Client Quality Analyst

Client Quality Analyst

Womble Bond Dickinson (US) LLP, an AM LAW 100 firm, is seeking a Client Quality Analyst to join their team. This role is significant within the Information Governance (IG) & Records Department. This position will be providing in-depth research and analysis on prospective firm clients, including those identified by lateral candidates. The Client Quality Analyst will collect data from a variety of information services and online sources to provide comprehensive reports that will aid attorneys in the client approval process and help to avoid taking on unworthy clients. The candidate may work hybrid out any of the Womble office locations.

RESPONSIBILITIES:

• Manage the process for vetting prospective law firm clients using a documented quality checking methodology.
• Collect information on prospective clients from a variety of information services and online sources, including for portable clients identified by lateral candidates.
• Analyze gathered information and provide reports to the General Counsel's office and business-generating attorneys.
• Work alongside IG leadership and the General Counsel's office to update existing processes for client quality checks, as required.
• Identify and implement process improvements, where appropriate.
• Maintain awareness of industry-leading services and capabilities for client research and analysis.
• Apprise IG leadership and the General Counsel's office of potential emerging solutions that would elevate the delivery of client research and analysis reporting.
• Make platform selection recommendations, as required.
• Fulfil the function of subject matter expert for existing tools and resources used for client quality checking.
• Serve as primary point of contact for specific service platforms used for client quality checking.
• Respond to all requests for assistance in a timely, professional manner.
• Gather report metrics and provide them to leadership to ensure informed decision-making and continuous improvement.
• Work within a ticketing queue to manage and prioritize requests efficiently.
• Perform other administrative duties as assigned.

REQUIREMENTS:

• Must have a Bachelor's or Associate degree in relevant fields, or a high school diploma with equivalent experience.
• Three to five years related experience in a mid-large sized law firm.
• Ability to handle sensitive information with the utmost discretion, ensuring strict confidentially by adhering to all privacy policies, legal requirements, and organizational standards.
• Effectively manage time while maintaining a strong sense of urgency, demonstrating the ability to execute tasks efficiently within a short timeframe when needed.
• Strong customer service skills including actively listening to customers' needs, providing timely and effective solutions, maintaining a positive and professional demeanor, and ensuring overall customer satisfaction.
• Ability to quickly learn and adapt to new software and programs.
• Demonstrate strong teamwork skills by collaborating effectively with colleagues, contributing to group objectives, and communicating openly to achieve shared goals in a supportive n productive environment.
• Maintain collaborative relationships, as well as sustain ongoing relationships within the company and externally.
• The ability to shift back and forth between two or more activities or sources of information.
• The ability to communicate information and ideas in speaking and in writing so others will understand.
• Desire to continued education to keep skills up to date and relevant.
• Must be able to occasionally lift and/or move up to 20 pounds.

COMPENSATION: The national average salary range for this role is $56,000 - $75,000. Starting salary will be determined based on location, qualifications, and experience.

BENEFITS: Medical Insurance, Dental Insurance, Vision Insurance, Health Savings Account, Flexible Spending Accounts, Life insurance, Disability Insurance, Paid Parental Leave, 401(k) Plan, Paid Days Off/Vacation, Firm Paid Holidays