Case Manager (Legal) 90-Day Temporary

VERITEXT LLC•Baton Rouge, LA

About The Position

Our clients count on us to make the legal process seamless and efficient from scheduling court reporters and legal videographers to ensuring transcripts are delivered on time and flawlessly accurate. As a Case Manager (Arbitration), it is your duty to ensure that our clients receive excellent service, as their designated point of contact. This is a temporary position, expected to last 90 days.

Requirements

3+ years of related experience
Proficiency in MS Office required
Customer service oriented with strong interpersonal skills and the ability to communicate and interact effectively
Dedicated professional with the ability to respond to requests promptly and accurately
Must be detail oriented, organized, be able to multi-task and work under pressure to meet or exceed deadlines
Proactive and motivated with strong problem solving and follow up skills

Nice To Haves

Work collaboratively with Veritext colleagues, exhibiting Veritext Values

Responsibilities

Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner
Communicate necessary information timely, accurately and effectively; report incidents to management
Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role
Take ownership of your work; follow-thru until final resolution
Understand Veritext products and services, their value and commensurate fees
Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc
Participate and absorb all trainings including Veritext University, Summer Camp, in-person development sessions, etc
Understand Company targets and strive to meet and exceed
Ensure that departmental training materials are current, effective and utilized
Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
Be an active participate in the phone queues and Front mailboxes while meeting Operations Excellence goals
Aligns correct products/services information including features and benefits to client needs
Establish and manage cases within Vision; Be proactive in your approach
Fulfill client requests timely (in accordance with service-level agreements) including Revised Orders, special client requests, etc AND take appropriate action
Resolve issues and/or escalate as needed; coordinate/partner with applicable departments and/or colleagues (i.e. Billing, Account Executive / Sales Dept., Client Services, Cash Apps.) to ensure prompt and accurate resolution
Communicate necessary information timely and accurately to all parties, including clients, back office staff, sales and vendors
Be responsible for contacting subcontractors on order changes and ensure they are fulfilled; follow-up! Notify reporters of dailies, expedites, etc.
Treat mediators, co-workers, reporters, videographers as "key members of our team"; go out of your way for them
Track incidents according to protocol
Proactively track assignment deadlines and; follow up with reporters and vendors to ensure timely delivery to clients
Treat all Veritext Intra-Company jobs, consistent with Veritext standards
Ensure that all Vision entries (standing orders, notes, etc.) are clear, concise and consistent client specifications
Encourage use of and manage all aspects of MyVeritext, including setting up USER ID's, establishing security rights and training users on features
Ensure coverage for all urgent after-hour requests that require immediate assistance/response before next business day
Take ownership of managing all aspects of scheduling mediations and arbitrations
Recommend and implement improvements in process and procedures
Analyze data using all relevant tools and present solutions and ideas
Assist clients with scheduling and preparing confirmation letters, notice of mediations, Mediator’s Reports to Courts
Represent Veritext as a SPOC along with Account Executive for all scheduling, transcripts, standing orders, etc for the large cases they are responsible for