- Respond to inbound calls.- Respond promptly to member on initial contact- Document calls in the client's system.- Respond to member's voicemail or email message by performing outbound call to member within 48 hours of member's initial contact.- Conduct follow-up call to members on attorney assignment and resolve any resolve any outstanding matters- Document all outbound calls in the client's system.- Complete accurate citation intake, ensuring all required data is entered based on member's phone call or copy of faxed/emailed citation received, requesting copy of citation and or roadside inspection as needed.- Scan and upload copies of legible citations and roadside inspections into member's electronic record.- Educate member about the state's citation process, including specific state requirements for requesting court dates, timeframes for citation processing and extension requests.- Perform outbound call to advise member of attorney assigned to citation and attorney's contact information.- Perform outreach to contact unresponsive member via email and/or in-cab communications and document attempts in members electronic record.- Obtain additional case information from member and relay details to assigned attorney where needed.- Research member's request to change attorney- Monitor personal Dashboard.- Submit requests for conversion of member's policy from payroll to credit card payment method.- Assist as point of contact for attorney/member communication difficulties.- Assist with compiling new member fulfillment materials.- Retrieve faxed citations or other member documents and match/upload to member's account, processing accordingly.- Perform other duties as assigned by supervisor.
4-7 years
- 2-3 years experience
- Excellent verbal and written communication skills- 4+ years experience- Fluent in Spanish
Associate
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