The Client Service Specialist I plays a critical role, conducting investigative research, data analysis, and collaboration with internal and external teams to ensure account statuses are accurate, settlement opportunities are identified, and collection or negotiation efforts can move forward efficiently. This role is also responsible for outstanding customer service and maintaining client satisfaction through proactive communication and support, handling a range of customer interactions, including inbound and outbound calls, welcome calls, and follow-ups within 90 days post-enrollment.
Key Responsibilities:
Client Support
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Provide prompt, courteous, and professional support to all clients.
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Resolve client inquiries efficiently and effectively, escalating complex issues as needed.
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Maintain up-to-date knowledge of company services, processes, and policies to provide accurate information.
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Contact clients who request updates and review next steps with them.
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Connect clients to their Litigation Team when additional support or case-specific assistance is needed.
Inbound & Outbound Call Handling
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Accurately identify the purpose of the call and direct clients to the appropriate internal or external client service teams for further assistance.
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Handle a high volume of inbound calls from clients with professionalism and efficiency.
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Make outbound calls as part of outreach campaigns for settlement authorizations, appointment follow-ups, additional funding, or service verifications.
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Maintain awareness of compliance requirements when dealing with litigation-related communications.
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Ensure proper handling of sensitive information through proper client verification processes.
Documentation & CRM Management
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Identify and confirm creditor placements, charge-off statuses, collection agency involvement, and verify if the account is within the statute of limitations.
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Verify if the account is within the statute of limitations.
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Collaborate with internal and external teams to ensure accounts are accurately reported and ready for settlement.
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Contact creditors or third-party collectors when necessary to verify information.
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Maintain detailed documentation of all findings, updates, and communication.
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Send LOA/POA as needed
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Flag high-risk accounts (e.g., judgments, garnishments, lawsuits) and notify the Litigation department.
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Effectively communicate any creditor updates as necessary.
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Track call outcomes and client interactions in the CRM system to maintain accurate records.
Welcome Calls
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Conduct scripted welcome calls to new clients within the defined timeframe to introduce services, set expectations, and answer initial questions.
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Ensure all welcome calls follow company guidelines, tone, and structure for consistency.
This person must be bilingual.
