Claims Paralegal

Claims Paralegal

This position is responsible for handling escalated calls and emails from contact center agents, managing complex inquiries related to settlement administration, and acting as a liaison between the contact center and client services teams. The ideal candidate will have a strong background in legal documentation, excellent communication skills and the ability to navigate complex customer inquiries effectively.

Job Responsibilities:

• Handle escalated calls generated by contact center agents, ensuring prompt and accurate resolution
• Review and interpret settlement agreements and other relevant court documentation related to settlement administration
• Identify trends in escalations and provide actionable insights to improve processes and reduce future escalations
• Serve as a liaison between the contact center and client services teams, ensuring clear and effective communication
• Manage complex issues, whether via phone or email, providing thorough and customer-focused resolutions
• Develop and propose additional scripting recommendations based on common escalation scenarios, work with client services for approval and implementation
• Perform other duties as assigned, contributing to the overall success of the Hypercare Escalation Team

Qualifications:

• Paralegal certification or Juris Doctorate required
• Proven experience in handling complex customer inquiries, preferably within a contact center environment
• Prior experience in a contact center, with a deep understanding of escalation management
• Strong ability to interpret and apply legal documentation to customer service and claimant situations
• Excellent communication skills, with the ability to engage effectively with all callers, co-workers and leadership in a professional manner
• High attention to detail and the ability to identify and analyze trends in customer escalations

Approved Locations:
Arizona, Washington DC, Florida, Illinois, Kansas, Missouri, New York, North Carolina, Ohio, Oregon, Tennessee, Maryland, New Jersey, South Carolina, Virginia, Washington, Alabama, Colorado, Connecticut, Delaware, Georgia, Idaho, Indiana, Kentucky, Louisiana, Massachusetts, Michigan, Minnesota, Nevada, Oklahoma, Pennsylvania, Texas, Utah, Wisconsin