OFS / Intake Specialist / Legal Assistant

1. Monitoring and evaluating customer service performance of Call Center employees 2. Identifying areas that need improvement and developing strategies to improve Call Center operations 3. Conducting quality assurance audits to ensure that Call Center employees are following established protocols and procedures 4. Providing feedback to Call Center employees and management on performance and identifying areas that need improvement 5. Developing and implementing training programs to improve the skills and knowledge of Call Center employees 6. Creating quality assurance reports and presenting them to management and other key stakeholders 7. Analyzing customer feedback data to identify trends and make recommendations for process improvements 8. Keeping up-to-date on industry best practices and trends, and recommending changes to Call Center operations to stay competitive in the market.

*Taking Calls in conducting potential client intakes, and scheduling appointments for both clients and attorneys. * Draft Opening of Claims * Draft Demand Letters with Exhibits * Draft Legal/Pleading documents (based on template) * Process documentation * Medical Summary *Administrative Assistance Based on tasks given.

● Conduct potential client intakes. ● Answering incoming calls ● Make outbound calls on new lead emails. ● Answering questions of current clients – directing calls to correct staff member or taking messages for proper further processing. ● Assist attorney’s in and out of the office with tasks as directed. ● Use internal software to schedule/reschedule/manage appointments for bankruptcy/debt settlement attorneys to meet with potential clients. ● Prepare the client as well as the attorney for what to expect during the initial consult. ● Update and maintain client database with relevant client information. ● Assist clients in understanding the legal process of bankruptcy/debt settlement. ● Refer other legal matters to other counsel. ● Escalate matters to appropriate personnel including supervisors and attorneys.