Senior Project Coordinator
Ohio Remote office
The Senior Project Coordinator role is responsible for providing professional level administrative and project support within our client facing project management team. The Senior Project Coordinator reports to the Project Manager with the highest correlation to their projects. The Senior Project Coordinator will be assigned a client portfolio that requires partnership and accountability to multiple Project Managers responsible for the overall client satisfaction of the given project. As a key member of the project team, Senior Project Coordinator s will be a part of delivering exceptional quality work to our clients as well as within our internal teams. Key to the success of this position is the ability to build strong relationships, communicate effectively with clients and cross functional teams, and manage complex issues.
This role will be a part of our Settlement Administration team. This individual will be dedicated to projects contracted for Settlement Document Processing, Settlement Eligibility, Allocation and Fund Administration.
Principal Job Responsibilities:
Client Management - Ensures excellent customer service internally and/or externally with clients, predominantly law firms in the mass tort and single event field. Effectively resolves issues and serves as a resource for issue escalation. Hold team members accountable, work to remove obstacles and escalate issues appropriately. Plan for and manage work schedules and peak volume times to ensure consistent service.
Project Execution Act as back-up to Project Manager, continually meet project requirements (kick-off meetings, deadline management, client status reporting and other necessary project communication, and coordinates with the various operational teams) to deliver all project deliverables on time, within budget and at the highest quality standards. Coordinate with Project Specialists and clients to ensure prerequisites for lien resolution are fulfilled in a timely manner.
Operating Standards Participate in the development, and implementation of a set of standards by which all client service staff operate to create a best in practice culture that allows for similar level of service regardless of the project staff assigned
Research & Communication Research claim inquiries and appropriately communicate findings with clients, claimants, and/or other operational departments, research process issues and effectively communicate with project teams and other operational departments
Reporting & Documentation Provide project reporting and summaries, perform analysis of reporting and ensure quality assurance, draft claimant letters, draft project telephone scripts and website text, assist in development of business rules for claims processing and payments
Towards this goal, the Senior Project Coordinator will work with the Project Managers of Client Services as well as other operational departments to continually enhance service quality standards to meet and/or exceed client expectations. This position is responsible for fostering a team environment and building cooperation between client services team members, and other departments to provide the highest quality service standards. A critical component of the job is to manage and resolve complex tasks.
Work is fast-paced and performed in an office environment with extensive contact with clients and employees. The industry we serve demands the highest level of confidentiality and professionalism in safeguarding client and project information. Highly effective team members thrive on being in an environment that rewards the following critical success factors:
Educated to a high level, typically a Bachelor s Degree or equivalent in a related field or good educational standard with relevant practical experience
1 to 3 years of experience in a customer service or appropriate business-related area preferred
Great analytical skills with a high attention to detail
Good time management / organizational skills adopting a committed approach to providing a high level of customer service when managing multiple tasks.
Excellent communication skills, written and verbal.
The ability to work as part of a team, adopting a right first-time approach ensuring the commitments are met in a timely manner.
Demonstrated professionalism including excellent work ethic, positive attitude and experience, communicating with external clients.