CASE MANAGER/INTAKE SPECIALIST - ONSITE… at GCS Contact… · Dumaguete

EXPECTED START DATE - OCTOBER 2026

PLEASE DO NOT APPLY IF YOU ARE LOOKING FOR A WORK FROM HOME SET-UP

PRIOR EXPERIENCE IS PREFERRED

Location: Room 210, Portal West Bldg, Dumaguete City

We are looking for an organized, client-focused Case Manager to support a U.S.-based legal services team. This position is responsible for managing assigned consumer law cases throughout the pre-litigation process, ensuring each matter progresses accurately, efficiently, and in accordance with established procedures.

The ideal candidate is an excellent communicator who can manage multiple cases simultaneously, maintain detailed records, work confidently with clients, and consistently follow defined processes and deadlines.

Key Responsibilities

• Manage a portfolio of active pre-litigation cases from assignment through settlement, escalation, transfer, or closure.
• Follow established Standard Operating Procedures (SOPs) for case progression, documentation, communication, and escalation.
• Serve as the primary point of contact for assigned clients and provide professional, timely updates regarding case status.
• Respond to client calls, emails, and messages within established service standards.
• Review settlement offers, communicate available options to clients, and coordinate client decisions with the appropriate parties.
• Assist with settlement negotiations while following established guidelines and attorney direction.
• Identify cases requiring attorney review or legal guidance and escalate them through the proper process.
• Collect, review, and organize required case documents, including repair records, purchase or lease agreements, warranty information, and related documentation.
• Maintain accurate and up-to-date case notes, communications, documents, and tasks within the case management system.
• Complete assigned tasks and follow-ups accurately and within required deadlines.
• Proactively identify missing information, potential delays, or case issues and escalate concerns when appropriate.
• Deliver a high level of client service throughout the case lifecycle and contribute to positive client experiences.

Performance Expectations

Success in this position will be measured through case progression, settlement performance, timely client responses, task completion, documentation accuracy, client satisfaction, and consistent adherence to established procedures.

Qualifications

• Bachelor's degree preferred.
• Previous experience in legal support, case management, paralegal services, claims management, or a similar client-facing role is preferred.
• Experience supporting a U.S.-based law firm or legal services organization is an advantage.
• Experience with Clio, Case Status, or similar case/client management platforms is preferred but not required.
• Strong English communication skills, both written and verbal.
• Strong organizational skills with the ability to manage a high-volume workload.
• Comfortable communicating with clients regarding detailed or potentially stressful situations.
• Ability to follow structured processes while recognizing when an issue requires escalation.

Key Skills

• Client Communication
• Case Management
• Negotiation
• Attention to Detail
• Organization
• Time Management
• Problem Solving
• Documentation
• Professional Judgment
• Team Collaboration

Pay: Up to Php30,000.00 per month

Benefits:

• Health insurance
• Paid training
• Pay raise

Application Question(s):

• How many years experience in a BPO setting do you have in case management or legal services?

• Have you worked with a US-base legal client or law firm before?

• What is your understanding of the role of a Case Manager in a legal services environment?

• Have you handled client communication and follow-ups with attorneys, insurance companies, medical providers, or other third parties?
• Are you open to working onsite, graveyard shifts, weekends and holidays?

• Your current location?
• How soon can you start?

Work Location: In person