Matter Intake Representative I

Essential Duties and Responsibilities:

• Greet clients warmly with pleasant phone etiquette
• Shows empathy for our clients when interacting with them
• Treats co-workers, department staff, and management with dignity and respect.
• Understanding of systems used to perform job (i.e. Salesforce, Back 40, PureCloud, etc)
• Pre-screen clients for coverage (Subscription or Ala Carte)
• Obtain Summons & Complaints from new clients
• Exhibits comprehension of client information, the ability to relay that information clearly, and diffuse client issues or escalate the situation to proper personnel if needed
• Follows up on new client documentation (lawsuits/summons and complaint)
• Creates matter page for all states in Salesforce
• Generates and sends litigation packets for all states on behalf of the attorney team
• Follows up with clients for return of litigation packet.
  • Contact unresponsive clients three times by phone, twice by text message, and three times via email
  • Upon approval by appropriate LIT resource, sends non-represent letter to client when litigation packet is not received in timely manner or client not enrolled at time of lawsuit.
• Organizes documents received from clients and sends to appropriate attorney teams
• Update case status to notify legal team once client returns litigation packet so they can begin the lit process.
• Shows attention to detail when noting accounts
• Displays an understanding of NLLG practices, policies, and maintains organizational skills
• Works the expected 40 hours a week with reliable and prompt attendance
• Performs other duties as required and assigned