POSITION SUMMARY

The Manager of Pre-Settlement Services is responsible for fostering excellent relationships between our client law firms and our Pre-Settlement Services team. The Manager of Pre-Settlement Services will manage a team of about 10-15 claimant outreach representatives as well as work closely with our client law firms, especially in situations where escalation to a manager is required. A successful candidate in this role will have extensive project managements skills, strong people management skills, a self-starting attitude, exemplary oral and written communication skills, an aptitude for finding solutions, and a high degree of integrity.

Position Location: Houston, TX (ON SITE)

JOB RESPONSIBILITIES:

• Manage multiple projects as part of our Pre-settlement team including the management of a team, communication with all necessary clients, review of necessary documents to determine scope of work for the project and communications to the team on project timelines and expectations.
• Ensure cross training of team members to allow for maximum utilization of employees to transition each to the project based on deadlines and department needs.
• Manage resources and re allocate resources as needed.
• Maintain excellent customer service at all times (positive, empathetic, and professional)
• Ensure customer satisfaction and that your team provides professional customer support.
• Act as internal representative for assigned law firm clients, advocating for their needs and escalating issues as necessary.
• Communicating with customers through various channels (phone calls, emails, etc)
• Acknowledging and resolving customer complaints.
• Knowledgeable/fast learner
• Respond to a high volume of complex status inquiries from law firm clients.
• Anticipate issues: communicate with firms proactively, predict problems, and escalate as needed to senior management.
• Recommend process improvements to management team (Lessons Learned and Best Practices)
• Providing feedback on the efficiency of the customer service process.
• Work with all levels of internal team and external clients.
• Solutions-oriented and committed to offering solutions when flagging an issue to the management team.

KNOWLEDGE, SKILLS, AND ABILITIES

Required:

• 3-5 years of experience in project management and management experience
• Experience managing people resources and reallocating teams to different projects as needed
• Ability to communicate well with teams, peers, clients, and across all levels of the company
• Excellent communication (oral and written) and presentation skills
• Intermediate Microsoft Suite (Word, Excel, Outlook, Adobe) skills
• Ability to multi-task, prioritize, and manage time effectively
• Progressive Leader (comfortable with change and progress, exceptional people skills, leads by example, empathetic)
• Self-starter with a high degree of personal accountability
• Comfortable in an extremely fast-paced environment
• Proven customer support experience
• Actively solicits and accepts feedback and works to improve own performance continuously
• Experience working with high level executives
• Ability to work cooperatively in cross-functional, multiple geographic location setting
• Decisiveness and sense of urgency; ability to take action quickly on issues that matter
• Highly organized and detail oriented.
• Clear, confident communicator who is able to succinctly explain business processes to clients
• Commitment to service and intrinsic belief that clients are relying upon you to get their job done
• Exudes personal characteristics imperative in a senior team member: integrity, inclusion, patience, and a positive attitude
• High school diploma or equivalent

Preferred:

• 1 years of experience in call center, legal services or other related field
• Medical terminology knowledge
• College Degree

BENEFITS

• 401(K)
• 401(k) Matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Parental Leave
• Short Term Disability
• Long Term Disability

ABOUT ARCHER

ARCHER Systems is a leading technology enabled legal services company that provides pre-settlement and post-settlement administration services for single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top tier talent to enhance customer service and offer new product lines and services.

ARCHER’s core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action)

litigation. Other services include claims administration, single event lien resolution, probate and bankruptcy coordination, release administration, medical records review, and plaintiff fact sheet and other intake/census

preparation and management. ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics and reporting are handled efficiently and effectively.