What are the responsibilities and job description for the Client Advisor position at 770 Goodlaw?
JOB PURPOSE
As Client Advisor, your purpose will be to “talk” effectively and have meaningful communication with clients about every aspect of their case(s) to build positive client relations with this firm.
DUTIES & RESPONSIBILITIES
Meaningful Communication
The Client Advisor will be responsible for the app contact and group text. Once a case is assigned, you will be responsible for calling the client and reviewing their case within 24 hours of case assignment.
The Client Advisor will be responsible for “meaningful communication” with your client(s) every two weeks. A “meaningful:
The Client Advisor will be the client(s)’ guide to everything that is happening in their case(s) and thoroughly explain and lead them through the process. The Client Advisor will inform the client on Liability decisions and any issue(s) that may arise.
Gathering Client Information & Documents
As the Client Advisor is responsible for communication with the client(s), the Client Advisor will be responsible for retrieving any client documents and information needed to process the client(s) claim(s). This will include emails, physical documents, text messages, app contacts, voicemails and updating all documents and information platforms.
Monitor Client Treatment
It is essential for the Client Advisor to monitor the client(s)’ treatment progress for the best success of their claim(s). Throughout the treatment process, the Client Advisor will confirm all of the provider(s) that the client(s) are treating with and update our case management software accordingly. The Client Advisor will schedule and participate in the client(s) treatment strategy meeting overview the client(s) treatment and determine the plan of action for the best success of their claim. When the client(s) reached their maximum medical improvement or when the client(s) have been released from active care by their attending physician, it is the Client Advisor’s responsibility to confirm all treatment providers and update our case management software accordingly.
Property Damage Coordination
The Client Advisor is responsible for the communication with the client(s)’ property damage portion of their claim(s). The Client Advisor will guide the client(s) on the property damage claim process and coordinate their property damage claim to completion.
Client Acceptances & Authority
As the Client Advisor is responsible for all communication with the client(s), the Client Advisor is responsible for obtaining acceptances and authorizations of the client(s) to pursue the claim(s). This can include obtaining authorizations to send Offers of Compromises, Offers to Settle, and claim settlement acceptances.
Team Collaboration
The Client Advisor is responsible for collaboration with the Pre-Litigation Team to ensure all the necessary tasks have been completed to ensure the resolution of the client(s) case(s). As the Client Advisor is the main point of contact, the Client advisor would need to collaborate with the Pre-Litigation Team to provide proper updates to the client(s) and manage the claim properly.
SCHEDULE
As a Client Advisor is the main point of contact with our clientele, A Client Advisor’s schedule can vary from 7:00 AM to 7:00 PM. There can be multiple shifts such as from 7:00 AM to 4:00 PM for the client(s) who are only able to speak in the early mornings prior to their work shift(s) or from 10:00 AM to 7:00 PM for the client(s) who are only able to speak after their work shift(s). At times, a client may want to see us in person at one of our offices where the assigned Client Advisor may need to come into the office to meet with the client to discuss matters of their case and/or settlement disbursement.
QUALIFICATIONS
A Client Advisor must have completed all the Sub-Departments of Pre-Litigation to be qualified for the Client Advisor Position. This will include the Investigation, Bodily Injury Damages, Property Damages Sub-Departments as well as the Adjuster Advisor Position. It is imperative that the Client Advisor has the knowledge of all the Pre-Litigation Sub-Departments to effectively manage the client(s) claim(s) and provide the proper updates.
GRADES & COMPENSATION
The Client Advisor position comes with grade levels and compensation packages that reflect their skill levels and productivity. The grades and compensation packages are set by 770GoodLaw, Car Accident Lawyers, LLC and are subject to change based on the health and growth of the firm. When assigned to the Client Advisor position, the Client Advisor will be assigned a grade with the matching compensation package. During the Client Advisor’s performance evaluations or determined by their immediate supervisor, the Client Advisor’s Grade level is subject to change that will include either increasing or decreasing their Grade level based upon their performance and productivity.
- Entry Level: $20.19/hour
KPI’S & INCENTIVES
The Client Advisor’s main responsibility is communication with our client(s). The Client Advisor will be monitored by their meaningful communication with each client. Meaningful communication is defined as communication through email, phone, text, or app messaging that has content related to their claim(s). Meaningful communication with client(s) must be at 95% completion or better. Essentially, you will be communicating with all your clients every two weeks. We also value the Net Promotor Score which is how likely a client will refer their friends and family back to us. The Net Promotor Score can be received through surveys of our current and prior clients following disbursement of their claim. 770GoodLaw also values the referrals from our current and prior clients.
We at 770GoodLaw want to reward and incentivize the Client Advisor who has successful and meaningful communication with our client(s) to promote the health of this firm. The Client Advisor can be awarded a monthly incentive based upon their KPI’s which will include:
1. If you achieved 95% or better completion of your 2-week meaningful communication for that month.
2. If the Client Advisor can achieve an average NPS (Net Promotor Score) of 7 or higher for that month.
3. If a current or prior client refers their friend or family for a claim to us, they become a VIP Client. If the Client Advisor’s current or prior client refers a claim to us and becomes a VIP Client.
The KPI’s & Incentives are determined by 770GoodLaw, Car Accident Lawyers, LLC and are subject to change based upon the needs of 770GoodLaw, Car Accident Lawyers, LLC for future growth and success.
Salary : $20
