Paralegal

Position Overview

This role involves managing escalated communications—both calls and emails—from contact center agents, specifically focusing on complex issues surrounding settlement administration. The selected candidate will serve as a pivotal connection between the contact center and client services teams, requiring strong expertise in legal documentation and excellent communication abilities.

Key Responsibilities

• Address escalated inquiries from contact center agents promptly and accurately.
• Interpret settlement agreements and relevant court documents associated with settlement administration.
• Analyze escalation patterns to extract insights aimed at refining processes and minimizing future escalations.
• Act as a communication bridge between contact center staff and client services, ensuring clarity and effectiveness.
• Resolve intricate issues through phone and email channels, focusing on customer-centric solutions.
• Develop and recommend scripting improvements based on frequent escalation themes; collaborate with client services for approval and execution.
• Perform additional tasks as assigned to support the Hypercare Escalation Team's success.

Qualifications

• Possession of a Paralegal certification or Juris Doctorate.
• Demonstrated expertise in managing complex customer inquiries, ideally in a contact center setting.
• Prior experience in escalation handling within contact centers with a thorough understanding of escalation processes.
• Strong proficiency in interpreting and applying legal documents to service and claimant contexts.
• Excellent interpersonal and professional communication skills with callers, coworkers, and management.
• Exceptional attention to detail and capability to detect and assess patterns in customer escalations.