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