Client Care Specialist

ARCHER Systems•Austin, TX

About The Position

The Client Care Specialist fosters excellent relationships with assigned law firm clients through email, phone calls, and in-person visits. The role responds to client inquiries with thoughtfulness, integrity, attention to detail, and urgency, working closely with internal sales, project management, and operations teams to achieve strong client outcomes. The position is located in Austin, Texas. The specialist represents assigned law firm clients internally, learns complex healthcare lien resolution workflows, and communicates relevant information clearly. The role also supports key account status conferences and client meetings, anticipates and escalates issues, and recommends process improvements. ARCHER Systems provides technology-enabled legal services, including healthcare lien resolution, Qualified Settlement Fund administration, claims administration, and related services that help law firms manage pre- and post-settlement administration.

Requirements

At least 1 year of account management experience.
Comfort working in a very fast-paced environment.
Experience working with professionals such as attorneys.
Ability to work cooperatively in a cross-functional environment with colleagues in multiple geographic locations.
Decisiveness and a sense of urgency, with the ability to act quickly on important issues.
Highly organized and able to review many emails quickly and prioritize responses.
Clear, confident communication skills, including the ability to explain business processes succinctly to clients with varying levels of familiarity.
Solutions-oriented approach and commitment to offering solutions when raising issues with management.
Self-starter with a high degree of personal accountability.
Commitment to service and a belief that clients rely on the specialist to help get their work done.
Integrity, inclusion, patience, and a positive attitude.

Nice To Haves

Degree from a four-year college or university.
At least 1 year of experience in lien resolution, insurance adjusting, personal injury or mass tort law, or a related field.

Responsibilities

Act as an internal representative for assigned law firm clients, advocate for their needs, and flag issues to the manager.
Learn complex healthcare lien resolution workflows and communicate information clearly and succinctly to law firms.
Respond to a high volume of complex status inquiries from law firm clients.
Prepare for in-person status conferences with key accounts by coordinating meetings, creating agendas, and following up.
Work closely with the sales team to provide high-quality, thoughtful service to ARCHER clients.
Proactively communicate with firms, anticipate potential problems, and escalate issues as needed to senior management.
Solicit and accept feedback and continuously improve personal performance.
Recommend process improvements to the management team, including lessons learned and best practices.
Assist the Senior Client Care Specialist with webinar preparation and other client meeting tasks as requested.