Client Engagement Associate

Job description

**Overview** At Advocate, our mission is to empower Americans to obtain the government support they've earned. Advocate aims to reduce long wait times and bureaucratic obstacles of the current government benefits application process by developing a unified intake system for the Social Security Administration, utilizing cutting-edge technologies such as artificial intelligence and machine learning, crossed with the knowledge and experience of our small team of EDPNA’s and case managers. We are seeking a dynamic and persistent Outreach & Intake Specialist to be the crucial first point of contact for potential claimants. In this role, you will engage new leads, guide them through the initial information gathering and contract signing process via our Onboarding Flow, and effectively convert interested individuals into Advocate claimants. You'll focus on initiating the claimant journey, ensuring potential claimants feel supported and informed from the very beginning. If you are results-oriented, possess excellent communication skills, and are passionate about helping people navigate complex processes, this role offers the opportunity to make a significant impact without managing ongoing case submissions. ### Job Responsibilities - Act as the first point of contact for potential claimants, managing inbound leads via phone, text, email and potentially other channels. - Conduct prompt and persistent outreach to new leads (within 5 minutes) using tools like Salesforce and ZenDesk, following established contact sequences (calls, texts, voicemails). - Clearly articulate Advocate's value proposition and answer frequently asked questions to build trust and encourage engagement. - Guide potential claimants through Advocate’s online Onboarding Flow, assisting them in providing necessary initial information and signing the representation contract. - Communicate with LTD customers for assistance reaching potential CLs and status updates - Maintain accurate and timely records of all outreach activities, claimant interactions, and lead statuses within Salesforce. - Identify and appropriately handle leads who may not be eligible for services based on initial criteria. - Collaborate with the team to meet and exceed lead conversion goals. - Monitor Advocate’s Intake communication lines for new client calls and texts, responding appropriately. ### Qualifications - Proven experience in a high-volume outreach, sales, or customer engagement role (e.g., call center, intake specialist, sales development). - Excellent verbal and written communication skills, with an ability to explain processes clearly and empathetically. - Strong interpersonal and persuasion skills with a persistent approach to achieving goals. - Experience using CRM software (Salesforce preferred) and communication tools (ZenDesk). - Highly organized with strong attention to detail for tracking lead progress and documenting interactions. - Ability to work independently and manage time effectively in a remote setting. - Passionate about helping others and contributing to a mission-driven company. - Familiarity with the Social Security disability process is a plus, but not required.