At First Legal, we know that it’s the unique and dedicated individuals in our large and diverse company that set us apart from the competition. Client Care Manager Heather Reff is no exception. In addition to her outstanding work ethic and commitment to our clients’ satisfaction, she is also a talented artist and a devoted hockey fan who is looking forward to cheering on the Vegas Golden Knights next season. As part of our ongoing series of Client Care articles, we sat down to discuss her position in the department:
Thanks again for sitting down with us, Heather! Can you tell us a little bit about this position and what your day-to-day job looks like?
Sure! As the Client Care Manager, it’s my duty to ensure that our clients are being taken care of. This involves working with every division to satisfy our clients’ needs and to build a strong team that will assist the clients through all channels of communication. My typical day includes going through our open cases to see what issues we are dealing with and finding quick resolutions for them. Very often, I loop in other members of the staff to address any given situation. I’m currently working on many projects to help streamline our department and create new processes. I communicate with the executives on any serious matters that arise, attend meetings with multiple departments, and support my team by assisting them with client requests.
What does client care mean to you?
Client care is keeping positive and strong relationships with our firms. We want our clients to feel that they are being heard, and that they can trust us to get the job done right. We want to stand out from the competition and provide a great experience for all our firms.
Does your department have a mantra?
We know that we are the company’s front line and that we represent the company in every call, email, and chat conversation. Therefore, our mantra is to provide great service every time and in every way. If there are any issues, in any division, we are typically the first to know, and we take that responsibility very seriously.
How did you first learn about First Legal and what initially drew you to the company?
I was searching for a new opportunity, and when I found out that this was a growing department and that I would help build new processes, procedures, and develop a team, I was thrilled. Even though I was new to the industry, I felt confident that the amazing team in this department, and that the company as a whole, would quickly teach me everything I needed to know and would help me excel.
How has the client care process evolved at First Legal?
Prior to the formation of the Client Care Department, multiple departments existed to assist our clients. Now we have a single, focused, multi-functional team that clients can contact to resolve their issues. We work together with every department so that the process is simpler for the client. We can handle any request that they have, whether it be to place an order, send an invoice, handle a dispute, assign a new client to a sales representative, or assist them with navigating our website. These are just a few of the many things we do.
What do you like most about your job?
That’s easy! It’s the people I get to work with each and every day. I love getting to work with so many talented and experienced individuals who bring so much to the table. In my role I get to interact with people throughout the entire company and getting to build those relationships has been wonderful. My amazing CCD team has become a second family.
Do you have a favorite client care experience?
Recently, I received an email from a client who gave the most amazing feedback I’ve ever seen. I’ve worked in customer service for almost 20 years, and I have never seen feedback so inspiring and beautifully written. As the Client Care Manager, I review and respond to client complaints daily. To receive this type of feedback was so refreshing I ended up forwarding it to our top executives and sent a Core Value coin to the employee who the client was recognizing. This type of feedback motivates us to keep doing the work that we do.
What 3 words do you think best describe First Legal?
Diligent, family, innovative
Before working at First Legal, what was the most unusual or interesting job you’ve ever had?
At Discover Card, I was a Fraud Prevention Supervisor. I worked with law enforcement, our organized crime unit and investigations team to work on cases of identity theft and fraud. It was fun to get to do a little investigating on my end by analyzing accounts, doing research, and identifying trends. Whenever I took a supervisor call, it was typically the fraudster themselves. The stories they’d come up with to persuade us to give them card privileges were elaborate. It was a very entertaining job, to say the least.
What advice do you have for prospective First Legal candidates?
Show initiative and a willingness to learn. You need to have the drive to learn more than the basics. Every new challenge should be seen as a positive growth opportunity.
Is there anything that you do outside of work that might surprise our readers?
I’m an artist. I love to paint and draw when inspiration finds me. I graduated from the Art Institute with a Bachelor of Science in Graphic Design back in 2006 and found that I enjoy art more when I’m making it for myself rather than a client. I also love watching hockey! The first team I was a fan of was the Las Vegas Wranglers. When I found out we were going to have an NHL team in Vegas, I was thrilled. It’s our first year, and the Vegas Golden Knights made it to the finals!