The Client Services Specialist provides practice group administrative support and serves as a point-of-contact to legal and client teams to ensure compliance with firm and client billable/non-billable guidelines and expectations.
Serves as subject matter expert and client service liaison to internal client teams by documenting, relaying, and ensuring compliance with client guidelines and matter management instructions.
Develops, implements, communicates and updates internal client-specific processes, procedures, guidelines and practices to increase efficiencies and enhance client service.
Develops and implements client/case-specific docketing and reporting processes & procedures with case team; may handle daily docketing including calendaring dates, creating new database records, preparing docket reports, and assisting on other docketing related tasks, as necessary.
Provides administrative support to practice group leaders by preparing and maintaining tracking reports and/or internal databases with information relating to business development, trials, expenses, budgets, personnel, or other data identified by practice group leaders.
Assists with identifying, evaluating, and managing potential vendors, such as medical record collection vendors, court reporters, etc.
Acts as liaison with litigation support vendors, specifically on customer service issues; ensures vendors have received and are adhering to CMOs.
Develops and coordinates methods for processing third-party vendor expenses, including communication of vendor payment guidelines to timekeepers, professional staff, local counsel, experts, and other vendors.
Analyzes and reconciles client-related vendor and timekeeper expense reimbursements including those associated with trials; provides information to Billing & Collections team to meet client-billing requirements (client matter numbers, contact info, budget information, etc.).
May process vendor invoices (local counsel, expert witness third-party vendors, etc.) as needed.
Designs and updates client case management systems; troubleshoots issues with the data; assists in development of reports; prepares and maintains system training manuals for new users.
Generates database reports/documents using preset report formats, and coordinates updates and circulation to legal team and client at required intervals.
May upload data and documents to client-owned databases.
Modifies electronic data files to create files for specific database applications; links images and other digital files to database records.
May assist on data collection projects.
May assist timekeepers in billable and non-billable work overflow, such as organizing, tracking and providing materials for litigation activities, experts and attorneys.
Serves as cross functional point of contact for special projects and/or training to support workflow in the department/practice group.
Completes multi-step projects with minimal timekeeper or supervisory review, using department/practice group knowledge and problem solving skills.
Keeps practice group and firm personnel abreast of current and potential problems, seeks advice as needed.
As requested by supervisor, may engage in guiding and mentoring of staff to enhance performance and behavior.
May participate in trial by assisting with trial site operations.
May travel occasionally to conduct any required duties.
Qualifications
Associate's degree (A.A.) or equivalent from two-year college or technical school; and at least two to three years of law firm experience and/or training; or equivalent combination of education and experience.
Strong organizational, analytical and problem solving skills with the ability to be a proactive, self-starter who understands the details within a much larger context.
Effectively sets priorities, meets deadlines, and manages multiple projects with attention to detail.
Thorough working-knowledge of litigation procedures, deadlines, and rules.
Ability to follow complex instructions and communicate accurately and concisely to attorneys, clients and co-workers.
