Overview:
Providing our clients with exceptional service is the foundation of our business. In Client Services you will be responsible for succeeding client expectations by proactively managing their requests and issues on cases and litigation matters
What you’ll do:
Work collaboratively with Veritext colleagues, exhibiting Veritext Values Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner Communicate necessary information timely, accurately and effectively; report incidents to management Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role Take ownership of your work; follow-thru until final resolution Who you are:
Understand Veritext products and services, their value and commensurate fees Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, myVeritext, reporter portal, etc Participate and absorb all trainings including Veritext University, Summer Camp, in-person development sessions, etc Understand Company targets and strive to meet and exceed Ensure that departmental training materials are current, effective and utilized Use Vision workflow to ensure all aspects of your activities are completed accurately and timely Be an active participate in the phone queues and Front mailboxes while meeting Operations Excellence goals Aligns correct product/services information including features and benefits to client needs Establish and manage cases within Vision; Be proactive in your approach Fulfill client requests timely (in accordance with service-level agreements) including Revised Orders, special client requests, etc AND take appropriate action Resolve issues and/or escalate as needed; coordinate/partner with applicable departments and/or colleagues (i.e.
Billing, Account Executive / Sales Dept., Client Services, Cash Apps.) to ensure prompt and accurate resolution Communicate necessary information timely and accurately to all parties, including clients, back office staff, sales and vendors Be responsible for contacting subcontractors on order changes and ensure they are fulfilled; follow-up!. Notify reporters of dailies, expedites, etc. Treat reporters, videographers as “key members of our team”; go out of your way for them Track incidents according to protocol Proactively track assignment deadlines and; follow up with reporters and vendors to ensure timely delivery to clients Treat all Veritext Intra-Company jobs, consistent with Veritext standards Ensure that all Vision entries (standing orders, notes, etc.) are clear, concise and consistent client specifications Encourage use of and manage all aspects of MyVeritext, including setting up USER ID’s, establishing security rights and training users on features Ensure coverage for all urgent after-hour requests that require immediate assistance/response before next business day Take ownership of managing all aspects of large/mega cases Recommend and implement improvements in process and procedures Benefits:
Competitive compensation and total rewards package Extended health coverage that includes medical, dental and vision benefits Hybrid work structure (2 or more days in office depending on business needs) Paid Time Off 3 personal/float days Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more) Matched RRSP to help you save for your future Learning and development opportunities to advance both personally and professionally Veritext Summer Camp – a fun-filled culture building and learning experience Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!
