Job Description

Overview

The Welcome Agent is responsible for managing new case leads and guiding clients through the initial stages of the case creation process. This includes client interactions, capturing key information, verifying details, and ensuring the smooth progression of each case. The Welcome Agent plays a key role in providing exceptional customer service, maintaining accurate records, and ensuring client satisfaction.

Key Responsibilities:

Client Engagement

Improve client service experience, create engaged clients, and facilitate organic growth Create a culture of Customer/Client Centricity Identify client needs and actively find solutions that will assist the client in having the best possible client experience. Ensure follow up and follow through on all client queries Identify any potential errors or obstacles that may arise which might impact client experience, Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved. Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the clients queries from end-to-end Lead Management: Handle new case leads from sources such as social media and word-of-mouth. Case Creation: Create new case files by capturing essential client details, including name, phone number, and email. Client Communication: Manage initial calls through an automated dialer system, ensuring all interactions are professional and timely. Scripted Communication: Read the Welcome Script to clients who are interested in proceeding with case creation.

Client Verification

Information Gathering: Collect additional client data on medical conditions, addresses, and financial background Agreement Management: Send agreements to clients via crm, confirm receipt, and track signed agreements. Data Entry: Update communication logs with call outcomes, reasons for non-continuation, and any additional case details. Case Disposition: Disposition calls appropriately based on the client's responses Special Cases Handling: Manage interactions for clients with sponsors or minors, ensuring all necessary data is collected and agreements are signed. Quality Assurance: Follow quality control measures to ensure accuracy and adherence to procedures during client interactions and case creation. Technical Proficiency: Familiarity with using automated dialers (e.g., Vicidial), customer relationship management (CRM) systems, and basic office software. Team Collaboration: Willingness to work closely with the Welcome Team Lead and other departments to ensure the smooth handling of cases.

Experience & Qualifications

Minimum 2 - 3 years of experience in a call center, working in a sales and customer service environment Experience working in a legal, medical, or financial services setting. Knowledge of automated dialer systems or CRM software. Basic understanding of legal/financial terminology. Outstanding communication and negotiation skills Problem-solving aptitude Ability to work shifts from 3pm - 3am
Job Type: Full-time

Work Location: In person