Client Services Supervisor

Midwest Disability is a Social Security Disability law firm. We are currently seeking an individual to work as a Supervisor in our Applications Department.

The Application Supervisors oversees the Application Department and its support functions, including Retainer Follow-up, SSI Support Specialists, Claims Coordination. This position ensures staff complete Social Security Disability applications efficiently and accurately, while maintaining high levels of client satisfaction and adherence to internal processes.

The supervisor provides leadership through coaching, training, and performance management, and works closely with the Intake Supervisor and New Client Manager to meet department goals for client contact, application completion, and file retention. The ideal candidate will demonstrate strong communication, problem-solving, and people management skills in a fast-paced, client centered environment.

Hours, Compensation, and Benefits:

• Hourly Rate, depends on experience
• Monday – Friday, 8:00 am to 4:30 pm, Occasional Overtime is available
• Paid long/short term disability, term life insurance, and 401k offered as eligible
• Medical, dental, vision, a variety of supplemental insurance options, paid holiday and PTO

Job Duties:

Leadership and Supervision

• Directly oversee daily operations of the Application Department and support teams, including workload distribution, priorities, and service levels.
• Provide coaching, feedback ,and training to assigned staff; foster accountability and professional development.
• Conduct regular performance reviews in partnership with the new Client Manager and implement improvement plans when needed.
• Participate in interviewing and onboarding new staff members.

Client Service and Process Management

• Ensure prompt client contact to maximize conversion and application completion rates.
• Respond to client escalation with professionalism, providing timely updates and resolutions.
• Oversee receipt and processing of retainers and application documentation to ensure timely case handling.
• Maintain and enforce consistency in policy and process execution across the team.

Operational Oversight

• Monitor team performance metrics and identify trends or issues impacting productivity or quality.
• Audit files and tasks for accuracy, completeness, and adherence to established procedures.
• Develop and update training materials, documentation and work instructions for all departmental process.
• Coordinate with management to address workflow inefficiencies, system needs and process improvements.

Communication and Collaboration

• Communicate new policies and process updates clearly to staff.
• Work collaboratively with other departments to ensure smooth client handoffs and consistent service.
• Identify and escalate systemic issues or client-impacting concerns to management.

Other

• Maintain security and confidentiality standards.
• Perform additional duties as assigned.

Job Requirements:

• 3 years experience in a call center or customer service position.
• Prior supervisory experience required.
• Demonstrated experience managing performance metrics and achieving department goals.
• Experience with coaching, performance improvement, and employee development.
• Strong work ethic and high expectations for personal and employee performance.
• Demonstrates integrity, fairness, and consistency in leadership.
• Strong decision-making skills and accountability in managing workload distribution, attendance and quality standards.
• Proficient in Microsoft programs.
• Excellent supervisory and interpersonal skills.
• Strong oral and written communication
• Strong time management skills; able to prioritize competing demands effectively.

Physical Demands and Work Environment:

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Continually required to use hands to finger, handle, or feel and reach with hands and arms.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Continually required to talk or hear.
• Continually required to lift/push light weights less than 25 pounds.
• Specific vision abilities required by this job include close vision, color vision and ability to adjust focus
• The noise level in the work environment usually is quiet.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $46,017.83 - $55,419.32 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Are you willing to complete a background check? All federal and state guidelines are followed.

Education:

• High school or equivalent (Required)

Experience:

• training/coaching staff: 2 years (Preferred)
• Customer Service: 2 years (Preferred)

Work Location: In person

Salary : $46,018 - $55,419