Role Description The Remote Resolution Specialist (RRS) works in a high volume, limited duration call center environment serving as the secondary interface to external customers and/or their agents and field support personnel. The primary responsibility is to provide problem resolution and call routing for NCR products and services using known solutions, and defined routing procedures. The objective of RRS agent is to ensure call is fixed remotely and avoid a Customer engineer dispatch. Key Areas of Responsibility: - Returning customer calls, solving problems using known solutions, and call routing - monitor Remote Resolution Queue - confirm/refine problem information and criticality - utilize support systems, tools, and experience to facilitate a customer solution - transfer problem to Technical Support Specialist, if necessary - route to dispatch queue, if necessary - Remotely deliver a solution to solve a customer problem - communicate with customers through various means (oral, written, electronic) to deliver a solution - deploy solutions found in the knowledge base - verify resolution of problem with the customer - Assist field support personnel with on site issues - receive calls from field support personnel - utilize support systems, tools, and experience to provide information relevant to on site issue - create Sentinel incident & engage Technical Support Specialist, if necessary - Capture information and record data in desktop tools - document, verify, and make appropriate corrections to the incident record and customer profile - provide incident feedback about supplier commitments missed, and process improvements - Knowledge management - Fully utilize the Knowledge Management Database and provide relevant feedback when knowledge articles are inaccurate or obsolete, or no knowledge exists - Contribute as a team member - participate in team meetings and activities - participate in objective setting, performance management, reward and recognition programs - participate in special projects to continuously improve processes, tools, systems and organization - be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business - Actively develop job-related skills - actively develop job related skills - participate in planning and implementing personal and career development activities Company Description NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Role Description The Client Resolution Specialist serves as the primary point of contact for matters related to client concerns, case withdrawals, terminations, and client communication throughout the resolution process. This role is responsible for ensuring clients receive timely, professional, and compassionate support while maintaining compliance with firm policies and procedures. The Client Resolution Specialist works closely with attorneys, case managers, and administrative staff to facilitate smooth transitions, case closures, and client retention efforts when appropriate. - Serve as the primary contact for clients expressing concerns, dissatisfaction, or requests to terminate representation. - Review client concerns and coordinate with attorneys and staff to identify potential resolutions. - Facilitate client retention efforts when appropriate and in accordance with firm policies. - Process client termination and withdrawal requests accurately and timely. - Prepare and distribute client termination correspondence and required documentation. - Coordinate the transfer of client files and records in compliance with applicable legal and ethical requirements. - Maintain accurate records of all client communications, resolutions, and case status updates within the firm's case management system. - Collaborate with attorneys and case teams to ensure proper handling of unresolved client issues. - Monitor and track client complaints, concerns, and termination trends and provide reports to management as requested. - Ensure all interactions are handled professionally, respectfully, and confidentially. - Assist with quality assurance initiatives aimed at improving client satisfaction and retention. - Support intake and operations teams as needed to ensure a positive client experience throughout the lifecycle of representation. - Perform other duties as assigned. Qualifications - Associate's or Bachelor's degree preferred. - Minimum of 2 years of customer service, client relations, legal support, or related experience preferred. - Experience in a law firm, particularly personal injury, is preferred. - Strong interpersonal, conflict-resolution, and communication skills. - Ability to manage sensitive and confidential information with discretion. - Excellent organizational skills and attention to detail. - Proficiency with case management systems, CRM platforms, and Microsoft Office Suite. - Ability to prioritize tasks and manage multiple matters in a fast-paced environment. - Client-focused mindset. - Professionalism and empathy. - Conflict resolution and problem-solving. - Strong verbal and written communication. - Attention to detail. - Time management and organization. - Ability to work independently and collaboratively. - Confidentiality and ethical judgment.

