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
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
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