Client Liaison

Client Liaison

American Research Bureau

Salt Lake City / Millcreek, UT

Compensation DOE:

Assistant $56 - $61K

Associate $61 - $74K

Specialist $74 - $83K

Summary:

The Client Liaison role at ARB supports the Market Manager and acts as a liaison for both clients and ARB attorney offices. Success in this position requires identifying critical issues in the heirship process and ensuring all steps to complete the process are followed. Good judgment is needed to know when to handle tasks independently or when to escalate a matter for immediate attention. Key responsibilities include sending letters to clients and attorneys, and following up to ensure all forms are received and processed which allow the clients to be represented and established as heirs. Other tasks include client and attorney communications, handling post-deceased heirs, providing support for trials as needed, and assisting with general administrative duties.

Responsibilities:

• Understand the probate process assigned to each market and how each step at ARB leads to successful outcomes for the clients.
• Take client calls and respond to client emails
• Accurately set correct expectations for clients, understand client needs, empathize with their concerns, and reassure them concerning roles and responsibilities
• Collaborate with team members and address urgent issues, seeking advice when necessary, to ensure the needs of clients and attorneys are met o
• Coordinate with the ARB Documentation Team for timely forwarding of proofs
• Provide administrative support: prepare letters, process mail, receive calls, complete AIS notes, ensure timely case processing, and maintain confidentiality.
• Send letters and follow up with clients to gather necessary forms for attorney engagement, and follow up with heirs to get agreements back
• Assist clients with notarization, help locate notaries, and resolve related issues
• Process ARB foreign correspondent client forms as needed
• Communicate key client and/or estate issues when engaging ARB attorneys in new case
• Monitor process as estate moves forward by updating case events and using Mission Control
• Review heirship petitions, assist document specialists, and interview family members to identify research gaps
• Use ARB tools to conduct case audits, clean up cases, and expedite work
• Address post-deceased heirs in the most efficient manner based on the case situs, status of the estate, and the ARB attorney: obtain information, track trial dates, assist with trial preparations, and work with families as needed to open estates
• Track older cases and discuss with manager or attorneys to find solutions for progression
• New York PA Cases - Share witness interview notes with the Docs Team, connect attorneys with witnesses and share witness plans. As needed, coordinate transportation and travel arrangements for witnesses

Qualifications:

Education, Experience, & Licensure

Education:

• Required: Bachelor’s Degree or equivalent work experience

Experience:

• Required: Prior experience in customer service or related field

Competencies:

• Client-focused approach with the ability to explain concepts clearly and resolve concerns efficiently
• Strong attention to detail, time management and organizational skills, ability to perform a wide variety of tasks, and multi-task efficiently
• Strong interpersonal skills, including the ability to build and maintain positive relationships with clients, attorney offices, and office staff
• Organizational skills, with the capability to track trial dates, manage documentation, and assist with trial preparations effectively
• Proactive attitude towards problem-solving and task management, with a willingness to collaborate with others and escalate issues when necessary
• Adaptability and commitment to continuous learning, with a focus on improving skills and knowledge relevant to the role
• Able to work independently, with minimal supervision, and also work on a team
• Ability to type quickly and accurately
• Ability to remain calm under pressure and work to deadlines in a fast-paced environment
• Ethical and professional conduct, able to handle sensitive and proprietary information with discretion and confidentiality

Systems:

• Proficient in Google Suite products;
• Ability to learn Linux-based proprietary software such as AIS

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time, with or without notice, at the full discretion of American Research Bureau leadership.

EEO Statement:

American Research Bureau is an equal employment opportunity (EEO) employer. We embrace diversity and cultivate a culture that is equitable and inclusive. We believe that the more diverse our talent and contributing perspectives, the better we can fulfill our mission and vision. Therefore, candidates and team members receive consideration based on essential experience and qualifications, regardless of race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, marital status, genetic information, disability, veteran status, or any other characteristic protected by federal, state, or local law.

American Research Bureau provides reasonable accommodations for qualified individuals with disabilities. This policy applies to employment actions on every level, including, but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation, and selection for training.