Title: Claims Paralegal
Job #: 9423-1
Duration: 3+ month contract
Location: 100% remote - must provide your own equipment
• Equipment
- Headset
- At least 2 screens (laptop + monitor or desktop + 2 monitors)
Summary
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
Pre-Employment Requirement
All employment offers are contingent upon successful completion of our pre-employment screening that may include drug testing, background/criminal check, and if applicable, must meet eligibility requirements for access to classified information.
APR Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
About APR Staffing
APR Staffing was born from the merger of two well-respected technical staffing firms in Portland. ieSolutions, founded in 2002, enjoyed an impressive reputation as one of the largest locally-owned and most respected technical staffing companies. Professional Resource Group, aka Data Resource Group, founded in 2009, also earned regional acclaim for being a fast-growing and highly-motivated professional staffing agency. Both companies have been recent award winners for the Portland Business Journal's Fastest-Growing Private Companies. The two firms, now as APR Staffing, make for one of the fastest-growing and most-respected professional and technical staffing companies in Oregon and Southwest Washington.
Collaborating with our customers, we augment their workforce with technical and administrative professionals. We provide only high-caliber, professional-grade resources throughout the Pacific Northwest.
