A Day in the Life of a Client Advocate at CCK

CCK Law: Our Vital Role in Veterans Law

The Client Advocate role is communications-focused.  Primary duties include oral and written correspondence with clients and the Department of Veterans Affairs (VA).

Starting Your Day

A Client Advocate begins their day by reviewing their task list for any outstanding tasks and messages from team members. These messages can be from senior-level paralegals, paralegals on various teams, their supervisor, an Accredited Claims Agent, or an Attorney at CCK Law. The Client Advocate will then organize their tasks for the day based on the needs of their team, ensuring that they are prioritizing any urgent deadlines.

Typical Responsibilities of the Role

Client Advocates are chief communicators with clients and VA. They provide updates, gather information, and complete forms. On a rotating, week-to-week basis, supervisors assign Client Advocates to focused, task-specific groups. Individuals within a group are instructed to work on a specific task type, such as receiving incoming calls, drafting emails in response to client questions, assessing correspondence received from VA, tracking and gathering documents to be received by the firm from clients and third parties, and placing outgoing calls to collect information from clients. While the Client Advocate performs duties that align with the focus group’s goal, they are coached and assisted by the leadership of the team.

Over time, as Client Advocates master their role and tasks, their responsibilities will evolve and expand into intermediate-level tasks. Client Advocates completing intermediate-level tasks will take on responsibilities such as processing, assessing, and strategically summarizing the contents of client records, in order to identify helpful evidence and information gaps in client files.

Through these responsibilities, Client Advocates help to ensure that cases run smoothly and that clients receive critical information about and assistance with their case. Every step of a Client Advocate’s day requires keen attention to detail, skilled communication, and the ability to adapt to any challenges that arise.

For tasks that require written drafts, the Client Advocate submits their drafts to be proofread by a senior-level Client Advocate in a process called peer-review.

Managing Feedback

Peer review is an essential part of being a Client Advocate at CCK Law. Following the submission of their work to a senior-level Client Advocate, a Client Advocate will often, if not always, receive feedback and edits on the work they have submitted. Using this feedback, a Client Advocate will revise their work and resubmit to a peer reviewer until it is perfected and ready to be delivered to the appropriate party. Throughout their time at CCK Law, Client Advocates will learn from the feedback they receive and from weekly training opportunities, thus allowing them to expand their knowledge of the nuances of VA law in their roles.