Courtesy Caller
San Pedro Sula, Cortés, Honduras
Full Time
Mid Level
Job Title:
Courtesy CallerJob Summary:
We are seeking a warm, detail-oriented, and reliable Courtesy Caller to join our backend legal support team. This role plays a vital part in maintaining top-tier client experience by conducting consistent follow-up calls to check in with clients, provide simple updates, and ensure they feel heard and supported throughout their case.It is a client care-focused position designed to reinforce trust and provide clarity during a stressful time in the client's life. The ideal candidate has strong communication skills, empathy, and the ability to manage follow-up communications without supervision. In addition to client calls, this role will also provide backend support by helping collect necessary documents and backfilling for backend staff when needed.
Key Responsibilities:
- Conduct follow-up calls every 4-5 days to active clients on behalf of their assigned Intake Specialist.
- Introduce yourself and explain you're calling on behalf of the Intaker to check in or provide a simple update.
- Ask how the client is feeling and gather relevant information related to their case.
- Assist Intakers with client follow-up tasks, scheduling meetings, and collecting key documentation.
- Backfill for backend support staff by assisting with tasks such as requesting medical records, police reports, BI limit searches, etc.
- Document call responses and flag updates or concerns to the Intake or Case Management teams.
- Provide reminders about treatment steps (e.g., MRI scheduling after 30 days).
- Follow up on property damage, new/worsening pain, and treatment progression.
- Maintain a warm, professional, and service-focused tone during every call.
- Comply with all privacy and confidentiality regulations.
Sample Call Topics:
- How are you feeling today?
- Have you had any updates on your treatment or care?
- Have you been experiencing pain in any new areas?
- Were you able to get your MRI scheduled?
- Is there anything we can do better to support you right now?
Qualifications:
- 2+ years of customer service, client relations, or call center experience (legal or medical field preferred).
- Happy demeanor and naturally warm phone presence.
- Strong verbal communication and listening skills.
- Bilingual (English/Spanish) required.
- Calm under pressure and focused on client care.
- Highly organized and able to handle multiple ongoing tasks.
- Comfortable using CRM or case management systems.
- Able to assist Intake staff with document collection, scheduling, and backend support tasks.
- Reliable and consistent in completing call follow-ups and administrative assignments.
Performance Expectations:
- Complete assigned call cycles on time with complete documentation.
- Support the backend and Intake teams with timely task completion.
- Build trust with clients through consistent, professional follow-up.
- Help ensure files are progressing smoothly by collecting missing documentation.
- Maintain high-quality client communication and a service-first mindset.
Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.
No Third Party Agencies or Submissions Will Be Accepted.
Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP
Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.
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