Client Services - Case Manager

Posted Tuesday, June 30, 2026 at 5:00 AM

At Veritext, we focus on the details – so legal teams can focus on the case.

Our clients count on us to make the legal process seamless and efficient from scheduling court reporters and legal videographers to ensuring transcripts are delivered on time and flawlessly accurate.
As a Case Manager (Mediation), it is your duty to ensure that our clients and mediators receive excellent service, as their designated point of contact.

This position reports to the office M-F (for the first 4-6 months; thereafter will be hybrid: 2 days in the office)

• Work collaboratively with Veritext colleagues, exhibiting Veritext Values
• Independently manage assigned dispute resolution matters from initiation through conclusion.
• Coordinate scheduling, logistics, communications, and administrative activities for assigned matters.
• Maintain responsibility for matter progression, deadlines, and deliverables.
• Maintain accurate matter records and information within organizational systems.
• Build and maintain strong professional relationships with clients, counsel, and neutrals.
• Anticipate client needs and provide proactive solutions.
• Deliver exceptional service through responsiveness, professionalism, and attention to detail.
• Support marketing, practice development, and consultative selling efforts by identifying opportunities to connect clients and counsel with appropriate neutrals and dispute resolution services.
• Identify opportunities to improve processes, workflows, and service delivery.
• Assist with implementation of operational improvements and best practices.
• Provide operational coverage and support for other associates during absences, staffing transitions, periods of high volume, and other business needs.
• Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner
• Communicate necessary information timely, accurately and effectively; report incidents to management
• Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role
• Take ownership of your work; follow‑thru until final resolution

• 3+ years of related experience
• Proficiency in MS Office required
• Customer service oriented with strong interpersonal skills and the ability to communicate and interact effectively
• Dedicated professional with the ability to respond to requests promptly and accurately
• Must be detail oriented, organized, be able to multi‑task and work under pressure to meet or exceed deadlines
• Proactive and motivated with strong problem solving and follow up skills
• Understand Veritext products and services, their value and commensurate fees
• Fully understand and utilize all Vision functions as they relate to your position and their impact on other functions, departments, my Veritext, reporter portal, etc
• Participate and absorb all trainings including Veritext University, Summer Camp, in‑person development sessions, etc
• Understand Company targets and strive to meet and exceed
• Ensure that departmental training materials are current, effective and utilized
• Use Vision workflow to ensure all aspects of your activities are completed accurately and timely
• Be an active participate in the phone queues and Front mailboxes while meeting Operations Excellence goals
• Aligns correct products/services information including features and benefits to client needs
• Establish and manage cases within Vision;
  Be proactive in your approach
• Fulfill client requests timely (in accordance with service‑level agreements) including Revised Orders, special client requests, etc AND take appropriate action
• Resolve issues and/or elevate as needed; coordinate/partner with applicable departments and/or colleagues (i.e. Billing, Account Executive / Sales Dept., Client Services, Cash Apps.) to ensure prompt and accurate resolution
• Communicate necessary information timely and accurately to all parties, including clients, back office staff, sales and vendors
• Be responsible for contacting subcontractors on order changes and ensure they are fulfilled; follow‑up! Notify reporters of dailies, expedites, etc.
• Treat…