Personal Injury Pre-Litigation Manager

The Ward Law Group Pl - Miami Lakes, FL

Full-time - Senior

Miami Lakes, FL

Professional, Scientific, and Technical Services

About the position

The Ward Law Group is seeking a Personal Injury Pre-Litigation Manager to join our dynamic team in Miami Lakes, FL. This role is pivotal in ensuring that our pre-litigation processes are efficient, effective, and client-focused. As a leader in personal injury law, we pride ourselves on our commitment to serving the community and driving results that matter. The ideal candidate will thrive in a fast-paced, innovative environment where they can make impactful decisions that benefit our clients and the firm. In this position, you will be responsible for developing recommended standards and guidelines for various processes including screening, referral, and case review. You will maintain relationships with cross-functional teams and expand the use of technology to support our intake processes. Direct management and supervision of centralized intake activities will be a key part of your role, requiring collaboration with unit managers and practice group leaders. You will also develop practice standards and monitoring systems to ensure quality control across the department. Your leadership will be crucial in accomplishing departmental objectives through effective staff management, planning, and evaluation of activities. You will ensure a safe and legal work environment while fostering personal growth opportunities for your team. By communicating job expectations clearly and providing coaching and counseling, you will help your staff achieve their goals and maintain high standards of service. Additionally, you will be the primary contact for addressing escalated client issues, ensuring high client satisfaction and adherence to company standards. Your role will also involve engaging with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue their business with us. This position requires a commitment to continuous improvement, as you will participate in leadership training and coordinate team training sessions to enhance performance. You will also be responsible for maintaining quality service by analyzing and resolving customer service problems and recommending system improvements. Join us at The Ward Law Group, where your work truly matters, and help us continue to make a difference for our clients!

Responsibilities

• Develop recommended standards and guidelines for screening, referral, information for case review, advice, and brief service.
• Maintain relationships with cross-functional teams.
• Expand the use of technology in support of intake.
• Direct management and supervision of centralized intake activities and collaboration with unit managers and practice group leaders.
• Develop practice standards and monitoring systems to ensure quality control.
• Accomplish department objectives by managing staff; planning and evaluating department activities.
• Ensure a safe, secure, and legal work environment.
• Develop personal growth opportunities for staff.
• Communicate job expectations, plan, monitor, and appraise job results.
• Coach, counsel, and discipline employees as necessary.
• Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.
• Establish strategic goals to accomplish monthly KPIs.
• Define objectives, identify and evaluate trends and options, choose a course of action, and evaluate outcomes.
• Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Contribute to team effort by accomplishing related results as needed.
• Participate in leadership trainings to improve managerial skills and contribute to team performance enhancement.
• Coordinate team trainings ensuring all team members are well-prepared to deliver outstanding service.
• Foster leadership development within the team through coaching and training initiatives.
• Serve as the primary contact for addressing escalated client issues promptly and effectively, ensuring high client satisfaction and adherence to company standards.
• Engage with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue and sustain their business with us.
• Contact clients who have provided feedback on poor service experiences during exit interviews.

Requirements

• Fluency in English and Spanish.
• Proven experience in a management or supervisory role.
• Strong organizational and leadership skills.
• Excellent communication and interpersonal abilities.
• Consistent punctuality and reliability.
• Ability to work well in a team environment.
• Excellent written and verbal communication skills.
• Proficiency in using computers and relevant software.
• Ability to prioritize tasks effectively.
• Strong multitasking and time-management skills.
• Strong phone contact handling skills and active listening abilities.
• Passion for delivering exceptional customer service.
• Ability to handle customer complaints and provide appropriate solutions.
• Adaptability to a fast-paced and changing work environment.
• Keen eye for detail to ensure accuracy and thoroughness in all tasks.

Benefits

• Health insurance
• Flexible spending account
• Paid time off
• 401(k) matching
• Life insurance