• Coordinate daily activities with the Senior Manager of Shared Services • Oversee the assignment mailbox and case placeholder dashboard to ensure timely case distribution; assist as backup when needed • Review and analyze referral instructions to determine client requirements • Alert Regional Managers and Investigative Consultants to issues identified during intake and setup • Maintain accurate client contact information in Dynamics, adhering to formatting protocols and grammar standards • Update case management system with current information • Communicate clearly and professionally with clients and internal stakeholders • Handle various case updates (client-driven, in-house, and error-driven) • Collaborate with team members, Regional Managers, and Directors to ensure accurate product/service setup • Audit case files for compliance with client service level agreements • Review quality control reports and resolve identified issues • Create and maintain client-specific primers for complex assignment/setup processes • Develop and update training materials; provide initial and refresher training for team members • Manage team workload distribution and adherence to workflow processes • Track team productivity and error rates • Communicate and meet with team members on a regular basis • Lead initiatives to enhance productivity by streamlining processes, implementing automation, and improving workflow efficiency within the ASD application • Vet attorney clients for retainer requirements and third-party billing; ensure proper entry into systems • Update retainer status in Dynamics after credit reviews • Maintain a proficiency in understanding client rates, instructions, relationships and hierarchies