CSR Document Chasing

Job description: Work Schedule: UK Hours PH Time Mon – Thurs: 4:30 PM to 1:30 AM Friday: 1:00 PM to 10:00 PM About the Client: This role supports a UK-based legal and operations team handling client cases that require timely collection and verification of legal documents. The client operates in a regulated environment and places a strong emphasis on customer experience, accuracy, and case progression. About the Role: We are looking for a Customer Service / Legal Documents Chasing Officer to provide high-quality client support by proactively following up on outstanding legal documentation and ensuring cases move forward without unnecessary delays. You will act as a key link between clients, the call centre, admin teams, and solicitors—handling follow-ups, onboarding calls, and document verification while maintaining accurate records in the CRM and case management systems. If you are confident speaking with clients, highly organized, and comfortable working in a process-driven environment, this role would be a great fit. What You’ll Do: Customer Service & Communication - Act as a primary point of contact for clients, admin teams, and the call centre regarding outstanding documentation. - Proactively follow up with clients for required documents via phone, email, and approved communication channels. - Clearly explain document requirements, acceptable formats, and submission timelines. - Provide accurate and timely updates on case progress. - Handle client queries and concerns professionally and calmly. Document Management - Monitor case files to identify missing or outstanding documents. - Follow up on document requests to ensure timely completion. - Review submitted documents for completeness and flag discrepancies. - Upload, log, and maintain documents accurately within internal systems. Onboarding & Verification - Conduct onboarding / hotkey calls between clients and solicitors. - Verify client details accurately and confirm understanding of next steps. - Record detailed call notes and outcomes in the CRM system. Case Progression & Administration - Support efficient case progression by minimizing delays caused by missing documentation. - Maintain detailed records of correspondence and actions taken. - Escalate persistent issues or delays to senior team members when necessary. - Provide administrative support to wider legal or operations teams as required. Compliance & Quality - Adhere to company policies, data protection laws, and compliance standards. - Maintain strict confidentiality when handling sensitive client information. - Follow quality control procedures to ensure accuracy and consistency. Follow-ups & Escalation - Perform regular follow-ups to ensure cases move forward smoothly. - Identify unresponsive cases and escalate when required. - Recommend next actions such as final follow-up, escalation, or closure. What We’re Looking For: Essential - Strong customer service and communication skills (verbal and written English). - Experience chasing information or documents in a professional setting. - Excellent organizational skills and attention to detail. - Ability to manage multiple cases and priorities simultaneously. - Confident using IT systems, email, and CRM or case management tools. - Amenable to an onsite or hybrid work setup in Alabang. Desirable - Experience in a legal, conveyancing, or financial services environment. - Familiarity with solicitors’ processes and legal documentation. - Experience working in structured, performance-driven environments. Benefits: - HMO coverage after a month's service - Paid vacation and sick leave from Day 1 - Regular UK business hours (no shifting schedules) - HMO after a month of service - Opportunities to work with international clients - Supportive and growth-oriented work environment Reporting Line: You will be reporting to the Spain-Based Call Center Manager. Career Progression: After 12 months of service, you may apply for more senior roles across Tiger Global client accounts.