Client Liaison Officer /Claim Co-Ordinator

Key Duties/responsibilities

  • Provide a high level of service to IMF clients, IM’s and law firms in accordance with the Client Service Charter.
  • Responsible for assigned cases:
    • Correspond with relevant IMs and Lawyers (including reporting, proposing tasks, next steps on matters, joining project calls etc).
    • Case management – create and update high level project plans (gantt charts) and execute tasks within deadline for case launch, bookbuild, class closure & registration, settlement preparation, management of data importing across client group.
    • Drafting side deeds for institutions and coordinating side deed process between Legal, Client, and IM
    • Document drafting and reviewing (orders, information pack/ launch documents, procedures, website)
    • Preparing reports for mailouts, audits, duplicate checking, data handovers, sanctions check etc.
    • Conducting duplicate checks internally and with other class action groups, including identifying duplicates, notifying clients and withdrawing duplicate ID’s.
    • Prepare and review data handover reports to be sent to the Court and defendants
    • Data review summary – working through data anomalies with IT Dev and Lawyers, data checking
    • Institutional auditing and coordinating audits for Client Group as part of claim data verification process
    • Ensure clients emails are responded to by the team within 24 hours, and all client’s claims are verified.
    • Maintaining strong relationships with key institution clients
    • Making relevant case notes when tasks and case developments occur.
    • Check and review Client Liaison Officer Data Import before sent to client
    • Check Merge list for Mailouts by Level 1
    • Assist Client Liaison Officer with:
      • Answering telephone enquiries
      • Responding to voicemails
      • Managing OCA emails, general, bounce folders
      • Process client documentation
      • Mailouts
      • Provide IT support
      • Follow up clients for outstanding information
      • Processing data for loss estimates including formulating data queries and identifying anomalies in the data.
  • Logging tasks in the task management system and projecting your weekly, fortnightly and monthly tasks.
  • Prepare for weekly team meeting with a summary of significant case developments and goals of what you aim to achieve for the week.
  • Attend daily team meeting – update members on your assigned cases, what you are working on that day, and if you need any assistance.
  • Assist Senior Client Liaison Officer with new onboarding of team members- providing guidance and feedback on tasks in co-ordination with the onboarding plan.
  • Assisting members of the team on their case work to ensure as a team deadline are met
  • Identify and manage ways in which processes/procedures can be improved or when a procedure should be created.
  • Troubleshooting issues with IT Dev team and determining the most efficient and effective way forward; updating procedures if required
  • Responsible for personal self-development and ongoing personal growth

Qualifications, knowledge, skills and experience

  • High level customer service
  • Accurate and efficient data entry
  • Attention to detail
  • Excellent verbal and written communication skills
  • Organised and able to meet deadlines
  • A true team spirit, willing to assist on any task necessary (no matter how large or small)
  • Proactive approach to workload
  • The ability to effectively manage information of a confidential nature
  • Problem solving and thinking outside the box
  • Advanced data analysis and reporting skills
  • Ability to multitask and perform under pressure
  • Intermediate to advanced Microsoft Office Suite (Word, Excel and Outlook) skills
  • Document management system experience