Summons Liaison

$47,840 - $47,840/Yr

Alleviate Financial Solutions - Irvine, CA

Full-time - Entry Level

Irvine, CA

251-500 employees

Professional, Scientific, and Technical Services

About the position

As a Client Success Summons Liaison at Alleviate Financial Solutions, you will play a crucial role in managing the legal support pipeline, ensuring clients receive timely and effective assistance throughout their legal journey. This position requires a proactive approach and a keen attention to detail, as you will collaborate closely with legal partners to uphold service standards and enhance the client experience. The role is fully in-office and offers a structured work schedule from Monday to Friday.

Responsibilities

• Manage and monitor the legal pipeline for both Active and Non-Active Legal Plan clients, guiding them through litigation and related legal steps.
• Serve as the primary contact between clients and third-party legal vendors, ensuring clear communication and prompt responses.
• Drive vendor performance by establishing clear expectations, tracking results, and collaborating with the Negotiations and Payments Departments to support client satisfaction.
• Maintain a high standard of service and compliance with all relevant regulatory guidelines, including CFPB, FTC, and FCC requirements.
• Set and achieve departmental goals, evaluating and reporting on productivity and service metrics regularly.
• Actively assist in troubleshooting complex or escalated client issues.
• Coordinate and manage the flow of legal documents and correspondence to ensure timely handling and compliance with company and regulatory policies.
• Identify and differentiate various legal documents to streamline and support the legal process effectively.
• Act as a point of contact for clients, legal vendors, and internal departments, answering questions, providing status updates, and facilitating communication.
• Support daily production activities by tracking and reviewing case progress, identifying potential delays, and escalating issues as needed to maintain timelines.
• Assist the Client Success Manager by compiling end-of-day (EOD) and other necessary reports, contributing to accurate data tracking and analysis.
• Maintain open communication with the Client Success Manager regarding job-related updates, client issues, and any procedural challenges.
• Build and maintain positive relationships with internal and external partners, handling all interactions with reliability, punctuality, and professionalism.
• Take over client calls when needed, providing guidance, clarification, and support on case-related matters.
• Regularly communicate essential job-related information and updates to the Client Success Manager to ensure transparency and alignment with departmental goals.
• Participate in establishing, reviewing, and updating department and company policies and procedures to ensure they remain effective and compliant.
• Build and strengthen relationships with interdepartmental staff and external partners, contributing to a cohesive working environment and smooth client experience.
• Actively seek continuous improvement by implementing feedback from management and team members.
• Attend training sessions and department meetings to stay current with industry standards and company policies.
• Complete other duties as assigned to support the goals of the Client Success department.

Requirements

• High School Diploma or GED required.
• Minimum of 2 years in a call center environment, ideally in debt resolution.
• Proven experience in client service or customer service roles.
• Effective in de-escalating challenging situations and making quick, sound decisions.
• Highly detail-oriented with the ability to prioritize under pressure.
• Strong organizational and multitasking abilities for timely task completion.
• Exceptional communication skills, both written and verbal, with a persuasive and tactful approach.
• Technical proficiency in MS Office Suite (Word, Excel, PowerPoint, Visio) and general computer literacy.

Nice-to-haves

• Experience in the debt relief industry.
• Familiarity with legal terminology and processes.

Benefits

• Health, dental, and vision benefits available after 30 days of employment.
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more!
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days.
• Paid holidays.
• 401(k) that can be elected from day 1 of employment!