Customer Service/Communication:
- Greets all calls with enthusiasm and eagerness to assist
- Responds to all calls (potential clients, outside firms, outside agencies) with accuracy and courtesy
- Appropriate in all discussions with potential clients ensuring that service is within the realm of position duties
- Clearly, thoroughly and effectively presents information in written and oral form
- Escalates issues for further assistance as necessary
- Accurately documents all intakes, evidence, information, etc. into computer systems via Captorra, CP and Outlook
- Ensures all documentation to clients, referrals sources, outside agencies is factually accurate and without grammatical errors
- Consistently maintains professionalism and respects the rights of all internal and external customers
Work Ethic/Initiative:
- Exhibits strong organizational, planning and time management skills
- Able to multitask and prioritize appropriately in order to meet job demands and deadlines
- Demonstrates flexibility for changes in processes and responsibilities
- Able to work independently
- Shows consistency in all work assignments
- Show an eagerness to learn new systems and procedures within the firm
- Shows a cooperative spirit and works as a team player
Dependability:
- Attendance is within company policy
- Consistently on time for work
- Employee can be relied upon to be available for work and to complete work properly
- Able to anticipate problems and work collaboratively on solutions
- Accountable and responsible to carry out the mission of the firm and the intake department
Overall Requirements:
- Responds timely and appropriately to inquiries via phone and internet
- Documents all required information in Captorra and CP for each inquiry
- Maintains client contact for updated contact information
- Reviews the file to preserve any evidence and maintains the evidence database
- Tracks all SOL’s and SOR’s
- Tracks deadlines all referred out cases
- Sends correspondence to the appropriate parties including DND’s, declinations, contract packages, etc.