(Remote) Bilingual Client Support Specialist

Description

As a Remote Bilingual Client Support Specialist, you will play a critical role in ensuring a seamless and positive experience for our clients. You will be the first point of contact, providing exceptional customer service and communication while handling legal intake processes and litigation support tasks. Your focus will be to gather and verify client information, ensure eligibility, and help clients with documentation, all while operating in a fast-paced and tech-driven environment. Additionally, bilingual skills are required to effectively serve a diverse client base. 
 

Note:  This position requires candidates to reside in the U.S. Please note, we are not currently hiring in California (CA), New York (NY), Washington (WA), New Jersey (NJ), and Oregon (OR). 

This position is remote however, in order to qualify for this position, applicants must reside OUTSIDE a 75-mile radius of Billings, Montana. 

Responsibilities and Duties:

• Client Interaction:
  • Answer incoming calls and communicate effectively with clients, ensuring they feel heard, respected, and supported.
  • Gather necessary client information through phone interviews, messaging, and intake forms.
  • Verify client details and determine eligibility by comparing them against required criteria.
  • Provide clear explanations of legal processes, procedures, and resources to clients in both English and Spanish (or another relevant language).
• Client Support and Documentation:
  • Obtain necessary client signatures and facilitate the timely completion of contracts and documents.
  • Reassure clients throughout the process to maintain their trust and satisfaction with the service.
  • Follow up on documentation and information to ensure all required steps are completed accurately.
• Quality Assurance and Procedure Adherence:
  • Adhere to company standards and procedures to ensure quality client service and improve overall intake efficiency.
  • Recommend improvements to enhance client experience and streamline internal processes.
• Team Collaboration:
  • Work closely with the intake team and management to meet performance goals.
  • Participate in ongoing training to stay updated on new campaigns and company protocols.
• Other Duties:
  • Perform other tasks as required by management, ensuring a flexible approach to various needs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

• Must be at least 18 years of age or older.
• Bilingual proficiency (English/Spanish required; additional languages a plus).
• Excellent verbal and written communication skills in both English and Spanish.
• Strong interpersonal and customer service skills, with a focus on empathy and professionalism.
• Experience in legal intake or customer service in a similar environment is a plus.
• Comfortable with technology and data entry, ensuring accuracy in a fast-paced setting.
• Ability to handle sensitive and confidential information with discretion and professionalism.
• High attention to detail and strong organizational skills.
• Ability to adapt quickly to changing priorities and client needs.  
• Available to work evenings, nights, and weekends, depending on business needs.

Equipment Requirements:

• Computer: Intel Core i5 or AMD Ryzen 5 processor
• RAM: 8GB or more
• Headset: High-quality headset for clear communication
• Monitor: Color monitor (minimum size: 19 inches)
• Mouse or Trackpad: Mouse recommended for efficiency
• Internet Speed: Minimum 10 Mbps download speed, 5 Mbps upload speed
• Webcam: Required for meetings and coaching sessions

Education:

• High school diploma or equivalent required; additional certifications or degrees related to legal or administrative fields a plus.

Physical Requirements and Working Conditions:

The physical demands are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Requirements:

• Sedentary: Primarily sitting at a desk or workstation.
• Light: Occasional walking or standing may be required.

Working Environment:

• Must work in a quiet, private, and secure environment conducive to focusing on tasks and maintaining the confidentiality of proprietary information.
• Webcam must be on for all meetings and coaching sessions with supervisors.

Additional Requirements:

• Agents must notify their supervisor if they relocate to ensure compliance with local, state, and federal employment laws.
• Follow all company policies and procedures as outlined in the employee handbook.

Assessment Requirement:  

Candidates who are selected for the next step in the recruiting process will be required to show proficiency in both Spanish and English through an online assessment.

BENEFITS: 

Our company offers a comprehensive benefits package that includes health, dental and vision insurance, employer-paid Employee Assistance Program (EAP). We also provide a 401(k) plan, Paid Time Off (PTO), and various voluntary benefits. 

This role offers the opportunity to make a significant impact on clients' lives while working remotely in a fast-paced, supportive environment. Join our team and help us continue providing top-tier service to those who need it most!

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