The Client Care Specialist is responsible for fostering excellent relationships with assigned client law firms via email, phone calls, and in-person visits. The Client Care Specialist will respond to all incoming client inquiries with thoughtfulness, integrity, attention to detail, and urgency, and will work closely with our internal sales team, project managers, and operations group to ensure the best outcomes for our clients. A successful candidate in this role will have a self-starting attitude, exemplary oral and written communication skills, an aptitude for finding solutions, and a high degree of integrity.
POSITION LOCATION: AUSTIN, TX
Job Responsibilities
Act as an internal representative for assigned law firm clients, advocating for their needs and flagging issues to the manager
Learn complex workflows related to healthcare lien resolution, and clearly and succinctly communicate information to law firms.
Respond to a high volume of complex status inquiries from law firm clients
Prepare for in-person status conferences with key accounts: coordinate meetings, create agendas, and follow up
Work closely with sales team to provide white glove, intelligent service to all of ARCHER clients
Anticipate issues: communicate with firms proactively, predict problems, and escalate as needed to senior management
Actively solicits and accepts feedback, and works to continuously improve own performance
Recommend process improvements to the management team (Lessons Learned and Best Practices)
Assist Senior Client Care Specialist with webinar preparations and other client meeting tasks, as requested.
Required Experience
KNOWLEDGE, SKILLS AND ABILITIES:
1+ year of account management experience
Comfortable in a very fast-paced working environment
Experience working with professionals, such as attorneys
Ability to work cooperatively in cross-functional, multiple geographic location setting
Decisiveness and sense of urgency; ability to act quickly on issues that matter
Highly organized and able to quickly review dozens of emails and prioritize responses
Clear, confident communicator who can succinctly explain business processes to clients whose preexisting level of understanding may vary from basic (or not at all) to sophisticated
Solutions-oriented and committed to offering solutions when flagging an issue to the management team
Self-starter with a high degree of personal accountability
Commitment to service and intrinsic belief that clients are relying upon you to get their job done
Exudes personal characteristics imperative in a client relationship specialist team member: integrity, inclusion, patience, and a positive attitude
Desired Experience
Degree from a 4-year college or university
1+ years of experience in lien resolution, insurance adjusting, personal injury or mass tort law, or other related field
Benefits
401(K)
401(k) Matching
Health Insurance
Dental Insurance
Vision Insurance
Parental Leave
Short Term Disability
Long Term Disability
About Archer
ARCHER Systems 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.
ARCHER’s core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate and bankruptcy coordination, release administration, medical records review, and plaintiff fact sheet and other intake/census preparation and management. ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics and reporting are handled efficiently and effectively.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Law Practice
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