonable accommodation to complete the application or interview process, please contact us at dl-human-resources@caseopp.com .  

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