Role Description As an Intake Specialist, you will serve as the first point of contact for potential clients, ensuring their inquiries are handled promptly, professionally, and with care. This role involves managing inbound and outbound client communications, qualifying leads, and supporting the intake and legal teams throughout the client onboarding process. The ideal candidate will be confident in a sales-driven intake environment while maintaining empathy and professionalism when dealing with sensitive personal injury cases. - Handle inbound and outbound calls with professionalism, empathy, and confidence. - Engage with potential clients to assess their situation and qualify leads based on case criteria. - Use a sales-driven approach to convert qualified leads into signed clients. - Accurately document client information and case details in CloudLex or the firm’s case management system. - Follow intake scripts, workflows, and qualification guidelines to ensure consistency and accuracy. - Schedule consultations and coordinate next steps with attorneys and case managers. - Conduct follow-ups with potential clients to improve conversion and intake efficiency. - Identify urgent or high-priority cases and escalate them appropriately. - Provide clear, professional communication to ensure clients feel supported throughout the intake process. Qualifications - 1+ year of experience in intake, sales, customer service, call center, or administrative roles (U.S. law firm experience is highly preferred). - Personal Injury law firm experience is a strong advantage. - Experience using CloudLex or similar case management/CRM systems is preferred. - Strong English communication skills, both written and verbal. - Proven sales ability in lead qualification, conversion, or client onboarding. - Ability to work in a fast-paced, high-volume environment with accuracy and professionalism. - Strong empathy, patience, and confidence when handling client conversations. - Excellent attention to detail and strong documentation skills. - Self-motivated, organized, and able to follow structured processes independently. Requirements - Position: Intake Specialist - Remote Status: Fully Remote - Preferred Location: Latin America - Working Hours: 9 am - 6 pm EST - Holidays: US Federal Holidays - Salary: USD 1000 - USD 1200 per month - Internal Job ID: 1348

Role Description - Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates. - Manages SalesForce (SF) Opportunity queue to ensure SLAs and quality metrics are consistently met. - Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities. - Stays up to date with correct stage listed in SF for status for each opportunity and enters notes where appropriate so all parties involved know the status. - Processes signed contracts and purchase orders when obtained. - Closes opportunities confirming all pricing is accurate and all applicable documents are in the deal summary. - Conducts complex account, contract and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals. - Obtains maintenance pricing that follows Carousel and partner negotiated discounts. - Engages directly with manufacturers to obtain competitive pricing/special bids when applicable. - Generates pre-sales and renewal contracts for maintenance and/or service offers. - Provides support to the AE for any customer required changes and/or updates. - Quarterbacks the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner. - Escalates issues when necessary. - Attends customer calls as requested. - Ensures on time closure of maintenance agreements. - Assists collections in resolution of customer invoicing questions and disputes. - Works with Accounting department to request and process credit requests. - Serves as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis. - Achieves sales objectives, productivity requirements, and other key performance indicators as determined by sales management. - Assists with miscellaneous projects as needed (e.g., customer spreadsheets, contract related project research and analysis, updating and organizing files, etc.). - Performs a variety of administrative tasks as needed to support the department. - Participates in team training sessions and complies with existing process documentation. Qualifications - Bachelor's Degree or equivalent combination of education and work experience. - Previous work experience in a communications or business environment for a minimum of three years. - Quick learner with excellent comprehension skills. - Excellent verbal and written communication skills. - Strong organizational and time management skills. - The ability to work independently and under pressure. - Strong working knowledge of Microsoft Office Suite, especially Excel, Word, Outlook, and CRM tools. - Ability to manage multiple projects with competing priorities and deadlines. - Excellent troubleshooting skills and technology savvy with strong PC knowledge. - Working knowledge of Avaya services required (A1SR tool). Benefits - Comprehensive Health Insurance policy. - Employee Wellness Program with focus on mental health. - Robust reward and recognition programs. - Company incentive programs offered. - Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off. - Ample growth and learning opportunities. - Remote work opportunities. - Focus on work/life balance. - Immigration Program supporting immigration to Canada for eligible employees. Company Description Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.