Client Liason

Lloyd & McDaniel, PLC•Marietta, GA

21d

About The Position

The Client Liaison works with collectors, support staff, and accounting to ensure files are handled properly and according to firm and client standards. The role serves as the point of contact for an assigned group of clients, responding to questions and requests, participating in client calls, and working with the Collections Director to identify gaps and inconsistencies in file work. The liaison also assists with client-provided media and affidavits, enters bankruptcy information as needed, and prepares reports for clients and internal stakeholders. The position maintains client relationships and current knowledge of client requirements and standard operating procedures, monitors files as they move through the legal process, reviews collector diaries and inactivity reports for work gaps, and escalates exceptions. It also handles settlement requests, correspondence, forecasts, and reporting, and may assist with training and document or bankruptcy-related work.

Requirements

High school diploma or equivalent.
1–2 years of experience in a legal collection law firm.
Basic knowledge of legal procedures common in Indiana, Kentucky, and/or Ohio.
Strong computer skills and working knowledge of Microsoft Office; at least intermediate knowledge of Microsoft Word, Access, and Excel.
Ability and desire to learn and adapt quickly to a changing business environment.
Ability to work independently or as part of a team.
Excellent written and verbal communication and strong customer service skills.
Dependability, regular attendance, and willingness to work more than 40 hours per week if needed.
Professional, articulate, and hardworking.

Responsibilities

Respond to client requests and questions promptly, including emails, calls, internal requests, and status reports; seek assistance from the Director or other departments as needed.
Act as a point of contact between the firm and its clients and build strong relationships with assigned clients.
Maintain a broad understanding of the firm’s operations, including collections, client requirements, paper flow, and basic accounting functions.
Participate in monthly client calls as needed, take notes, and follow up on items discussed.
Manage and submit settlement requests and other correspondence to clients when matters fall below client guidelines.
Maintain current knowledge of client requirements and SOPs, and notify appropriate parties when protocols or contacts change.
Monitor files through the legal process to ensure proper and timely handling; review collector diaries and files for work gaps and report exceptions to the Collections Director.
Review YGC and other sources for proper coding and review client inactivity reports for work gaps.
Prepare settlement or special-request letters and submit them for review.
Assist media and/or bankruptcy specialists with ordered documents and entry of bankruptcy material as needed.
Work with the Collections Director and IT Director to develop reports monitoring collector and client progress.
Handle client forecasts as needed.
Assist with training new employees or cross-training as needed.
Maintain knowledge of applicable local, state, and federal laws, including FDCPA, SSCRA, and bankruptcy requirements, and pass testing as required.
Follow firm policies regarding communications, bankruptcy, and other matters.
Develop understanding of client guidelines and protocols and instruct or advise others in the firm.
Communicate courteously and professionally with clients and follow handbook policies.
Perform other duties as requested by a manager or attorney.