Law Firm
Des Moines, IA
Legal Staff Accounting/Finance in Des Moines, IA
Legal Staff
3-6 yrs required
No
Job Title: Contact Us Manager
Job Responsibilities:
The Contact Us Manager is tasked with leading a team responsible for managing communications from consumers, attorneys, and third parties via the law firm's Contact Us email channels. The role involves overseeing daily operations to ensure timely and accurate responses while enforcing compliance with both internal and external policies. Key responsibilities include:
- Supervising daily activities within the Contact Us, Power of Attorney (POA), Pleadings, and Settlements email inboxes.
- Ensuring all inquiries are acted upon or appropriately forwarded within established turnaround times.
- Monitoring staff responses for accuracy, professionalism, and adherence to company policies and legal compliance standards.
- Serving as the escalation point for complex or sensitive emails from consumers, attorneys, and third parties.
- Supporting and coaching team members in effectively using both templated and custom email communications.
- Reviewing and auditing CLS documentation to ensure complete and accurate case records.
- Training new team members and providing ongoing coaching to current staff.
- Creating and managing schedules and workloads to ensure full inbox coverage and service continuity.
- Collaborating with compliance, collections, legal, and IT departments to address email-related inquiries.
- Tracking productivity and quality metrics, identifying trends, and providing performance feedback.
- Maintaining and updating knowledge base materials and ensuring staff are trained on any procedural or regulatory updates.
- Assisting with reporting and special projects as assigned by the department director.
Education and Experience:
- A high school diploma is required, although a college degree is preferred.
- Candidates should have a minimum of 3-6 years of experience in a supervisory or management role within contact center operations, legal communications, collections, or a similar business environment.
Knowledge, Skills, and Abilities:
- An in-depth knowledge of federal and state collection laws, including the Fair Debt Collection Practices Act (FDCPA).
- Strong written and verbal communication skills, with excellent grammar and professional email etiquette.
- The ability to analyze and respond to sensitive or complex inquiries with discretion and sound judgment.
- Proficiency with Microsoft Office, especially Outlook and Excel, and case management systems like CLS.
- Strong organizational and time-management skills with attention to detail.
- The ability to multitask and manage shifting priorities in a high-volume environment.
- A collaborative and solution-focused leadership style.
- The ability to coach and motivate a team towards meeting quality and compliance goals.
Salary Information:
The text does not provide specific salary information for the Contact Us Manager position.
Jul 03, 2025
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Jun 06, 2025
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